Director of Clinic Support Services (Administrative)

Position Overview

A successful Director of Clinic Support Services (DCSS) must be passionate about healthcare and driven to make a difference in the lives of others, serving as a mission-focused catalyst to help Livingston Community Health deliver the highest quality of care and exceptional service to our patients and their families.

The DCSS is responsible for the strategic direction, operational oversight, and performance management of key clinical support service lines across the organization. This includes direct oversight of the pharmacy, referrals, and medical records departments, as well as administrative oversight of radiology, laboratory services (Quest Diagnostics), and the organization's emerging optometry service line. This role ensures that all clinic support functions operate efficiently, compliantly, and in alignment with the organization's mission to provide high-quality, patient-centered care.

Essential Functions, Duties, and Responsibilities

Leadership & Fiscal Oversight

Lead and manage operations across pharmacy, referrals, medical records, radiology, laboratory, and optometry service lines.
Accountability and ensuring revenues and expenses meet or exceed annual targets.

Vendor and Contract Management

Negotiate and manage service level agreements (SLAs) with external imaging, laboratory, and optometry partners; monitor key performance indicators (KPIs) and escalate any under-performance until resolved.

Service-Line Expansion

Oversee the development of financial projections, regulatory submissions, and project plans for new or expanded support services.

Regulatory and Quality Assurance

Coordinate and support required regulatory audits and inspections--such as those conducted by Health Resources and Services Administration (HRSA), the Board of Pharmacy (BOP), California Department of Public Health (CDPH), health plans, and other regulatory bodies--and ensure timely implementation of any resulting corrective actions.
Develop, write, and annually review department-specific policies, procedures, and standard operating procedures (SOPs), ensuring alignment with HRSA, FTCA, HIPAA, CLIA, and 340B requirements, and organizational standards.
Provide quarterly quality and financial updates to the Executive team.

Operational Excellence

Ensure data integrity across electronic health record systems, pharmacy dispensing platforms, and laboratory information systems by partnering closely with the information technology team for rapid issue resolution.
Supports the overall needs of the organization by working flexible or extended hours when necessary.
Demonstrates competence with the mission, vision, and values of the organization in providing quality services to the community.
Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
Maintains confidentiality and respect for all sensitive information.
Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
Contributes as part of the leadership team by promoting positive staff interactions and maintaining open communication with other programs and departments.
Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.

Training, In-Service Education, and Staff Development

Design, deliver, and document ongoing training and in-service education programs for all support services personnel to ensure competence in job duties, new policies, regulatory requirements, and process improvements.
Collaborate with the training department to standardize onboarding curricula and maintain current training materials for pharmacy, laboratory, medical records, referrals, radiology, and optometry teams.

People and Culture

Coach and develop managers and frontline leaders, build succession pipelines, and drive workforce retention (<15% voluntary turnover). Partner with HR on talent development, engagement strategies, and leadership-development pathways.
Foster a culture of compliance and patient-centered service throughout all support departments

Education, Knowledge, Skills, and Abilities

Education and Experience
· Bachelor's degree in Healthcare Administration, Public Health, Nursing, Business, or related field required.
· Master's degree (MHA, MPH, MBA, or related) strongly preferred.
· Minimum of 5 years of progressive leadership experience in healthcare operations, preferably within an FQHC or ambulatory care setting.
· Demonstrated experience overseeing multiple service lines or departments.


License/Certification
· Possess and maintain a valid driver's license.

Knowledge, Skills, and Abilities
· Ability to exercise a high degree of initiative, judgment, discretion, strong facilitation, critical thinking skills, and decision making to achieve health clinic goals and objectives.
· Strong knowledge of clinical workflows, ancillary services, and regulatory requirements.
· Familiarity with 340B program management, HIPAA, CLIA, and HRSA requirements.
· Ability to lead multi-disciplinary teams and foster collaboration across departments.
· Exceptional organizational, analytical, and problem-solving skills.
· Exceptional verbal and written communication skills.
· Exceptional computer skills.
· Proficiency in EHR systems (NextGen preferred) and operational data tools.
· Ability to provide effective guidance and training to support success.
· Demonstrate strong problem-solving skills and sound judgment.
· Ability to handle multiple projects at once.
· Ability to work successfully as part of a team.
· Willingness to communicate using strong emotional intelligence.
· Willingness and ability to travel to all clinic sites.