Associate Market General Manager

ChenMed•Jacksonville, FL

3d•$166,652 - $238,075•Onsite

About The Position

The Associate Market General Manager directs the day-to-day operations of multiple medical centers and is accountable for their operational, financial, and people-related performance. The role provides direction for market operations and administration, manages resources, and partners closely with clinical leadership to meet or exceed patient-care, service, and clinical objectives. The position leads multiple teams, supports business growth, and owns each center’s profit-and-loss budget. The Associate Market General Manager owns an average annual budget exceeding $50 million across multiple centers, which may staff up to 150 employees and serve up to 10,000 patients annually. The role develops and implements strategies for operational excellence and growth, supports market business plans, and ensures action plans advance financial and growth objectives. It also develops center leaders, supports high-quality and cost-effective clinical operations, and oversees service, regulatory, quality, and operational outcomes. This position leads and develops teams, addresses escalated customer issues, supports membership growth and retention, and monitors center performance, patient flow, communications, records, supplies, and financial results. It partners with clinical providers and center leaders, reviews performance reports, and conducts center walkthroughs to help ensure clean and safe environments. Local, regional, and nationwide travel is required, with the posting stating travel may be up to 50% and also specifying up to 10% for regional and nationwide travel.

Requirements

Bachelor’s degree in business, healthcare or public administration, finance, economics, or a related field, or additional experience in lieu of the required education on a year-for-year basis.
At least 5 years of healthcare administration, budget management, finance, or closely related industry experience.
At least 2 years of direct management or leadership experience in a customer/client service environment.
Highly developed business acumen and relationship-management and relationship-building skills.
Advanced knowledge of business and management principles, including strategic planning, resource allocation, human-resource modeling, leadership techniques, and operations.
Knowledge, understanding, experience, skills, and abilities commensurate with managing an entity with annual revenue of at least $40 million.
Strong knowledge of customer-service principles and processes, including assessing customer needs, meeting service-quality standards, and evaluating customer satisfaction.
Knowledge of and ability to implement regulatory requirements and laws governing clinic activities.
Track record of driving revenue growth and controlling expenses.
Ability to leverage business and organizational knowledge across functions.
Negotiation skills and ability to influence executives, leaders, and employees at all levels on transformational change and operational optimization.
Exceptional written and verbal communication skills.
Exceptional organizational and management skills, including managing multiple projects simultaneously and meeting tight deadlines.
Strong understanding of business controls and operations.
High emotional intelligence and integrity, with a driven and focused work ethic.
Passion for serving others with VIP experiences and ability to engage and connect with people.
Self-starter able to think creatively and work effectively.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and other word-processing, spreadsheet, database, email, and presentation software.
Ability and willingness to travel locally, regionally, and nationwide; the posting states up to 50% of the time and also specifies up to 10% for regional and nationwide travel.
Fluency in spoken and written English.
Ability to exercise independent judgment.

Nice To Haves

MBA or master’s degree in healthcare or public administration or a related discipline.
Experience managing a diverse group of functional-area professionals.
Experience managing and overseeing a multi-million-dollar profit-and-loss account.

Responsibilities

Own and operate an average annual budget of more than $50 million for multiple medical centers, staffing up to 150 employees and serving up to 10,000 patients annually.
Design, develop, and implement ongoing strategies for operational excellence and growth across the centers.
Ensure patient-experience goals are met or exceeded and partner with market leaders to execute business plans and meet growth and financial objectives.
Train, develop, and coach center leaders, supporting their continued development and future advancement.
Partner with the Regional President to support oversight and execution of high-quality, cost-effective, VIP clinical services and outcomes aligned with the organization.
Manage execution of operational outcomes to meet or exceed customer, provider, and regulatory expectations, coordinating with Centers of Excellence (COEs) to provide appropriate resources.
Communicate and promote clear ownership of scorecard measurements, total-quality measures, and initiatives.
Mentor, coach, and develop market operations teams, and grow the team to meet business needs.
Assist with customer-resolution responses, educate managers on appropriate responses, handle escalated issues, and determine resolutions.
Lead center growth strategies related to disenrollment.
Lead, coordinate, and inspire teams to achieve results under challenging circumstances.
Work with financial statements and financial concepts in a service organization.
Monitor center communications and performance to ensure center leaders, front desk, referrals, and care teams operate efficiently, accurately, and with a customer focus.
Collaborate with center leaders on performance evaluations and required disciplinary actions.
Monitor patient volumes and wait times to support effective patient flow from check-in through check-out.
Ensure accuracy of incoming and outgoing information, including supplies, invoices, billing requests, and patient records.
Develop strategies with others to increase and retain membership.
Use frugality and creativity to address operational challenges, seeking improvements to people, processes, and systems before increasing costs or complexity.
Collaborate with leaders on strategic business planning and apply business acumen to understand the business.
Drive center success across people, finance, service, growth, and outcomes with a strong sense of ownership.
Monitor the competitive healthcare environment, drive retention, and ensure service exceeds that of other healthcare providers.
Work with clinical providers to help schedule patient meetings and/or write letters to or for patients.
Review reports to ensure target metrics are achieved and processes are followed.
Walk through centers to help ensure a clean and safe environment, including spot checks for expired medications and proper biohazard-waste and medication disposal.
Perform other duties as assigned or modified at the manager’s discretion.