Director of Operations

Welcome to Piedmont Cancer Institute — where patient care is more than a mission; it's a partnership and our values lead the way.
For more than 38 years, Piedmont Cancer Institute (PCI) has proudly served the Metro Atlanta community, delivering exceptional cancer care built on a foundation of Compassion, Innovation, Communication, and Integrity. Today, our team includes 17 dedicated physicians, 20 skilled Advanced Practice Providers, across 6 locations (and growing) —all united in our commitment to excellence.

At PCI, we blend cutting-edge treatments with deep clinical expertise and genuine compassion to offer truly comprehensive care. Our dedication goes beyond medicine—it’s reflected in how we care for our patients, support their families, and collaborate with one another. No matter your position, a career at PCI offers more than a paycheck. It’s a place where purpose meets passion, where connection fuels collaboration, and where your work makes a lasting impact.

Why Join PCI?
We're looking for talented individuals who share our passion for making a difference. If you value Compassion, embrace Innovation, prioritize open Communication, and act with Integrity, you'll thrive at Piedmont Cancer Institute—where every role plays a part in advancing hope and healing in our community. Here, you'll find purpose in your work.

Job Description:

Core Responsibilities:

Operational Leadership & Standardization

• Lead office and HIM managers with clear expectations for performance, accountability, and culture.
• Standardize workflows and operating procedures across all sites to ensure consistency and quality.
• Monitor performance and proactively address operational gaps, inefficiencies, and variation.

Referral-to-Visit Process Ownership

• Own the end-to-end process from referral initiation through first patient visit.
• Ensure timely, accurate, and coordinated referral intake, scheduling, and patient readiness.
• Improve responsiveness and communication with referring providers.
• Eliminate delays, handoff failures, and breakdowns in the intake and scheduling process.

Scheduling & Continuity of Care

• Establish standardized processes for new, follow-up, and return visit scheduling.
• Ensure scheduling aligns with clinical intent and supports continuity of care.
• Reduce no-shows and care gaps through proactive scheduling and follow-up processes.
• Oversee outbound referral coordination to support complete care plans.

Service Design & Experience Optimization

• Design and continuously improve the end-to-end patient and referring provider experience.
• Map and manage key touchpoints across intake, onboarding, scheduling, and follow-up.
• Define and enforce service standards (timeliness, communication, reliability).
• Lead redesign initiatives for critical workflows and “moments that matter.”

Hybrid Workforce Management

• Lead a blended workforce of onsite, remote, and outsourced team members.
• Establish clear roles, expectations, and service standards across all work environments.
• Ensure strong coordination, communication, and accountability across distributed teams.
• Monitor productivity, responsiveness, and quality across all functions.

Access & Throughput Optimization

• Improve patient access by optimizing intake and scheduling processes.
• Monitor key metrics such as referral conversion, time to first visit, and scheduling efficiency.
• Balance access, capacity, and operational performance across sites.

Operational Excellence & Continuous Improvement

• Establish a disciplined operating cadence, including KPIs, reporting, and performance reviews.
• Lead process improvement initiatives across intake, scheduling, and information flow.
• Use data, observation, and feedback to identify issues and drive sustainable improvements.
• Scale best practices across all clinic locations.

Technology & Workflow Integration

• Oversee the performance and optimization of front-end operational systems and tools.
• Partner with IT and clinical leadership to improve EMR workflows and system integration.
• Identify and implement automation opportunities to improve efficiency and accuracy.
• Ensure alignment between technology capabilities and operational processes.

Cross-Functional Leadership

• Partner with Clinical, Revenue Cycle, IT, Finance, HR, and Marketing to align operations and eliminate friction.
• Ensure seamless coordination across referral intake, scheduling, financial clearance, and clinical readiness.
• Support organizational growth by strengthening access, referral experience, and operational scalability.

HIPAA Requirements

The Director of Operations will have access to PHI and ePHI as required to fulfill job responsibilities. In accordance with the minimum necessary standard of HIPAA, access is limited to designated record sets essential to job functions.

Demands of the Position

Requires walking, standing, sitting, bending, lifting, and carrying up to 50 lbs. Must be able to handle physical demands in a clinical office environment and travel between clinic sites as needed.

Typical Working Conditions

Work is performed in a clinical office setting with potential exposure to infectious disease and occupational hazards. Requires the ability to work under pressure and adapt to frequent changes in workflow.

Machines, Equipment, and Tools

Computer, EMR system, telephone, copier, fax, printer, and standard office equipment.

Work Environment

Works primarily in a well-lit, climate-controlled environment. Occasional travel between sites is required. Must be able to maintain productivity and composure under pressure.