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Administrative Director Physician Services, Hampton Roads Market

Requisition R082676 Market Norfolk, Virginia Department Physician Office Administration - Hampton Roads Shared Services Shift Days Schedule Full-time

Thank you for considering a career at Bon Secours!


Hampton Roads Medical Office

Hybrid Role | 2-3 days on-site

Primary Function/General Purpose of Position:

This position manages the patient experience at assigned practices. Responsible for overall functioning of clinic including management of practice managers and site coordinators, patient schedule management, financial performance, patient, provider and staff satisfaction and billing compliance. Develops operational plans, budgets and tactics for practices in the assigned division. Assists senior Bon Secours Medical Group (BSMG) leadership team in developing strategies for successful operations and growth. Performs all duties in a manner which promotes team concept and reflects the mission and values of Bon Secours Health System.

Key Relationships:

  • Works closely with the BSMG Chief Operating Officer (COO) & Chief Clinical Officer (CCO) to develop and implement operational & clinical workflows.

  • Works closely with physician dyad partner to resolve issues within the division.

  • Partners with practice providers, practice managers and site coordinators to optimize patient care.

  • Aligns with acute care partners to integrate service line needs of employed providers.

  • Collaborates with peers in local and regional Bon Secours ministries. 

Employment Qualifications:

Education, Training & Experience, Skills and Abilities:

Bachelors in healthcare, business administration or related field required or commensurate education and experience. MHA/MBA preferred.  Minimum of five years of progressive practice management experience within a health care system required. Certification as a Medical Practice Executive (CMPE) strongly desired. Knowledge of ambulatory care; background in clinic procedures including schedule management, registration, use of electronic medical record, patient flow, billing and referrals and authorizations. Computer proficiency including knowledge of Microsoft Office software and in-depth knowledge of electronic medical record and billing software applications.

Excellent written and oral communications skills necessary. Must have superb interpersonal skills and be able to handle difficult conversations effectively.  Demonstrate ability to listen well and gain consensus. Experience in planning and execution. Knowledge of negotiations and change management. Must have excellent critical thinking and problem-solving skills. Able to express opinions openly and honestly and provide feedback in a timely and productive manner. Ability to examine and re-engineer operations and procedures. Strong budget, financial and statistical analysis skills and ability to interpret information to staff and providers. Demonstrates flexibility to accommodate changes in workload assignments and react calmly and effectively in stressful situations. Ability to work independently and set priorities under minimal supervision. Ability to work within the defined values, mission and vision of the organization.

Supervisory Responsibilities:

Manages the non-provider staff at multiple practices. Directly supervises practice managers and site coordinators representing multiple specialty providers in various locations; consisting of approximately 80 – 100  FTEs.

Essential Job Functions:

Operations Management

  • Oversees the operations and service delivery of all practice sites within the assigned division. Develops and refines processes to continually improve practice operations and staff workflows.

  • Ensures that policies, procedures and initiatives adopted by the BSMG Clinical Council are implemented in practice sites.

  • Improves patient safety by developing workflows and documentation guidelines that optimize the use of the electronic medical record (EMR). 

  • Leads strategies to enhance patience access by employing active schedule management techniques and appropriately managing telephone and on-line patient access.

  • Participates in clinic-based quality improvement projects by acting as a team lead or member.

  • Promotes high levels of satisfaction with patients, providers and staff, by proactively addressing concerns through meaningful measures and interventions. Develops and nurtures in staff a sense of shared ownership for patient satisfaction.

  • Provides necessary support for successful implementation and on-going EMR adoption.

  • Works in collaboration with sponsoring hospital JCAHO team to ensure standards are upheld within facilities appropriate to JCAHO.

  • Partners with sponsoring hospital leadership to ensure collaboration under Federal Provider Based rules for clinics with provider-based status.

Financial Management

  • Oversees development of clinic budget. Investigates and reports variances and make recommendations for operational improvements. Ensures all financial standards are achieved and meets established productivity and expense targets.

  • Oversees development of capital budget. Manages capital approval process.

  • Assists with the development of clinic metrics and monitor performance. Partners with manager and providers to create action plan and communicates practice performance with staff & providers on a monthly basis.

  • Collaborates with Billing Office regarding all revenue cycle management functions.  Ensures accurate and timely billing functions are handled within the practice.

  • Develops business and financial models to support the development of new or expanded services & clinics.

  • Ensures all staff and facilities are appropriately licensed and licenses are kept current with appropriate regulatory bodies (CLIA, OSHA, DOT as needed).

  • Assists managers with obtaining and maintaining credentialing information with contracted payors.

  • Assists with the development of employment agreements and other practice contracts. Presents contracts to internal committees for approval, as necessary.

Human Resources:

  • Directly supervises and establishes clear accountabilities for assigned managers.

  • Performs evaluation process for subordinate staff; compiles information for human resource department in a timely manner.  Ensures that subordinate staff maintains necessary competency level and coordinates training activity for practice managers in assigned division. Provides on-going feedback to staff of performance throughout the year.

  • Counsels employees in disciplinary matters and obtains assistance from human resources appropriately for disciplinary actions and/or employee termination process.

  • Recruits, interviews and hires personnel as necessary.

  • Assists with provider recruitment as needed. Maintains excellent relationship with providers by proactively communicating issues and responding to requests in a timely manner.

  • Plays an active role with practice acquisitions and physician on-boarding in collaboration with appropriate staff.

Other Functions:

  • Serves on committees and assists other managers as requested by Chief Operating Officer.

  • Attends meetings for the benefit of department operations or personal management development and growth.

  • Maintains communication with Chief Operating Officer on weekly basis to review operational objectives as well as other projects defined by the COO. 

  • Meet routinely with service line leaders and other acute care partners to optimize communication.

  • Responsible for a functional area for the entire organization, such as policy development; referral management; credentialing workflow, etc.

  • Responsible to prepare and present materials for both internal and external audiences.

Bon Secoursis an equal opportunity employer.

We’ll also reward your hard work with:

  • Comprehensive, affordable medical, dental and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance w/AD&D
  • An employer-matched 403(b) for those who qualify
  • Paid time off
  • Educational Assistance
  • And much more

Scheduled Weekly Hours:


Work Shift:



Physician Office Administration - Hampton Roads Shared Services

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for  Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at

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Luis F., RN

I wanted to get into a career where I’m happy to go to work.

Luis F. Registered Nurse
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