Vice President of Operations - Hybrid

Description:

The Vice President of Health Center Operations (VPHCO) provides executive leadership and direct oversight of the day-to-day operations of North Shore Community Health (NSCH) health centers. This role is accountable for enterprise practice management, operational strategy, access optimization, regulatory compliance, and operational performance across medical, dental, and behavioral health services.

Reporting to the President and Chief Executive Officer, the VPHCO is a senior member of the executive leadership team and is responsible for translating organizational strategy into consistent, high-performing operations across all sites. The role works in close partnership with the Chief Medical Officer, Behavioral Health Director, dental and behavioral health clinical leadership, the AVP of Practice Transformation, and other senior leaders to ensure alignment between clinical strategy and operational execution.

The VPHCO directly oversees health center operations, leadership, and non-clinical operational functions, including site operations, practice management, access and capacity optimization, operational compliance, patient navigation, facilities and safety, and emergency preparedness. The role provides executive oversight of dental and behavioral health operations and strategy, ensuring coordinated planning, execution, and performance management in collaboration with respective clinical leaders.

This position is accountable for operational readiness for HRSA, state, and payer reviews; implementation of policies, procedures, and internal controls; and the use of performance data to drive continuous improvement. The VPHCO also plays a leadership role in emergency preparedness and response under the Emergency Operations Plan and Incident Command System.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

ESSENTIAL FUNCTIONS

• Provide executive oversight of multi-site health center operations, ensuring consistent, compliant, and patient-centered service delivery.
• Directly supervise operational leaders responsible for day-to-day practice management, site operations, access management, patient flow, and non-clinical support functions.
• Lead enterprise operational strategy, including access optimization, capacity planning, and operational performance management.
• Provide executive oversight of dental operations and strategy, and behavioral health operations and strategy, in close coordination with the Behavioral Health Director and dental and behavioral health clinical leadership.
• Partner with the CEO, CMO, AVP of Practice Transformation, VP of Value-based and Informatics, and clinical leaders to align operational execution with clinical and organizational priorities.
• Ensure operational compliance and readiness for HRSA, state, and payer audits and reviews; lead corrective action planning as needed.
• Oversee implementation of operational policies, procedures, and internal controls in partnership with Compliance and Privacy leadership.
• Monitor and act on operational performance metrics, dashboards, and key indicators to drive improvement in efficiency, access, quality, and patient experience.
• Lead and support system-wide process improvement initiatives across medical, dental, and behavioral health operations.
• Provide executive leadership for emergency preparedness, continuity of operations, and incident response.

REQUIRED SKILLS AND ABILITIES

• Values cultural diversity and individual differences, supporting NSCH’s commitment to building on these strengths.
• Demonstrated quality improvement and process improvement experience.
• Self-motivated and able to work both independently and collaboratively within a team.
• Extremely detail-oriented in verifying own work as well as reviewing the work of others.

EDUCATION & EXPERIENCE

• Master’s degree in Health Care Administration, or related clinical (i.e., MD, RN) or administrative discipline strongly preferred.
• Minimum of five years progressive management experience required, preferably in an ambulatory health care setting (Community Health Center experience is strongly preferred).
• Strong knowledge of and experience in process improvement and facilitation. Familiarity with Lean preferred.
• Strong analytical, numerical and reasoning abilities, knowledge of health information technology in primary care settings, including design and use of data to improve quality.
• Demonstrated skills and experience in collaboration, negotiation, problem identification, and resolution.
• Demonstrated strong management and leadership skills.

Work Environment Conditions

• Potential exposure to infectious diseases
• This position operates in a professional, fast-paced, and collaborative environment. Regular interaction with colleagues, supervisors, and/or clients occurs in person, by phone, and via digital communication platforms.
• Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.
• Work may require sitting or standing for extended periods, using computers and other standard office equipment.
• Employees are expected to follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical Requirements

• Frequent standing, lifting, and assisting with patient transfers (particularly relevant for nursing and technical roles)
• Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds
• Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones
• May be required to travel to multiple sites within a single day

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings yearly. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID-19, including providing proof of having received the COVID19 vaccine, unless a religious or medical exception is granted. All prospective employees must be vaccinated before their first day of employment, and proof of vaccination record must be provided with prehire paperwork.

To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please get in touch with the Human Resources Department at [email protected]

North Shore Community Health is dedicated to building a diverse workforce. Are you excited about this role but feel that your experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and a thriving cultural scene.

For Information, Please Contact:

Talent Acquisition Department

North Shore Community Health

[email protected]