Director of Clinic Operations, Allergy

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  
  

The Director of Clinical Operations will lead the operational strategy for our allergy practice, with a strong emphasis on infusing hospitality principles into clinical workflows. Reporting to the executive leadership team, this role is pivotal in enhancing patient experiences, optimizing clinic efficiency through innovative tools like AI software, and developing robust training programs inspired by luxury hospitality standards. The ideal candidate is a visionary leader with a background in healthcare operations, a passion for customer service excellence, and the ability to adapt best practices from industries like Four Seasons to a clinical setting. This position offers clear pathways for promotion from within to higher-level roles, such as Vice President of Operations or Chief Operating Officer, based on performance and contributions.

Reporting to: CEO (Current) and eventually reporting to COO

Minimal Travel Required, In-Office / Hybrid role working closely with CEO; must live in Greater San Diego Area.

Key Responsibilities

Hospitality-Focused Patient Experience Development:

• Design and implement a customer service framework modeled after Four Seasons' Golden Rule philosophy, emphasizing empathy, personalization, and proactive service. Lead the creation of protocols that treat patients as valued guests, including streamlined check-ins, comfortable waiting areas, and follow-up care that exceeds expectations.
  
  
  

Front Office Staff Training:

• Oversee the training and development of front office staff, ensuring they deliver hospitality-oriented service. This includes hands-on coaching on patient interactions, conflict resolution, and creating memorable experiences.
  
  
  

Manager Training Program:

• Develop and launch a comprehensive manager training program inspired by Four Seasons' leadership development initiatives. This program will focus on building skills in people management, decision-making, and role-modeling excellence, with mentorship components to prepare supervisors for advanced responsibilities.
  
  
  

AI Software Implementation:

• Collaborate with IT and clinical teams to integrate new AI-driven software solutions aimed at improving clinic flow, such as automated scheduling, patient triage, and predictive analytics for appointment optimization. Provide training and oversight to ensure seamless adoption and measurable efficiency gains.
  
  
  

SOP Creation and Implementation:

• Lead the creation, revision, and rollout of Standard Operating Procedures (SOPs) for key clinical areas, including asthma management, food allergy protocols, and general allergy care. Ensure SOPs incorporate hospitality elements, such as patient education delivered with empathy and clarity, while aligning with evidence-based medical standards.
  
  
  

Manager-in-Training (MIT) Program:

• Establish an MIT program similar to Four Seasons' rotational model, targeting high-potential employees (e.g., recent graduates or internal talent). This 12-18 month initiative will include departmental rotations, strategic projects, mentorship from senior leaders, and immersion in hospitality principles to foster well-rounded operational leaders.
  
  
  

Cross-Training Initiatives:

• Facilitate cross-training programs for staff across departments (e.g., front office, clinical, and administrative teams) to enhance versatility, reduce silos, and improve overall clinic resilience. Promote internal mobility and a "promotion from within" culture, with at least 50% of leadership roles filled by internal candidates.
  
  
  

Virtual Course Development:

• Design and deploy virtual training courses on critical topics, including leadership, service excellence, and operational efficiency. Leverage platforms like LinkedIn Learning or internal LMS systems to make these accessible, interactive, and aligned with hospitality best practices.
  
  
  

"Lead With Care" Program:

• Develop and implement a customized "Lead With Care" program, adapted from Four Seasons' science-based health and safety framework. This will include:
• Science-based training on health, safety, and security, delivered through local committees at each clinic location.
• Virtual and in-person modules covering disease transmission prevention, proper PPE use, and mental health support for staff and patients.
• Integration of partnerships with experts (e.g., similar to Johns Hopkins Medicine collaborations) to ensure evidence-based content.
  
  
  

Orientation Program Implementation:

Roll out a multi-month onboarding program for all new hires, mirroring Four Seasons' comprehensive approach. Key elements include:

• Comprehensive orientation covering company values, safety protocols, and operational standards.
• Interactive sessions on guest (patient) service, including handling complaints with empathy (e.g., emphasizing perspective-taking during recovery scenarios).
• Workplace initiation and safety training for all roles, tailored to clinical environments.
  
  
  

Performance Monitoring and Continuous Improvement:

• Track key metrics such as patient satisfaction scores, staff retention rates, and operational efficiency. Conduct quarterly reviews to refine programs and ensure alignment with hospitality and clinical goals.
  
  
  

Qualifications

Education and Experience:

• Bachelor's degree in Healthcare Administration, Business, Hospitality Management, or a related field;
• Master's degree preferred. (MHA, MBA, Hospitality Management)
• Minimum of 7-10 years in clinical operations or healthcare management, with at least 3 years in a leadership role.
• Experience in allergy/immunology practices is highly desirable.
  
  
  

Skills and Competencies:

• Proven expertise in hospitality principles, with the ability to translate luxury service models (e.g., Four Seasons) into a healthcare context.
• Strong project management skills, including SOP development, training program design, and technology implementation (e.g., AI tools).
• Excellent communication and interpersonal skills, with a focus on empathy, team building, and stakeholder collaboration.
• Familiarity with healthcare regulations (e.g., HIPAA, OSHA) and quality improvement methodologies.
• Proficiency in virtual learning platforms and data analytics for operational insights.
• Commitment to employee development, with experience in cross-training and internal promotion strategies.
  
  
  

Personal Attributes:

Innovative thinker with a patient-first mindset. Ability to thrive in a fast-paced environment, lead change initiatives, and foster a positive, inclusive culture.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  
  

Work Location: Hybrid remote in La Jolla, CA 92037

Flexible work from home options available.