Practice Operations and Projects Lead

Position Overview:

The Practice Operations & Projects Lead plays a key role in ensuring the effective daily operation of the Practice Support function while driving cross-departmental projects and operational improvements. This role oversees Zendesk ticketing operations related to clinic facilities, vendor management, and supply logistics, ensuring consistent service quality, accountability, and timely resolution of requests.
The Practice Operations & Projects Lead collaborates closely with IT, Procurement, and Client Service Delivery teams to maintain efficient processes and clear communication across departments. Additionally, this role supports the rollout of strategic initiatives such as new clinic launches, operational system improvements, and internal infrastructure projects—helping deliver scalable growth and operational excellence through structured execution and process standardization.


Key Responsibilities
Practice Operations:

• Oversee daily ticket operations for facilities management, vendor coordination, and supply ordering to ensure timely and high-quality service delivery.
• Maintain clear workflows, SOPs, and documentation to support consistency and accountability across all ticket categories.
• Monitor ticket queues, workload balance, and performance metrics, taking proactive steps to address bottlenecks and maintain coverage.
• Act as the primary liaison with IT, Procurement, and other teams to ensure seamless coordination on maintenance, asset tracking, and inventory control.
• Serve as the first escalation point for urgent or complex operational tickets, providing direction and ensuring swift resolution.
• Collaborate with other teams to identify recurring issues and implement sustainable long-term solutions.
  

Project Management

• Lead and coordinate operational projects such as clinic expansions, vendor transitions, or workflow redesigns.
• Develop structured project plans, timelines, and deliverables to ensure alignment across all stakeholders.
• Communicate project progress, risks, and dependencies with clarity and consistency to maintain accountability and transparency.
• Identify operational gaps or inefficiencies through data analysis and lead initiatives to enhance quality, reduce costs, and improve turnaround time.

On-Site Support

• Provide on-site presence as needed during major projects such as new clinic openings, relocations, or equipment installations.
• Serve as the on-site escalation point for urgent, complex, or sensitive operational issues requiring immediate resolution.
• Assist clinic staff and the Practice Support team in resolving real-time facility or supply issues to ensure uninterrupted clinic operations.
• Support project rollouts and training efforts to promote consistent adoption of new tools, workflows, or standards.

Success in This Role Will Be Measured By:

• Timely resolution and quality of ticket handling across facilities, vendor, and supply workflows.
• Efficiency and consistency of operational processes, documentation, and SOP adherence.
• Successful planning and execution of key operational or expansion projects on schedule and within scope.
• Effective collaboration and communication across internal teams (IT, Procurement, Practice Support, Client Service Delivery).
• Team responsiveness and ability to maintain operational stability during peak periods or on-site rollouts.
• Visible on-site presence and proactive engagement during major rollouts, installations, or clinic openings to ensure operational readiness and support staff.
• Quality of client relationships maintained through clear communication, professionalism, and reliable execution of operational commitments.

Education & Experience

• Bachelor’s degree in Business Administration, Healthcare Management, Operations, or a related field preferred.
• 3–5 years of experience in healthcare operations, facilities coordination, or administrative project management.
• Experience working with Zendesk, Wrike, or other workflow management and ticketing systems required.
• Proven experience managing vendors, coordinating cross-functional projects, and supporting multi-site operations.

Skills & Competencies

• Strong organizational and project management abilities, capable of handling multiple priorities simultaneously.
• Excellent written and verbal communication skills with the ability to collaborate effectively across teams and departments.
• Analytical and process-oriented mindset with the ability to identify inefficiencies and drive improvements.
• High attention to detail, proactive problem-solving, and strong follow-through on commitments.
• Demonstrated leadership and interpersonal skills to guide team members and support collaboration across departments.
• Proficiency in Microsoft Office Suite and comfort with data reporting or performance dashboards.

Other Requirements:

• Coverage Hours: 8:30 AM – 5:00 PM
• Weekend and after-hours work is occasionally required to support on-site projects, coordinate time-sensitive service requests, or respond to operational issues that arise outside of standard business hours.
• A valid driver’s license is required.
• This role involves regular travel to client locations, with approximately 40–50% of time spent on-site.
• The employee will have access to a company vehicle for work-related travel.

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