Center Operations Director - Rohnert Park

Responsibilities

• Spend 80% of their time performing patient facilitation, ensuring every patient and client is provided with exceptional experience.
• Support day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure.
• Create a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety.
• Manage key operations metrics and holds staff accountable on Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4 and other metrics as determined by senior leadership.
• Coordinate scheduling (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience.
• Maintain and cultivate relationships with center clients and payers while responding to requests within 24 hours.
• Drive 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 review of key indicator reports in order achieve annual business plan.
• Maintain 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
• Job-Related Skills/Competencies: Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Able 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
• Identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively
• Resolve colleague, client, and patient issues in an effective and timely manner