Center Operations Director - Float

Overview:

Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can make a meaningful difference in the lives of the patients you serve.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. The COD is also responsible for coordinating center activities, general facility management, overseeing patient flow throughout the center, and supporting the medical and therapy providers in the delivery of patient care. Daily interaction with colleagues and patients is required through hands-on center activity including patient registration, check-out and patient care.Responsibilities:Spends 80% of their time performing patient facilitation, ensuring every patient and client is provided with exceptional experience, leads by example, and holds staff accountable to service delivery standardsSupport day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closureWork with clinicians to support staff competency regarding all patient care needsCreate a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safetyManage key operations metrics and holds staff accountable on Turn Around Time (TAT), NetPatient Experience Rating (NPER), Pearl C4 and other metrics as determined by senior leadershipWork with leadership to identify gaps and implement process improvement to ensure optimal patient careEnsure compliance with state regulations, reporting and facility/equipment meets the standards for optimal patient careCoordinate scheduling (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experienceMonitor center status, provide wait time communication, perform white board patient management, and provide service package expectationsCoordinate and prepare material for Center Leadership Team (CLT) meetings with the goal of improving quality, patient safety, and outlier management. Ensure ongoing development to achieve the center's business plan.Maintain and cultivate relationships with center clients and payers while responding to requests within 24 hoursWork 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 efficienciesDevelop 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 planningDrive consistent center communication that will result in optimal patient/customer care, satisfaction, and business outcomesAccountable for center financial drivers (NPER, TAT, Total Visits, Net Revenue) and review of key indicator reports in order achieve annual business planMaintain accountability for implementing and consistently maintaining center initiatives and workflowsThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Qualifications:Bachelor's degree preferredSome college courses from an accredited college or university or equivalent education and experienceIn lieu of higher education, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versaJob-Related ExperienceCustomarily has at least three or more years of work leadership or operations management experiencePrior healthcare experience and/or customer service-related experience preferredJob-Related Skills/CompetenciesConcentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and FlexibilityAbility to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutionsOutstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalismThe ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policiesStrong service mentality and a focus on achieving all aspects of defined service standardsExcellent telephone and personal etiquetteWarm, positive, energetic, and professional demeanorEffective oral and written communication skillsTactful and diplomatic communication styleWorking knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance managementPerformance assessment skillsContinued focus on self-developmentProficient in computer applications such as Word and ExcelAbility to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervisionAbility to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectivelyAbility to resolve colleague, client, and patient issues in an effective and timely manner