Call Center Operations 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. 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 standards Support day-to-day execution of the medical model by collaborating with and supporting 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 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 Work with leadership to identify gaps and implement process improvement to ensure optimal patient care Ensure compliance with state regulations, reporting and facility/equipment meets the standards for optimal patient care Coordinate scheduling (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience Monitor center status, provide wait time communication, perform "white board" patient management, and provide service package expectations Coordinate 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 hours Work 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 Develop 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 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 This 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 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 Additional Data 401(k) Retirement Plan with Employer Match Medical, Vision, Prescription, Telehealth, & Dental Plans Life & Disability Insurance Paid Time Off & Extended Illness Days Offered 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 $70,291.07 to $92784.21 annuallydepending on job-related factors as permitted by applicable law, such as level of experience, geographic location where the work is performed, and/or seniority. External candidates: submit your application on concentra.com/careers Current colleagues: visit the internal career portal on the main page of MyConcentra to apply Incentive Plan This job requires access to confidential and critical information, requiring ongoing discretion and secure information management. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws. #J-18808-Ljbffr