Director of Operations - N Magnolia Avenue Anaheim, California, United States

Description · Who We Are · To empower our senior participants to age at home with dignity through personalized, comprehensive care plans that deliver high-quality health and human services along with strong community support. · Benefits · 401(k)  · Dental insurance · Employee ass ...

Job description

Description

Who We Are

To empower our senior participants to age at home with dignity through personalized, comprehensive care plans that deliver high-quality health and human services along with strong community support.

Benefits

• 401(k) 
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Job Summary

The Director of Operations is responsible for strategic operational oversight across all Innovative Integrated Health locations. This role will include cross functional strategical alignment to determine performance metrics which include; dashboards, workflows, and reports are needed for the operational team to make meaningful data driven decisions. This role encompasses the effective planning, leadership, and development of organizational systems, including ancillary services, to ensure seamless participant care and cost-effect health care services to PACE participants. The Director provides continuous administration and evaluation of company-wide operations to maintain peak efficiency and regulatory compliance. The Director of Operations leads all operational projects whether initiatives may be technical or administrative in nature, ranging from implementing operational support software systems to developing and directing project plans for process re-engineering, new product launches, or service expansions. Travel to various Innovative Integrated Health locations is required for management oversight and site-specific leadership. 

Essential Job Functions

Duties include but not limited to: 

• Manages and directs the Operations Manager, Interpreting Supervisor, and Health Records Supervisor, including coaching and performance evaluation.
• Oversees departmental teams including Patient Access, Interpreters, Medical Records, and other operational staff as assigned across all sites.
• Defines and ensures understanding of job responsibilities for all direct reports; fosters a continuous improvement culture aligned with IIH core values.
• Establishes effective communication mechanisms between staff, providers, participants, and the management team to ensure transparency and information sharing.
• Ensures adequate staffing levels across all locations to maintain continuity, quality of service, and participant safety.
• Partners with other directors and divisions to design, standardize, and implement process improvements and solutions that advance daily operations.
• Ensures that decisions regarding medical, social, and supportive services are met based on assessed participant needs and organizational capacity.
• Collaborates with the clinical division to assist in the development and facilitation of care coordination and service utilization.
• Establishes benchmarks for performance and holds teams accountable for operational and financial outcomes.
• Ensures all operational practices are aligned with Centers for Medicare and Medicaid Services (CMS) and Department of Health Care Services (DHCS) regulations.
• Works closely with the Executive Directors in monitoring for compliance with participant Service Delivery Requests, implementing immediate corrective action as necessary.
• Evaluate and redesign workflows for maximum efficiency and automation opportunities within overseen departments 
• Monitors and coordinates responses participant grievances and appeals related to the departments overseen
• Responsible for maintaining confidentiality and providing excellent customer service to participants, their families or designated representatives.
• Develops and reviews documentation for new and existing business processes, ensuring workflows are standardized across all sites.
• Coordinates project logistics, including the management of meeting schedules, agendas, minutes, and accountability reporting for all major initiatives.
• Guides the work of internal staff and external vendors, monitoring task schedules and delivery from inception through completion.
• Provides regular project status reports to the leadership team regarding the progress of administrative and operational initiatives.
• Adheres to all center practices and policies, including participation in assigned committees and staff meetings.
• Maintains a flexible work schedule.
• May be required to use personal vehicle, if applicable. If using a personal vehicle, a valid California Driver's License is required.  

Qualifications

Knowledge, Skills, and Abilities 

• In-depth understanding of the Program of All-Inclusive Care for the Elderly, including the integration of social and medical models of care.
• Technical knowledge of CMS and DHCS governing regulations, including HIPAA and participant rights.
• Familiarity with Electronic Health Records (EHR), inventory management databases, and administrative software logic.
• Understanding of structured project management methodologies (e.g., Waterfall or Agile) and resource planning.
• Proficiency in office systems, equipment functionality, and high-volume record-retention protocols.
• Expert capability in diagnosing workflow failure points and identifying latent operational risks.
• Strong ability to communicate effectively, both orally and in writing.
• High-level articulation for facilitating stakeholder consensus and professional correspondence.
• Ability to interpret performance metrics and utilize analytical tools to validate project efficacy.
• Skill in aligning personnel and vendor talents with specific project milestones and deadlines.
• Skill in verifying departmental adherence to standardized benchmarks and safety policies.
• Ability to rapidly synthesize new department-specific goals, service tiers, and technical updates.
• Ability to fluidly transition between disparate tasks and re-calibrate focus based on immediate organizational demands.
• Ability to apply independent logic and self-direction to resolve complex process gaps.
• Ability to translate abstract user needs into concrete, actionable system requirements.
• Ability to self-regulate high-volume workloads and meet strict reporting deadlines without oversight.

Working Conditions and Physical Demands

The working conditions and physical demands described here are representation of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to access all areas of the center throughout the workday.
• Ability to lift up to 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; required to obtain assistance of another qualified employee when attempting to lift or transfer objects over 50 pounds.
• Requires constant hand grasp and finger dexterity; frequent sitting, standing, walking and repetitive leg and arm movements, occasional bending, reaching forward and overhead; squatting and kneeling.
• Ability to communicate verbally with an excellent comprehension of the English language.
• Work is generally performed in an indoor, well-lighted, well-ventilated, heated, and air-conditioned environment

Experience

• Minimum of five (5) years of progressive leadership experience in a professional business or government setting, specifically managing high functioning teams and complex departments.
• Minimum of five (5) years of experience leading large-scale operational projects or system implementations from inception to completion.
• Minimum of two (2) years working within a highly regulated environment, such as PACE, Medicare/Medicaid Managed Care, or a similar business models that are subject to scrutiny and government oversight
• Minimum of one (1) year of documented experience working with a frail or elderly population. 
  
   

Education and Certification

• Bachelor's degree in healthcare, business, and/or equivalent experience preferred.
• Is medically cleared for communicable diseases and has all immunizations up-to-date before engaging in direct participant contact.

Core Values

• CARE is central to what we do, prioritizing the well-being, dignity, and independence of our senior participants.
• COMPASSION in every interaction, ensuring kindness, empathy, and understanding guide our care.
• CULTURE that reflects the diverse backgrounds of those we serve and fosters a workplace where every team member feels supported, valued, and empowered to grow.
• COMMUNITY that fosters connection, belonging, and support for participants and their families.
• COMMITMENT to quality improvement, innovation, and delivering healthier outcomes.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.