Program Director

Employment Type: Full-time, Exempt
Location: Hybrid (Maryland)
Compensation: $75,000 – $90,000 base + Performance Bonus Program
Benefits: Medical, Dental, Vision, CEU Allowance, 401(k) w/ 3% Match, 80 Hours PTO

About NPOC

Established in 2017, Nurse Practitioner on Call (NPOC) is a fast-growing, nurse practitioner–led mental health practice serving communities across Maryland. Our next chapter focuses on scaling with intention launching new service areas, expanding access, and building a strong provider workforce.

We are hiring a Director of Operations who is equally at home in strategy and execution, someone who can architect systems, expand our reach, and accelerate growth with measurable outcomes.

Position Summary

The Director of Operations is the chief architect of NPOC’s expansion strategy, responsible for optimizing operations across all current sites while launching new counties, building high-performing teams, and growing our provider network.

This role requires a data-driven builder who thrives in fast growth, knows how to stabilize systems while scaling them, and can build partnerships that expand market presence and referral volume.

Core Responsibilities

1. Growth & Expansion Leadership (Primary Mandate)

• Lead expansion into new Maryland counties including market evaluation, regulatory readiness, site development, workforce planning, and launch management.
• Create county-by-county expansion roadmaps with quarterly milestones.
• Build strategic partnerships with hospitals, community organizations, referral networks, payers, and wellness program partners.
• Drive provider and clinician recruitment to scale staffing in line with revenue and volume goals.
• Grow NPOC’s visibility through external relations, community engagement, and partnership strategy.

1. Operational Excellence & Systems Building

• Oversee day-to-day operations across existing and future locations; ensure all workflows, patient scheduling, billing, clinical support, and administrative functions run efficiently.
• Design scalable SOPs, policy frameworks, and operational systems to support multi-site growth.
• Implement technology and process improvements that reduce friction and increase throughput.
• Create and monitor operational dashboards (clinical productivity, scheduling efficiency, claims flow, staff utilization).

1. Financial & Performance Management

• Develop annual budgets for operations, staffing, technology, and new site launches.
• Track revenue-generating metrics and ensuring operational decisions support financial sustainability.
• Regularly report expansion progress, staffing status, financial indicators, and capacity forecasting to leadership.

1. Compliance & Quality Oversight

• Ensure all sites meet state and federal regulations, licensing requirements, and clinical standards.
• Lead continuous quality improvement initiatives based on patient satisfaction, provider performance, and operational KPIs.

1. Leadership & People Development

• Lead, mentor, and grow clinic managers and support teams.
• Build a culture of accountability, performance, patient-centered service, and operational excellence.
• Establish clear expectations and developmental pathways for providers and administrative staff.

Performance Metrics & KPIs (What Success Looks Like)

Growth & Expansion KPIs

• 2–3 new Maryland counties launched within first 18–24 months
• Provider workforce growth of 25–40% year-over-year
• At least 3–5 new strategic partnerships formed each year supporting referrals, community reach, or service expansion
• Successful launch of new services (e.g., telehealth expansions, wellness program integration) based on leadership priority

Operational KPIs

• 20–30% improvement in scheduling efficiency within 12 months
• Reduction in operational bottlenecks (wait times, provider idle time, documentation delays)
• Improved staff retention rates
• SOP adoption across 100% of operational functions

Financial KPIs

• Meeting or exceeding budget targets for new site openings
• 10–15% year-over-year growth in visit volume or revenue (based on operational improvements and expansions)
• Maintaining strong productivity benchmarks

Quality & Compliance KPIs

• ≥ 4.5/5 average patient satisfaction rating across sites
• Zero significant compliance violations
• Timely completion of audits, licensing updates, and clinical QA processes

Performance Bonus Structure

Annual Bonus Eligibility: Up to 10% of Base Salary

Examples:

1. Expansion Milestones (40% of bonus)
   • Launching new county sites on-time and meeting regulatory standards.
2. Provider Recruitment & Retention (25% of bonus)
   • Hiring benchmarks met (e.g., +X providers per quarter).
3. Operational Efficiency Gains (20% of bonus)
   • Demonstrable improvements in scheduling, patient flow, staffing ratios.
4. Partnership Development (15% of bonus)
   • Securing partnerships that increase referral volume or community visibility.

Required Qualifications

• 5–7+ years of healthcare operations leadership, preferably in a multi-site, outpatient, NP-led, or mental health/primary care environment.
• Demonstrated success scaling organizations, opening new clinic locations, or growing provider networks.
• Strong experience with partnership development, business development, or regional expansion.
• Proven ability to manage budgets, forecast staffing needs, and track financial KPIs.
• Excellent leadership, communication, and operational systems-building skills.
• Adept with healthcare compliance, credentialing, and regulatory requirements.

Preferred Qualifications

• Experience launching clinics or expanding into new geographic markets.
• Background in healthcare administration, business, operations, or similar discipline.
• Familiarity with Maryland regulatory landscape.
• Experience working with nurse practitioners or clinician-led care models.

What We Offer

• Competitive salary: $75K–$90K
• Hybrid work flexibility
• Medical, dental, vision insurance
• CEU allowance
• 401(k) with 3% employer match
• 80 hours of PTO annually
• A unique opportunity to lead a fast-growing, mission-driven clinician-led organization
• Direct collaboration with founders and the ability to shape NPOC’s statewide footprint.