Center Operations Director

The Center Operations Director (COD) is responsible for ensuring an optimal level of care and customer service is delivered to all customers. The COD leads and manages all center support staff and oversees the daily operations of the medical facility.

Responsibilities

• Spending 80% of their time performing patient facilitation, ensuring every patient and client is provided with exceptional experience, leading by example, and holding staff accountable to service delivery standards.
• Supporting day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure.
• Working with clinicians to support staff competency regarding all patient care needs.
• Creating a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety.
• Managing key operations metrics and holding staff accountable on Turn Around Time (TAT), Net - Patient Experience Rating (NPER), Pearl C4 and other metrics as determined by senior leadership.
• Working with leadership to identify gaps and implement process improvement to ensure optimal patient care.
• Ensuring compliance with state regulations, reporting, and facility/equipment meets the standards for optimal patient care.
• Cooking up the schedule (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience.
• Maintaining and cultivating relationships with center clients and payers while responding to requests within 24 hours.
• Working with Director of Operations (DO), Associate Director of Operation (ADO), and CLT to manage clinical and support staffing levels and proficiencies that will optimize patient satisfaction, workflows, and efficiencies.
• Developing colleague success through all aspects of the talent life cycle for center staff including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning.
• Driving consistent center communication that will result in optimal patient/customer care, satisfaction, and business outcomes.
• Accountable for center financial drivers (NPER, TAT, Total Visits, Net Revenue) and reviewing key indicator reports to achieve annual business plan.
• Maintaining accountability for implementing and consistently maintaining center initiatives and workflows.

Qualifications

• Bachelor's degree preferred - Some college courses from an accredited college or university or equivalent education and experience.
• In lieu of higher education, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa.
• Job-Related Experience - Customarily has at least three or more years of work leadership or operations management experience.
• Prior healthcare experience and/or customer service-related experience preferred.
• Job-Related Skills/Competencies - Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility.
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions.
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism.
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Strong service mentality and a focus on achieving all aspects of defined service standards.
• Excellent telephone and personal etiquette.
• Warm, positive, energetic, and professional demeanor.
• Effective oral and written communication skills.
• Tactful and diplomatic communication style.
• Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management.
• Performance assessment skills.
• Continued focus on self-development.
• Proficient in computer applications such as Word and Excel.
• Ability to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervision.
• Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively.
• Ability to resolve colleague, client, and patient issues in an effective and timely manner.