Center Clinic Manager

About the role

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

Responsibilities

• Spend 80% of time performing patient facilitation, delivering exceptional patient experiences, 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 ensure 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 maintain facility/equipment standards.
• Coordinate scheduling for patients, clinicians, and staff to ensure efficient clinical support 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 Director of Operations, Associate Director of Operations, and CLT to manage staffing levels and proficiencies that optimize satisfaction, workflow, and efficiency.
• 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.
• Accountable for financial drivers (NPER, TAT, total visits, net revenue) and review key indicator reports to meet the annual business plan.
• Implement and maintain center initiatives and workflows consistently.

Qualifications

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

Skills and Competencies

• Concentra core competencies: service mentality, attention to detail, sense of urgency, initiative, flexibility.
• Logical decision‑making and problem‑solving ability.
• Outstanding customer service 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.
• Performance assessment skills and commitment to self‑development.
• Proficiency with Microsoft Word and Excel.
• Ability to coordinate and prioritize multiple tasks/projects in a fast‑paced environment without direct supervision.
• Capability to identify improvement opportunities, develop and implement action plans, and evaluate outcomes.
• Effective 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 and extended illness days
• Colleague referral bonus program
• Tuition reimbursement
• Commuter benefits
• Dependent care spending account
• Employee discounts