Important Announcement: New Individual Site Operations Leadership Model
Dear Team,
As our organization continues to grow in size, complexity, and impact, our structure must grow with it. To better support you and our patients, we are implementing a new Site Leadership model beginning in Q3 (July–September) and continuing forward. This model introduces a dedicated and focused Senior Site Operations Director and dedicated Site Operations Directors at each care site. (Similar to how Vanessa Brown oversees the dental health center site.)
This is more than an org chart update—it’s an intentional step toward improving the support you receive, the experience our patients have, and the overall efficiency of our operations.
Why We’re Making This Change
Over the past few years, many of you have experienced the effects of a structure that hasn’t kept pace with our growth:
Daily operational issues falling to clinical leaders or senior execs
Delayed responses to site-level problems
Communication breakdowns across teams
Site-specific challenges being managed inconsistently
A lack of clear, consistent on-site leadership to own day-to-day workflows
We’ve heard you. You need consistent, empowered, on-site operational leadership—someone who knows your team, your patients, your challenges, and your goals.
This model addresses those needs by placing a Site Ops Director at each location, working alongside you daily, reporting to Elena Segroves, who is stepping into the new role of Senior Site Operations Director.
How the New Model Works
Role
Key Responsibilities
Site Ops Directors (Vanessa Brown, + 3 New Site Ops Directors)
Oversee daily site operations: patient flow, staff coverage, supplies, facilities, scheduling, communication, front desk workflows, site-level problem solving and resolving patient complaints
Sr. Site Ops Director (Elena Segroves)
Coach, support, and coordinate Site Ops Directors across all sites; lead cross-site consistency, resource alignment, and multi-site or high-level problem-solving
Clinical Ops Director (Tamika Ward)
Continue leading clinical workflows, nursing quality and competency, training and compliance, and refining care team collaboration; now partnered with an operational counterpart at each site
This structure creates a clear clinical + operational partnership at every location—improving both responsiveness and accountability…and ultimately patient care delivery.
What This Means for You
This change is designed to provide more clarity, more consistency, and more hands-on support—so you can focus on what matters most: delivering excellent care and thriving in your role.
Here’s what will change in your day-to-day experience:
You’ll have a go-to operational leader onsite each day to handle issues like patient flow, supply needs, and room or schedule disruptions.
Site Ops Directors will participate in morning huddles, resolve front desk and patient issues, help with staff reallocation, and manage site-specific communications.
Clinical supervisors will focus on clinical team coaching, workflow standards, and patient care delivery—not overall site operational burdens.
Your primary reporting lines won’t change, but you’ll now have a dedicated operational contact for anything impacting site functions.
Who Will Report to Site Ops Directors?
Site Ops Directors will supervise non-clinical, site-specific operational functions. This may include:
PX team members
Future potential site support team members (cleaning, etc.)
We’re in the final stages of defining the job descriptions and operational structure for both the Primary Care and Bloom Site Operations Director roles. We’ll share those details as soon as they’re finalized to ensure clarity and alignment moving forward.
Possible Questions You May Have
Q: Is this change a reaction to something that went wrong?
A: No. This is a proactive decision based on organizational growth and staff feedback. It’s about building stronger infrastructure—not fixing a failure.
Q: Is clinical leadership being reduced?
A: No. Clinical leaders remain in their roles. We are adding support to protect your time, improve your experience, and create a more balanced workload.
Q: What will Site Ops Directors actually do each day?
A: Their responsibilities include:
Participate in daily huddles and coordinating staff coverage
Ensuring supply/equipment issues are handled quickly
Supporting patient flow and schedule and room utilization
Improving communication and morale
Being available for real-time troubleshooting and issue resolution
Ensuring consistency and compliance with operational policies and procedures
Q: What if my work involves multiple locations?
A: You’ll follow the organizational and departmental policies and procedures and when appropriate the direction of the Site Ops Director at each site. Elena will ensure cross-site coordination to prevent confusion or duplication.
Q: Can I apply to be a Site Ops Director?
A: Yes. If you’re passionate about operations, problem-solving, and leadership, please talk with your supervisor or Tiffany Sellers. Internal applications are welcomed and encouraged!
Q: What kind of support will Site Ops Directors receive?
A: They’ll receive onboarding, coaching, and weekly leadership support through Site Ops team meetings with Elena, Trey, Tamika, Kim and myself as well as others as needed including other C-Suite and Directors.
Q: What if I have a concern about how something is handled?
A: Our commitment to open communication hasn’t changed. If something doesn’t sit right or needs clarity, talk to your department leader, Site Ops Director, or Elena directly. And of course, Kim and my doors are always open to you.
Timeline: What to Expect and When
Phase 1: July – Transition Begins
Elena officially begins her newly focused role, overseeing all care delivery sites
Role expectations, workflows, and responsibilities for Site Ops Directors are defined
Site Ops Director job postings are shared; interviews begin
Senior and clinical leadership align on shared workflows and support systems
Phase 2: August – Site Ops Directors Identified and Onboarded
Internal and/or external candidates are selected for each site
New Site Ops Directors begin onboarding and training on site operations, communication, and team support functions
Phase 3: September – Model Fully Implemented
Site Ops Directors take full ownership of daily operational oversight at their assigned sites
Regular check-ins and staff feedback mechanisms are introduced to monitor success
Senior leadership steps back from daily site-level issues and focuses on broader strategy
We Want Your Voice in This
This new leadership model is an investment in you, in your team, and in our patients. Transitioning to something new takes time—and your perspective matters.
As we roll this out, we’ll be asking for your feedback, insights, and ideas to make sure this structure works for you, not just on paper—but in practice.
Thank you for all you do. We're building something strong—and we’re building it together.
With appreciation,
Teresa <3