Assistant Center Operations Director

Concentra•Tulsa, OK

About The Position

The Assistant Center Operations Director (ACOD) assists and supports the Center Operation Director in ensuring optimal care and customer service for all customers. The role helps lead and manage center support staff and oversee the daily operations of a medical facility, including coordinating center activities, managing the facility, overseeing patient flow, and supporting medical providers in delivering patient care. The position requires hands-on daily interaction with colleagues and patients, including patient registration, checkout, and patient care. The ACOD helps manage center staffing, financial performance, budgets, policies, training, operational reporting, client services, and vendor coordination. The role also supports nursing services provided to client companies, ensures medical testing is performed properly and certifications and regulatory procedures remain current, and assists with monitoring marketplace and competitive trends. The ACOD may oversee financial management in the absence of the Center Operation Director. The role promotes exceptional customer service, a professional and welcoming facility, strong client and patient relations, and continuous improvement based on center performance metrics. Duties and responsibilities may change at any time, with or without notice. The position requires discretion and secure management of confidential and critical information.

Requirements

Some college courses in Business Administration, Healthcare Administration, or a related field.
Customarily at least one year of direct management experience.
Customarily at least six months of healthcare experience.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and the ability to interact tactfully and professionally.
Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with applicable laws and company policies.
Strong service mentality and focus on meeting defined service standards.
Excellent telephone and personal etiquette.
Warm, positive, energetic, and professional demeanor.
Excellent oral and written communication skills and a tactful, diplomatic communication style.
Working knowledge of personnel recruitment, selection, coaching, and performance management.
Performance assessment skills.
Continued focus on self-development.
Proficiency in computer applications such as Word and Excel.
Ability to coordinate and prioritize multiple tasks and projects in a fast-paced environment without direct supervision.
Ability to identify improvement opportunities, develop and implement action plans, and evaluate their effectiveness.
Ability to resolve colleague, client, and patient issues effectively and promptly.

Nice To Haves

Bachelor’s degree in Business Administration, Healthcare Administration, or a related field, or equivalent directly related work experience is preferred.
In lieu of an undergraduate degree, college education and directly related work experience may be substituted at a 1:1 ratio.

Responsibilities

Assist in planning and preparing work schedules and assigning colleagues to specific duties.
Assist in ensuring the financial performance of the center.
Assist in developing and maintaining center policies, procedures, and training programs.
Assist with hiring, training, and evaluating center operations colleagues in consultation with Human Resources.
Assist the Center Operation Director with hiring, training, disciplining, and terminating back-office personnel.
Assist in preparing and reviewing operational reports and schedules for accuracy and efficiency.
Assist the Center Operation Director and Human Resources with implementing Human Resource policies and procedures for center personnel.
Assist in preparing annual budgets.
Assist with on-site tours and training for center personnel to present clinic services to clients and support established goals.
Provide technical support and resources to clients and center personnel.
Assist in managing on-site nursing services provided to client companies, including billing counseling and supervision of on-site personnel.
Administer testing by medical staff to ensure proper performance, current certifications, and adherence to regulatory procedures.
Assist in monitoring marketplace trends and gathering competitive information.
Assist in coordinating and consolidating services with local vendors to obtain favorable prices.
Facilitate productivity and customer service.
Ensure exceptional customer service by putting internal and external customers first and maintaining a warm, welcoming, and professional atmosphere.
Maintain a professional facility, including its appearance, overall condition, and aesthetics.
Maintain client and patient relations by consistently meeting needs and expectations.
Ensure patients are treated as individuals and attended to promptly and courteously.
Lead by example by gaining firsthand knowledge of daily center operations and routinely participating in center floor work.
Demonstrate leadership that supports competent, professional healthcare for patients.
Guide the center team in continuous improvement projects based on center performance metrics.
Provide financial management and oversight in the absence of the Center Operation Director.