Service Lines Operations Director

Strategic Leadership & Operations Oversight

Provide visionary leadership and strategic direction for all Service Lines operations, ensuring the seamless integration of clinical and administrative functions. Develop and execute operational strategies that support institutional goals and clinical priorities across multiple physician practices. Lead cross-functional initiatives to improve physician practice performance, patient experience, and operational efficiency. Oversee the creation, monitoring, and analysis of key performance indicators (KPIs), driving data-informed decision-making and continuous performance improvement. Partner with Finance to manage budgets, resource allocation, and cost containment strategies to ensure financial sustainability of Service Lines operations. Anticipate and address operational challenges by collaborating with clinical and administrative leaders to mitigate risks and support service line growth.

Administrative Leadership & Governance

Lead the planning and facilitation of Service Line-wide meetings, synthesizing key outcomes into strategic actions and communications. Serve as the primary administrative liaison between Service Lines physician practices and hospital departments, promoting alignment and coordination across the enterprise. Ensure compliance with institutional policies and operational standards while advancing operational excellence across all service areas. Provide executive oversight for service recovery efforts, ensuring high-quality patient experience and timely issue resolution. Lead preparation of strategic presentations and executive summaries on behalf of Service Lines leadership.

Physician Practice Strategy & Performance Oversight

Provide leadership oversight of physician practice operations across Service Lines, ensuring consistent execution of workflows, staffing models, and performance standards. Lead the design and implementation of physician scheduling and practice template strategies to optimize patient access, provider productivity, and operational efficiency. Use data analytics and stakeholder feedback to identify trends and performance gaps, collaborating with managers to develop and implement improvement initiatives. Partner with departmental and Service Lines leadership on physician access, ambulatory performance, quality measures, and value-based care readiness. Drive standardization and accountability in practice operations, aligning office teams with institutional initiatives and compliance requirements.

Workforce Leadership & Talent Development

Provide strategic leadership for workforce planning, staff development, and performance management across physician office teams. Mentor and guide Managers, fostering a high-performing leadership team and promoting professional growth at all levels. Ensure consistent onboarding, education, and ongoing competency training for physician office staff in partnership with Human Resources and Education. Oversee staffing models and resource deployment strategies, including float pools and temporary staffing, to support operational continuity and flexibility. Lead performance evaluation processes, implement development plans as needed, and ensure a strong pipeline of talent and leadership within the department.

Requirements

Bachelor's degree required; Master's degree (MBA, MHA, MPH or related) strongly preferred. Minimum 5-10 years progressive leadership experience in healthcare operations, including management of multiple teams or service lines within a hospital or health system. Demonstrated success in strategic planning, operational management, and financial oversight of complex clinical services. Proven ability to lead, mentor, and develop managers and multidisciplinary teams. Strong analytical skills with experience interpreting complex data and driving performance improvements. Exceptional communication, interpersonal, and negotiation skills with the ability to build consensus and influence stakeholders at all levels. Advanced proficiency in MS Office and familiarity with healthcare IT systems (e.g., scheduling software, EHR, timekeeping). Knowledge of healthcare regulatory requirements and quality standards. Ability to thrive in a fast-paced, dynamic environment while managing competing priorities.

Non-Discrimination Policy

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.