Practice Operations Manager

About the Role

As the Center Operations Director (COD) at Concentra, you will be a vital member of our patient care team, ensuring an optimal level of care and customer service is delivered to all customers. You will lead and manage all center support staff, oversee daily operations of the medical facility, coordinate center activities, manage general facility operations, and support medical and therapy providers in delivering patient care. Daily interaction with colleagues and patients is required through hands-on center activity, including patient registration, check-out, and patient care.

Responsibilities

• Spend 80% of your time performing patient facilitation, ensuring every patient and client receives an exceptional experience. Lead by example and hold 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 support staff competency regarding all patient care needs.
• Create a professional and collaborative working environment that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety.
• Manage key operations metrics and hold staff accountable for Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4, and other metrics as determined by senior leadership.
• Identify gaps and implement process improvements to ensure optimal patient care in collaboration with leadership.
• Ensure compliance with state regulations, reporting, and facility/equipment standards for optimal patient care.
• Coordinate scheduling (patients, clinicians, and staff) with clinical leadership to ensure efficient clinical support, optimal turnaround times, and exceptional patient experience.
• Monitor center status, provide wait time communication, perform “white board” patient management, and set service package expectations.
• Prepare materials for Center Leadership Team (CLT) meetings to improve quality, patient safety, and outlier management, ensuring ongoing development to achieve the center's business plan.
• Maintain and cultivate relationships with center clients and payers, responding to requests within 24 hours.
• Work with the Director of Operations (DO), Associate Director of Operations (ADO), and CLT to manage clinical and support staffing levels and proficiencies for optimal patient satisfaction, workflows, and efficiencies.
• Develop colleague success through all aspects of the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management, and succession planning.
• Drive consistent center communication to achieve optimal patient/customer care, satisfaction, and business outcomes.
• Be accountable for center financial drivers (NPER, TAT, Total Visits, Net Revenue) and review key indicator reports to achieve the annual business plan.
• Maintain accountability for implementing and consistently maintaining center initiatives and workflows.

Qualifications

• Bachelor's degree preferred, or some college courses from an accredited college or university, or equivalent education and experience.
• In lieu of higher education, a 1:1 ratio applies: one year of college equals one year of work experience and vice versa.
• 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.

Skills

• Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative, and Flexibility.
• Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
• Outstanding customer service skills and the ability to deal with people tactfully and professionally.
• 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 focus on achieving all 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 the plan effectively.
• Ability to resolve colleague, client, and patient issues in an effective and timely manner.

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

This job requires access to confidential and critical information, necessitating ongoing discretion and secure information management.