Senior Director of Quality & Operations

About Gladstone Psychiatry & Wellness

Gladstone Psychiatry & Wellness is a growing, mission-driven healthcare organization dedicated to delivering exceptional mental health services. We are committed to operational excellence, compassionate care, and building a high-performing leadership team to support our expansion.

Position Overview

The Senior Director of Operations and Quality owns the strategy, policy, compliance, budget, and vendor infrastructure for Gladstone's administrative operations and quality program across all five offices. Reporting to the Chief Quality Officer, the Senior Director sets organization-wide operational and quality standards, is accountable for regulatory and accreditation readiness, and owns the systems of safety, risk, and patient access that span the practice. This role supervises high level leaders who lead daily execution, translating executive priorities into operational standards and rolling their results up to the Chief Quality Officer and the Executive Leadership Team.

Key Responsibilities

Leadership & Executive Interface

• Report directly to the Chief Quality Officer and meet weekly with the CQO.
• Supervise high level leaders who lead daily execution.
• Present combined operations and quality/administrative KPIs at the quarterly ELT meeting, in person.

Policy, Compliance & Knowledge

• Own all IT policies organization-wide.
• Develop and implement standardized operational and quality policies and procedures.
• Oversee compliance with all regulatory and accreditation requirements across all locations, including HIPAA, OSHA, and others.
• Ensure all practice sites are prepared for audits, inspections, and certifications.
• Serve as the repository of knowledge of policies and procedures, and answer escalated questions.
• Own the patient-satisfaction program (strategy and review).

Budget & Vendors

• Own the overall operational budget.
• Own vendor relationships and contracts

Metrics & Oversight

• Own the metrics framework; review metric trends and decide on workflow changes.

Safety, Risk & Access

• Own a practice-wide incident and patient-safety event reporting system, and feed trends to the Patient Safety Committee.
• Own the HIPAA privacy-incident and breach assessment/notification workflow.
• Ensure all staff complete annual mandatory training (HIPAA, OSHA/bloodborne pathogens, de-escalation, suicide-risk) and track completion.
• Oversee patient access and capacity — third-next-available appointment and panel/capacity planning across all sites.
• Maintain a business continuity / downtime plan for EHR, phone, and internet outages.

Qualifications

• Demonstrated experience leading multi-site operations and/or quality in healthcare or a regulated environment.
• Exceptional organizational and time-management skills
• Strong written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• High level of discretion and professionalism
• Proficiency in Google Workspace and Microsoft Office
• Working knowledge of HIPAA, OSHA, and accreditation/audit readiness.
• Experience owning budgets and vendor/platform relationships.
• Strong people-leadership skills, including supervising manager-level direct reports.
• Ability to attend Executive Leadership Team  in meetings..

Key Competencies

• Anticipatory problem-solving
• Follow-through and accountability
• Professional presence and executive maturity
• Adaptability in a growing organization

What We Offer

• Competitive salary
• Health, dental, and vision benefits
• Hybrid work flexibility
• Opportunities for professional growth
• Collaborative and mission-driven culture