Clinical Services Director - Illinois

Position Requirements

Location: Remote - nationally deployable; travel to assigned markets as required. This Market Region will cover the state of Illinois.

PRIMARY RESPONSIBILITIES

• Own the cadence and accountability infrastructure that keeps NAPA client relationships healthy. Ensure that the right meetings are occurring on schedule, the right stakeholders are in the room, and that no relationship touchpoint falls through the cracks. Track and document all client engagement activity — chief meetings, administrator check-ins, joint reviews — and flag to the RVP when cadence slips or attendance patterns signal disengagement. Maintain timely, accurate records of all client interactions in the CRM. Proactively flag any issue, pattern, or signal that could lead to client dissatisfaction. Prepare materials and briefings that enable executive conversations to be high-quality and well-informed. The CSD will work in partnership with their Operations VP and Clinical VP to determine which relationships will be owned by whom and on what meeting cadence.

• Serve as the first point of resolution for day-to-day operational issues in assigned markets, including staffing coverage gaps, payroll and scheduling inaccuracies, credentialing coordination, and compliance escalations. Drive accountability across shared services (RCM, HR, Talent Acquisition, Quality) to ensure timely, coordinated responses. Escalate to the RVP on issues determined to be outside of the decision scope.

• Serve as a visible, accessible advocate for clinicians in assigned markets. Partner with Chiefs and Talent Acquisition on recruitment, onboarding, and credentialing. Monitor engagement signals and address concerns early. Participate in candidate interviewing and provide white-glove onboarding support. Track and address premium pay drivers, vacancy trends, and locum reliance as indicators of cultural or operational breakdown. Maintain knowledge of staffing models and flag model-level risks to the RVP.

• Provide intentional capacity relief to Regional Vice Presidents by owning the operational and relational layer of account management. Prepare briefing materials, financial summaries, and client meeting prep; attend and support RVP-led strategic engagements as needed. Participate in FORC prep, monthly financial reviews, and other regional initiatives. Identify situations without resolution and bring structured recommendations — not just problem statements — to RVP attention.

• Actively partner with the RVP to identify and develop expansion opportunities within assigned client accounts. This shall include developing strategic plans for where cross-credentialing should occur to enable more market-based clinical teams. The CSD’s on-the-ground presence and operational relationships make them a primary source of intelligence on client appetite for new service lines, ASC development, volume growth, or contract expansion. Surface these opportunities with specificity — context, timing, and the right internal contact. Maintain awareness of each market’s competitive dynamics and flag threats as well as opportunities. Serve as the connective tissue between field-level insight and NAPA’s RVPs and business development.

SCOPE & DEPLOYMENT MODEL

CSDs are nationally deployable and assigned to markets by need and strategic priority, not by physical proximity alone. A CSD may support multiple markets within a region or cross-region boundaries when RVP capacity and client risk warrant. Assignments are determined collaboratively with Regional SVP leadership and adjusted as portfolio conditions evolve.

Deployment principles:

• Every client has an assigned, accountable partner with a preset meeting cadence with the executive decision makers for the relationship.

• Travel cadence is defined by market need; CSDs are expected to achieve meaningful face time with clients and clinicians without being anchored to a single geography.

• Remote-first work is the operating assumption; on-site presence is purposeful and planned, not incidental.

KEY INTERNAL RELATIONSHIPS

Vice President of Operations - Primary reporting relationship; CSD provides operational and relational capacity relief; escalates only issues requiring RVP authority.

Clinical Vice President - Dotted-line accountability; input on portfolio assignments, performance standards, and strategic priorities.

Chief Physicians / Chief CRNAs - Day-to-day operational partners; CSD supports chief effectiveness and surfaces leadership development needs.

APP Senior Director - Aligned on APP staffing models, performance trends, and practice integration.

Talent Acquisition / HR - Coordinated recruitment, credentialing, onboarding, and provider relations support.

RCM / Accounting - Monitor site-level billing performance; escalate compliance gaps and payer issues.

Client Success / Implementation Teams - Collaboration on new site stand-ups, HyperCare transitions, and escalated client satisfaction situations.

Centralized Scheduling Leadership - High-partnership relationship; CSD owns the effectiveness of every clinical schedule in their market, with shared accountability for delivering consistent operational standards across clients.

Centralized HR Leadership - High-partnership relationship; CSD routes all HR issues — provider relations, payroll concerns, onboarding, credentialing delays, personnel matters — through centralized HR leadership. Acts as the field-level connector and advocate, not the resolver. Timely and accurate escalation to HR is a core performance expectation.

QUALIFICATIONS

Required

• Bachelor's degree in Healthcare Administration, Business, or a related field; MBA or equivalent preferred.

• 5+ years of progressive experience in healthcare operations, account management, or clinical services administration, preferably within an anesthesia or physician practice management organization.

• Demonstrated track record of managing complex client relationships and driving measurable retention or satisfaction outcomes.

• Strong financial literacy: ability to read site-level P&Ls, identify performance variances, and communicate financial risk clearly.

• Experience coordinating clinician recruitment, credentialing, and onboarding workflows in a multi-site healthcare environment.

• Exceptional interpersonal, written, and verbal communication skills with demonstrated ability to build trust with clinicians, hospital administrators, and executive stakeholders.

• Willingness and ability to travel frequently — expected 30–50% travel depending on market portfolio.

Preferred

• Hands-on experience with clinical operations systems including scheduling platforms (Qgenda preferred), practice management tools (iPro preferred), and CRM platforms (Microsoft Dynamics preferred).

• Experience supporting or leading new site implementations in a healthcare services environment.

• Familiarity with various types of client contractual agreements.

HOW SUCCESS IS MEASURED

Client retention in assigned portfolio - No at-risk contracts escalate without early CSD involvement and documented action plan.

RVP capacity relief - RVPs report meaningful reduction in day-to-day operational interruptions from CSD-covered markets.

Issue resolution cycle time - Operational issues are closed at the CSD level; escalation rate to RVP is tracked and declining.

Locum and premium pay reduction - Month-over-month reduction in locum reliance and unplanned premium pay in assigned markets.

Clinician satisfaction / retention - Chiefs and clinicians in CSD-supported markets report accessible, responsive support.

Client relationship health - Regular cadenced client touchpoints are documented; no significant satisfaction deterioration goes unreported.

TOTAL REWARDS:

North American Partners in Anesthesia (NAPA) offers excellent salary, benefits and paid time off.

• Generous benefits package, including:

  • Paid Time Off

  • Health, life, vision, dental, disability, and AD&D insurance

  • Flexible Spending Accounts/Health Savings Accounts

  • 401(k)

  • Leadership and professional development opportunities

• • ies

EEO Statement

North American Partners in Anesthesia is an equal opportunity employer.

Originally posted on Himalayas