Position Summary
The Chief Operating Officer (COO) is responsible for overseeing the day-to-day operational performance and execution of Access Serenity's telemedicine services. Working closely with the CEO and President, the COO ensures the organization operates efficiently, delivers high-quality virtual care, maintains regulatory compliance, and has the operational infrastructure necessary to support continued growth and expansion.
The COO provides leadership and oversight across clinical operations, provider management, telehealth service delivery, technology workflows, payer operations, regulatory compliance, and organizational performance. This position is responsible for translating the organization's strategic goals into measurable operational plans and ensuring departments and team members are accountable for achieving established objectives.
Essential Job Duties & Responsibilities
- Direct and oversee the daily operations of Access Serenity's telemedicine services.
- Translate organizational goals and growth strategies established by the CEO and President into actionable operational plans.
- Establish measurable operational goals, performance expectations, and accountability standards across the organization.
- Monitor key performance indicators related to patient access, provider productivity, service delivery, scheduling, utilization, revenue, quality, and operational efficiency.
- Identify operational barriers, workflow deficiencies, and performance concerns and implement appropriate corrective action plans.
- Oversee provider operations, including staffing needs, scheduling, productivity expectations, credentialing coordination, and ongoing operational support.
- Ensure adequate provider coverage and operational resources are maintained to meet patient and organizational needs.
- Partner with clinical leadership to ensure telemedicine services are delivered safely, consistently, and in accordance with established standards of care.
- Support the development, implementation, and monitoring of standardized operational policies, procedures, and workflows.
- Ensure operations remain compliant with applicable federal and state telehealth requirements, payer requirements, licensing standards, HIPAA, and organizational policies.
- Collaborate with Compliance, Human Resources, Finance, Revenue Cycle, and other corporate departments to address operational and regulatory needs.
- Oversee operational relationships and workflows involving payers, vendors, technology platforms, and other external business partners.
- Monitor technology-related operational issues affecting providers, patients, scheduling, documentation, or service delivery and coordinate timely resolution.
- Evaluate current systems and processes to determine opportunities for automation, standardization, increased efficiency, and improved patient and provider experience.
- Review financial and operational performance in partnership with executive leadership and identify opportunities to improve productivity, control costs, and strengthen financial performance.
- Support budgeting, forecasting, staffing models, and resource allocation based on operational needs and projected growth.
- Develop and maintain operational dashboards and reports to provide executive leadership with clear visibility into organizational performance.
- Hold department leaders and team members accountable for established goals, deadlines, policies, and performance expectations.
- Lead operational meetings and ensure identified action items are assigned, tracked, and completed timely.
- Assist with the evaluation and implementation of new services, markets, payer relationships, and operational opportunities.
- Support the CEO and President with growth and expansion initiatives, including ensuring the appropriate staffing, technology, processes, and operational infrastructure are in place to successfully scale the organization.
- Participate in strategic planning and provide operational recommendations regarding organizational growth, expansion, and long-term sustainability.
- Promote a culture of accountability, collaboration, continuous improvement, quality, and patient-centered service.
- Perform other executive-level operational responsibilities as assigned by the CEO or President.
Preferred Qualifications
- Education: Bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or a related field required. Master's degree in Healthcare Administration, Business Administration, or a related discipline preferred.
- Experience: Minimum of
7-10 years of progressive healthcare operations leadership experience, with demonstrated responsibility for multi-department or organization-wide operations. - Experience within telemedicine, behavioral health, healthcare technology, physician/provider operations, or multi-state healthcare services is strongly preferred.
Candidates must be flexible with travel scheduling and understand that overnight travel is frequently required. Depending on business needs, this position may require overnight stays of up to four (4) nights per week.
Knowledge, Skills & Abilities
- Strong healthcare operations and executive leadership experience.
- Knowledge of telemedicine operations and virtual healthcare delivery.
- Understanding of federal and state healthcare and telehealth regulatory requirements.
- Experience managing provider operations, staffing, productivity, and performance.
- Strong understanding of healthcare financial and operational performance metrics.
- Ability to develop and monitor measurable KPIs and operational dashboards.
- Strong analytical, organizational, and problem-solving skills.
- Ability to identify operational deficiencies and implement sustainable solutions.
- Demonstrated ability to manage multiple departments, priorities, and projects simultaneously.
- Strong leadership and accountability skills.
- Excellent written and verbal communication skills.
- Ability to work collaboratively with executive, clinical, financial, and operational leadership.
- Experience supporting organizational growth, expansion, and implementation of new services.
- Ability to adapt quickly in a growing and changing healthcare environment.
- Strong proficiency with Microsoft Office and healthcare technology platforms.
Leadership Expectations
The COO is expected to serve as the primary operational leader for Access Serenity and ensure that strategic initiatives are effectively executed throughout the organization. Success in this position requires a hands-on leader who can evaluate operations, identify areas requiring improvement, establish clear expectations, and hold teams accountable for measurable results.
The COO must be comfortable operating in a fast-paced and evolving telemedicine environment and be able to balance immediate operational needs with the infrastructure and processes required for continued organizational growth.
Key Measures of Success
Performance in this position may be measured through:
- Provider productivity and utilization
- Patient access and appointment availability
- Provider coverage and staffing
- Operational efficiency
- Revenue and financial performance
- Payer and credentialing performance
- Regulatory and compliance performance
- Quality and patient service metrics
- Timely resolution of operational issues
- Completion of organizational initiatives
- Achievement of established departmental KPIs
- Successful implementation and operationalization of growth and expansion initiatives
Why Join Freedom Healthcare?
- Opportunity to lead growth initiatives across a rapidly expanding behavioral health organization
- Executive-level collaboration and leadership development
- Meaningful impact on patient access and community healthcare services
- Dynamic, fast-paced environment with opportunities for advancement
- Competitive compensation and benefits package
