Balboa Care Nephrology Research Enterprise United
Director of Central Operations
Balboa Care Nephrology Research Enterprise United, San Diego, California, United States, 92189
At Balboa Nephrology youll play a critical role in shaping the systems and teams that directly impact patient access and care coordination. Youll lead diverse remote-based teams that serve as the backbone of our operations. We are a physician-led patient-focused organization that values innovation accountability and continuous improvement.
Overview Director of Central Operations
will oversee Balboa Nephrology’s central remote-based operations teams including Inbound New Patient Referrals, Clinical Referrals (outbound referrals and authorizations), Dialysis Placement, and Renal Education Coordination. This leader will ensure each team operates effectively and consistently while fostering a positive collaborative environment where employees feel valued and supported.
The Director will directly manage frontline telephonic employees while also mentoring and developing the supervisors assigned to each team. They must balance process discipline and data analysis with people-first leadership, cultivating a culture of trust, accountability, innovation, continuous improvement, and professional growth. This role requires both a deep understanding of operations and the ability to inspire and empower teams to do their best work in service of patients and providers.
Key Responsibilities / Essential Job Duties
Operational Excellence & Process Optimization
Oversee daily operations across referral management, dialysis placement, and renal education programs ensuring high quality and efficient workflows.
Conduct time studies to measure task duration, identify bottlenecks, and establish baseline productivity standards.
Design, implement, and refine standard operating procedures to drive consistency across all teams.
Leverage data to forecast volume trends, model capacity, and align resources to organizational needs.
Actively challenge the status quo by evaluating existing workflows and identifying opportunities for improvement.
Explore and embed innovative technology solutions that simplify processes, reduce administrative workload, and create sustainable efficiencies.
Champion a mindset of continuous improvement by encouraging teammates to bring forward ideas and pilot new approaches.
Partner with executive leadership to identify and implement process improvements that enhance patient and provider experience.
Data-Driven Performance Management
Work with data team to build and maintain dashboards to track volume, productivity, turnaround time, and quality across all teams.
Use data to identify high- and low-performing individuals and implement coaching and performance improvement plans.
Establish key performance indicators (KPIs) to measure operational efficiency, staff productivity, and service quality.
Provide regular reporting and insights to executive leadership on performance trends, risks, and opportunities.
Team Leadership & Talent Development
Lead with empathy, approachability, and a commitment to creating a supportive work environment.
Directly manage central operations staff across multiple functions, ensuring clear expectations while recognizing and celebrating successes.
Mentor and coach supervisors to grow into effective leaders, providing opportunities for professional development and leadership experience.
Foster engagement and belonging in a remote / call-center-like environment by building team connections and ensuring employees feel supported and heard.
Partner with HR to support employee well-being, growth, and retention, emphasizing career development pathways.
Model Balboa’s values by inspiring teams through mission-driven leadership and demonstrating the positive impact their work has on patient care.
Cross-Functional Collaboration
Serve as the primary liaison between Central Operations and clinical, field, and business office teams to ensure alignment and seamless coordination.
Partner with IT, data analytics, and clinical leadership to enhance reporting, technology, and workflow tools.
Support organizational initiatives such as patient access improvements, referral conversion, and value-based care goals.
Required Qualifications
Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s degree preferred).
7 years of progressive operations leadership experience with at least 3 years managing large remote/call-center-style teams.
Strong background in process optimization, time studies, and data-driven capacity planning.
Proven success using dashboards, KPIs, and reporting to drive team and organizational performance.
Demonstrated ability to mentor and develop supervisors and staff into high-performing leaders and contributors.
Exceptional people management skills with the ability to inspire, coach, and hold teams accountable.
Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights.
Experience in healthcare operations strongly preferred.
Pay Range $120,000 - $172,000 annually, inclusive of base salary and target bonus
Other Considerations
Background check required
Travel to other sites located within San Diego County may be required
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Supervisory duties: Yes
Work Location Hybrid at our La Jolla, CA office
Additional Information Language Skills: English required; ability to understand clinical/medical vocabulary in context. Vision requirements: close vision, focus adjustment, color perception. Physical Demands: lifting up to 35 pounds, standing, repetitive motions, stairs. Work Environment: standard office and healthcare safety considerations. Balboa United is an equal opportunity employer with a comprehensive benefits program and opportunities for professional growth.
About Balboa United: Beginning in 1973 Balboa has grown from two physicians to a comprehensive nephrology team of 52 physicians and 8 advanced practitioners. Balboa United was launched in 2018 to support practice management services across multiple locations.
