Chief Operations Officer (COO)

About Forward Focus:

Forward Focus is a concierge medical practice in Lake Forest, IL and soon to be in Northfield, IL. Central to our practice is a deep commitment to coordination of care, personalized and state of the art medical care, and an emphasis on health wellness and prevention. We pride ourselves on the sense of community our patients experience as well as the ‘family like’ dynamic that defines our team. Ours is a warm and supportive environment.

The Position:

We are in search of a Chief Operating Officer (COO) to join our expanding practice, committed to upholding the highest standards of personalized patient care. As Forward Focus grows, we recognize the increasing complexity of our management and leadership requirements, prompting the creation of this new COO position. This is an opportunity with enormous potential for learning and growth.

At present, Forward Focus comprises four physicians, an office manager, four nurses, and two patient support staff members at our Lake Forest location. Additionally, we are establishing a new team in Northfield, which will consist of at least two physicians, two nurses, an office manager, and a patient support staff person too. The COO role is a new full-time position, Monday to Friday, primarily based in our Lake Forest office, with an occasional presence in Northfield as well.

Job Duties / Responsibilities:

  • Work in partnership with the practice’s Managing Partner and other partners to provide comprehensive and thoughtful leadership of the Forward Focus practice.
  • Develop and lead the operational systems, processes, and policies to support Forward Focus’ mission to provide exceptional healthcare services to our patients.
  • Review systems already in place and make adjustments so that the operation of the practice continues to work smoothly with a two-office structure. We envision the centralization in the Lake Forest office of all human resources, finance, procurement, marketing and other business operations.
  • Oversee all office operations for both the Lake Forest and Northfield locations, including serving as Office Manager in Lake Forest and managing the diverse team of nurses, patient support professionals, and other team members. The Northfield Office Manager will report to the COO.
  • Oversee finance, IT, and human resources, including coordinating the work of Forward Focus’ accountant, IT professional, lawyer, and several office related vendors.
  • Manage accounts payables and receivables, including issuing patient invoices and collecting payments.
  • Track expenditures and revenues and keep managing partner abreast of important developments. Oversee the expansion of the Forward Focus practice to the new Northfield location, ensuring a seamless integration of services.
  • Understand patient needs and translate them into operational improvements and new service offerings as appropriate.
  • Deliver clear, concise, and tactful communications to practice leadership regarding practice policies, procedures, and all developments affecting the team, fostering an environment of openness and mutual respect.
  • Lead monthly all-hands meetings, including working with the physicians and other team members to determine the agenda.
  • In time, develop annual goals for the practice in partnership with the managing partner and other partners, including performance measures for each member of the staff team (not the physicians).

Values Embodied in the COO Position:

Customer Service Excellence: The COO must be capable of designing, implementing, and overseeing systems and processes that deliver outstanding customer service. This includes understanding patient needs and expectations and ensuring the organization consistently meets or exceeds these expectations.

Approachable and Down to Earth: The COO should embody an accessible and approachable demeanor, creating an open and welcoming environment for all. They should be relatable, personable, and friendly, forming genuine connections with others. Demonstrating warmth and support, the COO should foster a positive work atmosphere. Possessing exceptional leadership skills, they should also actively engage as a team player, promoting collaboration and camaraderie. Their interactions with the team should be marked by empathy, demonstrating a genuine understanding of their needs and concerns.

Effective Communication: The COO must communicate effectively with staff, patients, and other stakeholders. This includes conveying information clearly and succinctly, listening actively, and ensuring that everyone is on the same page in terms of the organization's mission, vision, and values.

Tech-Savvy: The COO should be able to envision how technology can best support the practice’s operations, including relating to internal management and with patient support.

Leadership and Results Orientation: The COO should lead, motivate, and inspire employees to provide the highest level of service to patients. This involves promoting a positive and cooperative work environment, fostering teamwork, and ensuring that all staff members feel valued, heard, and appreciated. Additionally, the COO should be results-oriented, with a strong focus on achieving organizational goals and driving success.

Strategic Thinking: The COO should have the ability to develop and implement strategies that further Forward Focus’ goals while maintaining a strong focus on patient service.

Problem-Solving: The COO needs to be capable of identifying and addressing issues that may impact patient service delivery or satisfaction. This requires an initiative-taking approach and a solutions-oriented mindset.

Financial Acumen: The COO should possess strong fiscal management skills to make informed decisions that enhance the financial health of Forward Focus, while ensuring resources are used effectively to enhance patient support.

Innovation: Given the evolving nature of both healthcare and patient expectations, our COO should have the ability to drive and adapt to change, encouraging innovation and continuous improvement within the organization.

Education Background and Work Experience:

  • Bachelor’s and master’s degree preferred.
  • At least 10 years of senior management experience, preferably in a healthcare and/or hospitality setting. Concierge medicine experience is a significant plus.

Our Offer:

We offer a competitive salary, comprehensive benefits package, and the opportunity to be part of a dedicated team of professionals committed to providing top-tier personalized healthcare to our clients.

Forward Focus is an equal opportunity employer.

Application Instructions:

Please submit your resume and cover letter to sally@sacharsolutions.com​ by September 15, 2023. Applications without cover letters will not be accepted. [Sally, Founder and CEO of Sachar Solutions, is our partner regarding this important search.]