Center Clinic Manager

At Concentra you will be a vital member of the patient‑care team, helping to improve the health of America’s workforce by delivering exceptional care and service. The Center Operations Director (COD) ensures optimal care and customer service, leads center support staff, oversees daily facility operations, coordinates activities, manages patient flow, and supports medical and therapy providers.

Responsibilities

• Spend 80% of time performing patient facilitation, ensuring every patient receives an exceptional experience, leading by example, and holding staff accountable to service delivery standards.
• Support day‑to‑day execution of the medical model by collaborating with clinicians to drive optimal clinical outcomes and case closure.
• Work with clinicians to develop staff competency regarding all patient‑care needs.
• Create a professional, collaborative environment that promotes teamwork, quality, continuous improvement, recognition, and patient safety.
• Manage key operations metrics (Turn Around Time, Net Patient Experience Rating, Pearl C4, etc.) and hold staff accountable.
• Identify gaps with leadership and implement process improvements to ensure optimal patient care.
• Ensure compliance with state regulations and that facility/equipment meet standards for optimal patient care.
• Coordinate scheduling for patients, clinicians, and staff to ensure efficient clinical support, optimal turnaround times, and exceptional patient experience.
• Monitor center status, communicate wait times, manage “white board” patient flow, and set service package expectations.
• Prepare materials for Center Leadership Team meetings to improve quality, patient safety, and outlier management.
• Maintain and cultivate relationships with center clients and payers, responding to requests within 24 hours.
• Partner with the Director of Operations, Associate Director of Operations, and CLT to manage staffing levels and proficiencies that optimize patient satisfaction, workflows, and efficiencies.
• Develop colleague success across the talent life cycle (recruiting, hiring, onboarding, orientation, mentoring, engagement, retention, performance management, succession planning).
• Drive consistent center communication to achieve optimal patient/customer care, satisfaction, and business outcomes.
• Account for center financial drivers (NPER, TAT, total visits, net revenue) and review key indicator reports to meet the annual business plan.
• Maintain accountability for implementing and sustaining center initiatives and workflows.

Qualifications

• Bachelor’s degree preferred; some college coursework or equivalent education/experience accepted.
• In lieu of higher education, a 1:1 ratio applies (one year of college equals one year of work experience and vice versa).
• At least three years of leadership or operations‑management experience.
• Prior healthcare experience and/or customer‑service experience preferred.

Skills & Competencies

• Concentra core service mentality, attention to detail, sense of urgency, initiative, and flexibility.
• Logical decision‑making and problem‑solving ability.
• Outstanding customer‑service skills with tact and professionalism.
• Ability to handle sensitive/confidential information (HIPAA/PHI) in compliance with laws and policies.
• Strong telephone and personal etiquette; warm, positive, energetic, professional demeanor.
• Effective oral and written communication; diplomatic communication style.
• Knowledge of personnel recruitment, selection, coaching, and performance‑management practices.
• Performance‑assessment skills and a continued focus on self‑development.
• Proficiency with Microsoft Word and Excel.
• Ability to coordinate and prioritize multiple tasks/projects in a fast‑paced environment without direct supervision.
• Skill in identifying improvement opportunities, developing action plans, implementing, and evaluating outcomes.
• Effective and timely resolution of colleague, client, and patient issues.

Benefits

• 401(k) retirement plan with employer match
• Medical, vision, prescription, telehealth, and dental plans
• Life and disability insurance
• Paid time off & extended illness days
• Colleague referral bonus program
• Tuition reimbursement
• Commuter benefits
• Dependent care spending account
• Employee discounts

This position requires access to confidential and critical information, demanding ongoing discretion and secure information management. Concentra provides reasonable accommodations for individuals with disabilities throughout the application, interview, and employment process. Please contact us to request accommodation.