Associate Vice President of Operations

MISSIONKheir's mission is to increase and provide access to culturally and linguistically-sensitive quality primary healthcare and human services support to the underserved and uninsured residents of Southern California.Reports to: Chief Executive Officer Works in partnership with: Chief Clinical Officer Direct Reports: Senior Director of Patient Services, Clinic Managers, Referral Manager, Front Desk and Call Center operational functionsPOSITION SUMMARYThe Associate Vice President of Operations (AVP) is a hands-on operational leader responsible for driving performance across Kheir Clinic's medical sites. This role exists to ensure that patient access, visit volume, clinician productivity, and unique patient growth targets are achieved consistently across locations. This position is not primarily strategic or advisory. The AVP is expected to be a working operator who personally intervenes when performance gaps appear, supports site leaders directly, and moves swiftly to resolve operational barriers. The AVP works closely with the Senior Director of Patient Services (SDPS) to manage clinic operations. The AVP is expected to share the operational workload, not simply review reports or delegate actions downward. Clinical quality metrics, including MCAS and HEDIS measures, remain under the authority of the Chief Clinical Officer.CORE OPERATION ACCOUNTABILITYThe Associate Vice President of Operations is responsible for operational performance across clinic sites, including:• Total patient encounters• Clinician productivity• Unique patient growth• Appointment access and scheduling efficiency• Patient flow and operational workflow• Site-level operational stabilityThe AVP is expected to personally intervene when performance gaps appear and ensure corrective action is implemented quickly.HANDS-ON OPERATIONAL LEADERSHIPThe Associate Vice President must maintain strong visibility within clinic patients.This includes:• Regular presence within clinic sites• Direct engagement with clinic managers and front desk teams• Identifying operational bottlenecks in real time• Leading operational improvement efforts directlyThis role requires a leader who is comfortable rolling up sleeves, addressing operational challenges firsthand, and working alongside clinic teams when needed.PARTNERSHIP WITH SENIOR DIRECTOR OF PATIENT SERVICESThe Senior Director of Patient Services is a key operational partner.The Associate Vice President is expected to:• Share responsibility for solving complex operational challenges• Address cross-site performance issues• Support clinic managers when operational issues escalate• Remove systemic barriers affecting clinic operationsThe AVP should reduce operational burden on the Senior Director of Patient Services by actively taking ownership of operational problem-solving and intervention efforts.PATIENT ACCESS, REGISTRATION INTEGRITY, AND FRONT-END OPERATIONSThe Associate Vice President oversees all patient access functions, including clinic front desks and call center operations. The AVP must ensure that patient registration and communication processes meet operational and compliance standards.Responsibilities include:• Ensuring patient intake forms are completed and updated at least every 12 months• Monitoring demographic information is verified and updated at each patient encounter• Training front desk teams on demographic verification procedures• Implementing periodic audits of demographic data accuracy• Reinforcing compliance with HRSA Uniform Data System reporting requirementsFailure to maintain accurate demographic information can jeopardize federal reporting compliance and must be corrected immediately.CALL CENTER AND PATIENT COMMUNICATION STANDARDSThe AVP oversees call center performance and ensures timely communication with patients.Responsibilities include:• Establishing clear response time expectations for phone and text communications• Monitoring call center responsiveness and activity• Addressing misuse of phone system settings such as Do Not Disturb that prevent calls frombeing answered• Ensuring patients receive timely responses to scheduling inquiries and care requestsPatient communication must reflect professionalism, responsiveness, and accountability.APPOINTMENT MANAGEMENT AND SCHEDULING DISCIPLINEThe Associate Vice President is responsible for standardizing appointment management practices across clinics. Responsibilities include:• Establishing clear definitions for no-show, cancellation, and rescheduled appointments• Training staff on accurate classification of appointment outcomes• Monitoring no-show and reschedule trends across clinic sites• Implementing operational strategies to reduce missed appointments• Ensuring clinic managers address high no-show patterns promptlyAccurate appointment classification and scheduling discipline are critical to clinic productivity and access.PERFORMANCE MANAGEMENT AND STOP-LOSS DISCIPLINEThe Associate Vice President is responsible for maintaining strong operational leadership across clinic teams. This includes:• Establishing clear expectations for clinic managers• Monitoring operational performance regularly• Intervening quickly when performance declines• Implementing corrective action when operational standards are not metThe AVP must demonstrate sound judgment regarding when to coach, intervene directly, restructure responsibilities, or initiate leadership changes when necessary. Avoid delayed action in the face of persistent underperformance.OPERATIONAL DECISION AUTHORITYThe Associate Vice President of operations holds authority over:• Clinic workflow design• Scheduling templates and visit capacity• Patient flow processes• Front desk operations• Call center operations• Operational staffing decisions within clinics• Site-level operational interventionsClinical authority remains with the Chief Clinical officer for:• Clinical supervision• Clinical portals• MCAS and HEDIS performance• Provider clinical standardsThe AVP and CCO collaborate on workflow changes that affect both clinical care and operational throughput. When disagreements occur, escalation is to the CEO.OPERATING PRINCIPLESThe Associate Vice President of operations is expected to:• Act Early. Operational issues must be addressed quickly before they become systemicproblems.• Own the Outcome. Operational results ultimately fall under the AVP's responsibility.• Share the Work. The AVP works alongside the Senior Director of Patient Services rather thancreating additional layers of oversight.• Maintain Visibility. Strong operational leadership requires regular presence in clinicenvironments.• Act Decisively. When operational leaders fail to meet expectations, the AVP must address theissue directly and promptly.• Protect Structural Clarity. Operational and clinical leadership must remain clearly defined andcollaborative without overlapping authority.QUALIFICATIONS• Minimum 7 to 10 years senior healthcare operations leadership• Experience overseeing multi-site clinic environments• Demonstrated ability to improve operational performance metrics• Experience supervising operational leaders and clinic managers• Strong operational problem-solving ability• Ability to work collaboratively with clinical leadership while maintaining operationalaccountabilityREQUIREMENTS• Bachelor's degree in a related field required; Master's degree in business, public policy, healthcareadministration, or related field preferred.• Possession of a valid California driver's license, active automobile insurance, and reliable access toa personal vehicle for occasional work-related travel between sites and community engagements.• Successful completion of a background screening, including a credit check for positions at theDirector level and above.• Live Scan fingerprint clearance• Ability to lift and move up to 25 pounds, with or without reasonable accommodation.WORKING CONDITIONS/PHYSICAL REQUIREMENTS:This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a company provided computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings.Kheir Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kheir Clinic complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Kheir Clinic will consider for employment all qualified Applicants, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Please note that this job description is subject to change to meet the needs of Kheir Clinic.

Created: 2026-04-02