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Serenity AG · 1 month ago

Senior Director Clinic Operations

California, United States

Full-time

Hybrid

Director/Executive

7+ years exp

Serenity AG is a rapidly growing, patient-centered specialty healthcare organization committed to delivering exceptional patient experiences. The Senior Director of Clinic Operations will oversee all in-clinic operational functions across four California clinics, ensuring high service standards and leading a team to enhance the patient journey.

Mental Health Care

Responsibilities

Lead and manage in-clinic operations for four specialty clinics in San Francisco, Sacramento, and Los Angeles

Serve as the organizational manager for approximately 15 clinic support staff (excluding billable providers)

Ensure timely and secure opening/closing procedures, start- and end-of-day workflows, and full staffing coverage for patient arrivals, departures, check-in/out, and clinical flow

Ensure every patient receives a uniquely personalized, concierge-level experience

Instill a culture that anticipates patient needs, preferences, likes, and dislikes—properly documenting this information to elevate future care

Ensure all team members deliver patient interactions with unmatched professionalism and hospitality

Address and resolve patient concerns immediately (target: <2 hours), whether pre-arrival or in-clinic, collaborating closely with the Patient Advocate team

Develop new, creative, concierge-style experiences to enhance patient enjoyment and comfort

Lead, train, mentor, and hold staff accountable to a 100% patient-centric culture

Partner with HR to manage hiring, onboarding, training, performance reviews, recognition, corrective actions, and terminations

Model a consistent 'management by example' leadership style to reinforce expectations and culture

Partner with senior leadership and cross-functional teams to marshal resources that advance patient care and operational excellence

Assist other departments—including Front Office, Scheduling, and Patient Advocacy communications—during peak workloads or staff shortages

Ensure strict adherence to all clinic policies, procedures, and relevant regulations

Oversee full compliance with HIPAA, PHI privacy standards, and patient confidentiality across all staff

Maintain oversight of key operational inventories, ensuring proper ordering and replenishment

Qualification

Healthcare operations experienceMulti-site leadershipPatient-facing team leadershipHospitality service orientationComplianceRegulatory knowledgeOutstanding communication skillsProblem-solving skills