Medical Center Manager

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. 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 coordinates center activities, handles general facility management, oversees patient flow, and supports 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 standards. Supports day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure. Works with clinicians to support staff competency regarding all patient care needs. Creates a professional and collaborative working environment that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety. Manages 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. Identifies gaps and implements process improvements to ensure optimal patient care in collaboration with leadership. Ensures compliance with state regulations and that facility/equipment meets standards for optimal patient care. Coordinates scheduling with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience. Monitors center status, provides wait time communication, manages patient flow, and communicates service package expectations. Prepares material for Center Leadership Team (CLT) meetings with the goal of improving quality, patient safety, and outlier management, and supports ongoing development to achieve the center's business plan. Maintains and cultivates relationships with center clients and payers, responding to requests within 24 hours. Collaborates with the Director of Operations (DO), Associate Director of Operations (ADO), and CLT to manage clinical and support staffing levels and proficiencies to optimize patient satisfaction, workflows, and efficiencies. Develops colleague success through all aspects of the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management, and succession planning. Drives consistent center communication to achieve 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 to achieve the annual business plan. Maintains accountability for implementing and maintaining center initiatives and workflows. Qualifications Bachelor's degree preferred; some college courses or equivalent education and experience may be considered. In lieu of higher education, one year of college equals one year of work experience, and vice versa; traditionally 3+ years of work leadership or operations management experience. Prior healthcare experience and/or customer service-related experience preferred. Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility. Ability to solve problems using logical analysis, explore alternatives, and propose quality solutions. Outstanding customer service skills and professionalism in dealing with people. Ability to handle sensitive and confidential information (including HIPAA and PHI) in accordance with laws and policies. Strong service mentality and focus on defined service standards. Excellent telephone and personal etiquette; warm, positive, energetic, and professional demeanor. Effective oral and written communication; tactful and diplomatic communication style. Knowledge of recruitment, coaching, and performance management principles and practices. Performance assessment skills and ongoing self-development. Proficiency in Word and Excel; ability to coordinate and prioritize multiple tasks in a fast-paced environment without direct supervision. Ability to identify areas of opportunity, develop action plans, implement and evaluate results. Ability to resolve colleague, client, and patient issues effectively and timely. Additional Data 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 position is eligible to earn a base compensation rate in the state range of $80,490.71 to $106,247.73 annually, depending on factors such as experience, location, and seniority. Concentra is an equal opportunity employer that prohibits discrimination and will make decisions without regard to protected characteristics as defined by law. #J-18808-Ljbffr