EEO Statement: Balboa United is an equal opportunity employer and makes employment decisions on the basis of merit. We prohibit unlawful discrimination and encourage qualified applicants from all backgrounds to apply. For concerns, contact Human Resources.
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Overview Director of Central Operations
will oversee Balboa Nephrology’s central remote-based operations teams including Inbound New Patient Referrals, Clinical Referrals (outbound referrals and authorizations), Dialysis Placement, and Renal Education Coordination. This leader will ensure each team operates effectively and consistently while fostering a positive collaborative environment where employees feel valued and supported.
The Director will directly manage frontline telephonic employees while also mentoring and developing the supervisors assigned to each team. They must balance process discipline and data analysis with people-first leadership, cultivating a culture of trust, accountability, innovation, continuous improvement, and professional growth. This role requires both a deep understanding of operations and the ability to inspire and empower teams to do their best work in service of patients and providers.
Key Responsibilities / Essential Job Duties
Operational Excellence & Process Optimization
Oversee daily operations across referral management, dialysis placement, and renal education programs ensuring high quality and efficient workflows.
Conduct time studies to measure task duration, identify bottlenecks, and establish baseline productivity standards.
Design, implement, and refine standard operating procedures to drive consistency across all teams.
Leverage data to forecast volume trends, model capacity, and align resources to organizational needs.
Actively challenge the status quo by evaluating existing workflows and identifying opportunities for improvement.
Explore and embed innovative technology solutions that simplify processes, reduce administrative workload, and create sustainable efficiencies.
Champion a mindset of continuous improvement by encouraging teammates to bring forward ideas and pilot new approaches.
Partner with executive leadership to identify and implement process improvements that enhance patient and provider experience.
Data-Driven Performance Management
Work with data team to build and maintain dashboards to track volume, productivity, turnaround time, and quality across all teams.
Use data to identify high- and low-performing individuals and implement coaching and performance improvement plans.
Establish key performance indicators (KPIs) to measure operational efficiency, staff productivity, and service quality.
Provide regular reporting and insights to executive leadership on performance trends, risks, and opportunities.
Team Leadership & Talent Development
Lead with empathy, approachability, and a commitment to creating a supportive work environment.
Directly manage central operations staff across multiple functions, ensuring clear expectations while recognizing and celebrating successes.
Mentor and coach supervisors to grow into effective leaders, providing opportunities for professional development and leadership experience.
Foster engagement and belonging in a remote / call-center-like environment by building team connections and ensuring employees feel supported and heard.
Partner with HR to support employee well-being, growth, and retention, emphasizing career development pathways.
Model Balboa’s values by inspiring teams through mission-driven leadership and demonstrating the positive impact their work has on patient care.
Cross-Functional Collaboration
Serve as the primary liaison between Central Operations and clinical, field, and business office teams to ensure alignment and seamless coordination.
Partner with IT, data analytics, and clinical leadership to enhance reporting, technology, and workflow tools.
Support organizational initiatives such as patient access improvements, referral conversion, and value-based care goals.
Required Qualifications
Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s degree preferred).
7 years of progressive operations leadership experience with at least 3 years managing large remote/call-center-style teams.
Strong background in process optimization, time studies, and data-driven capacity planning.
Proven success using dashboards, KPIs, and reporting to drive team and organizational performance.
Demonstrated ability to mentor and develop supervisors and staff into high-performing leaders and contributors.
Exceptional people management skills with the ability to inspire, coach, and hold teams accountable.
Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights.
Experience in healthcare operations strongly preferred.
Pay Range $120,000 - $172,000 annually, inclusive of base salary and target bonus
Other Considerations
Background check required
Travel to other sites located within San Diego County may be required
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Supervisory duties: Yes
Work Location Hybrid at our La Jolla, CA office
Additional Information Language Skills: English required; ability to understand clinical/medical vocabulary in context. Vision requirements: close vision, focus adjustment, color perception. Physical Demands: lifting up to 35 pounds, standing, repetitive motions, stairs. Work Environment: standard office and healthcare safety considerations. Balboa United is an equal opportunity employer with a comprehensive benefits program and opportunities for professional growth.
About Balboa United: Beginning in 1973 Balboa has grown from two physicians to a comprehensive nephrology team of 52 physicians and 8 advanced practitioners. Balboa United was launched in 2018 to support practice management services across multiple locations.
EEO Statement: Balboa United is an equal opportunity employer and makes employment decisions on the basis of merit. We prohibit unlawful discrimination and encourage qualified applicants from all backgrounds to apply. For concerns, contact Human Resources.
#J-18808-Ljbffr