Director of Front of House Operations

The Wright Center for Women's Health; Naperville (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

The Wright Center for Women's Health is seeking a Director to lead the Front of House operations, staying hands-on on scheduling, reception, and guest services while guiding the team through growth.

Your role will drive operational excellence, establish scalable processes, manage budgets, and collaborate with clinical and billing teams to ensure exceptional patient experiences and adherence to policies.

Qualifications

• Proven experience directing Front of House operations in healthcare.
• Strong knowledge of operations management and organizational effectiveness.
• Budgeting, forecasting, and financial principles.
• Excellent communication and leadership skills.
• Experience with MGMA guidelines or similar practices is a plus.

Responsibilities

• Involves hands-on scheduling, reception, and guest services.
• Lead by example on the floor, coaching in real time.
• Implement scalable systems to support Operational Excellence.
• Ensure compliance with policies and procedures.
• Lead weekly Level 10 meetings as part of EOS.
• Collaborate with leadership to develop operational processes and best practices.
• Manage inventory procurement, storage optimization, and tracking.
• Mentor administrative staff and conduct performance reviews.
• Set strategic objectives and drive continuous improvement initiatives.
• Monitor KPIs and address operational challenges proactively.
• Recruit, train, and supervise staff while championing core values.
• Resolve escalated issues and guest complaints promptly.
• Maintain a safe, clean, compliant work environment; liaise with vendors.
• Ensure seamless inter-department communication between clinical and billing teams.

Skills

FOH leadership

Hands-on supervision

Operational excellence

Guest services

Staff mentorship

Inventory management

Vendor liaison

Education

Bachelor's in Business Administration or Healthcare Administration

Tools

EMR systems

MS Office

Job description

Introduction

The Wright Center for Women's Health is a leading healthcare concierge practice dedicated to delivering exceptional services with a culture focused on Growth, Attention to Detail, Exceeding Expectations, Entrepreneurial Spirit, and Compassion. Our practice provides a structured framework for our team to excel. If you align with these values and are passionate about healthcare management, we invite you to apply for the Director of Front of House Operations role.

Overview

We are seeking a highly capable, strategic, and hands-on Director to lead the daily operations of our Front of House (FOH) department during a pivotal phase in our organization's growth. This is not a typical director-level position. This role requires a leader who is fully present, fully engaged, and physically situated at the front, working alongside the team.

This is a time of major transition at TWC, and what we need most is a leader with an elevated mindset- someone who understands that being deeply embedded in the day-to-day is not a step back, but a leap forward. This position is crucial to setting the tone, modeling excellence, and ensuring our operational and cultural transformation is grounded in action, not just direction.

Responsibilities

Responsibilities:

• Active, hands-on involvement in scheduling, reception, and guest services
• Leading by example on the floor: observing, adjusting, coaching, and supporting in real time
• Implementing efficient, scalable systems that support Operational Excellence
• Ensuring consistent compliance with policies and procedures
• Participate and/or run weekly Level 10 meetings as part of our EOS structure.
• Work with the Leadership team to develop and implement operational management systems, processes, and best practices.
• Manage inventory procurement, storage optimization, and inventory tracking.
• Provide leadership and mentorship to administrative staff, conducting quarterly and annual performance evaluations and offering guidance.
• Formulate strategic and operational objectives, driving continuous improvement initiatives.
• Monitor production KPIs to identify areas for improvement and take proactive measures to address operational challenges.
• Recruit, train, and supervise staff, fostering a culture of excellence and teamwork while embodying our core values.
• Handle escalated issues, conflicts, and guest complaints promptly and satisfactorily.
• Maintain a safe, clean, and compliant work environment, liaising with vendors as needed.
• Facilitate seamless communication and integration between departments including clinical and billing.
• Reception and Scheduling duties

Requirements

Skills/Qualifications:

• Proven experience as a director in healthcare or a similar role
• Strong knowledge of organizational effectiveness and operations management.
• Experience in budgeting, forecasting, and financial principles.
• Excellent communication and leadership skills.
• Exceptional organizational and problem-solving abilities.
• Proficient with technology and computer applications including various EMRs
• A passion for both the guest and employee experience.
• Degree in Business, Healthcare Administration, or related field.
• Previous experience in a medical or healthcare setting.
• Familiarity with MGMA guidelines preferred
• Familiarity with insurance policies and billing practices
• Experience with call metrics and various phone systems a plus