Associate Market General Manager

ChenMed•Edgewood, NM

1d•$166,652 - $238,075•Onsite

About The Position

The Associate Market General Manager directs and administers the day-to-day operations of multiple medical centers and is accountable for operational, financial, and people-related goals at the center level. The role provides direction to market operations and administration, using available center resources, and partners closely with clinical leadership to meet or exceed patient-care, service, and clinical goals. This servant-leader role leads multiple teams, supports business growth, and owns profit-and-loss budgets for the centers. The position oversees center budgets averaging more than $50 million annually, staffing of up to 150 employees, and services for up to 10,000 patients per year. It sets and implements strategies for operational excellence and growth, develops center leaders, supports high-quality and cost-effective clinical operations, and monitors performance, patient flow, service, regulatory compliance, finances, and safety. The role also partners with market and regional leaders on business plans, membership growth and retention, and operational results.

Requirements

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.
Bachelor’s degree in business, healthcare or public administration, finance, economics, or a related field; additional experience above the minimum may substitute for the required education on a year-for-year basis.
Highly developed business acumen and relationship-management/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, 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.
Demonstrated ability to drive revenue growth and control 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, organizational, and management skills, including the ability to manage multiple projects and meet tight deadlines.
Strong understanding of business controls and operations.
High emotional intelligence and integrity, with a driven and focused work ethic.
Commitment to serving others with VIP experiences and ability to engage and connect naturally with others.
Self-starter who can think creatively and work effectively.
Proficiency in 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 travel may be up to 50% and also states regional and nationwide travel may be up to 10%.
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 multimillion-dollar P&L account.

Responsibilities

Own and operate an average annual budget of more than $50 million for multiple medical centers, with staffing of up to 150 employees and service to up to 10,000 patients per year.
Design, develop, and implement strategies for ongoing operational excellence and center growth; ensure patient-experience goals are met or exceeded.
Partner with market leaders to execute business plans, meet growth and financial objectives, and ensure action plans are developed and followed.
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 service and clinical outcomes aligned with the organization.
Manage operational outcomes to meet or exceed customer, provider, and regulatory expectations; coordinate with Centers of Excellence to ensure resources are available.
Communicate and promote understanding and ownership of scorecard measures, total-quality measures, and initiatives.
Mentor, coach, and develop market operations teams, growing the team to match business needs.
Assist with customer-resolution responses, educate management on appropriate responses, and resolve escalated issues.
Lead each center’s growth strategy around disenrollment.
Lead and inspire teams, coordinating work and achieving results under challenging circumstances.
Use and understand financial statements and financial concepts in a service organization.
Monitor office 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 team-member performance evaluations and required disciplinary actions.
Monitor patient volumes and wait times to support effective flow from check-in through appointment and check-out.
Ensure the accuracy of incoming and outgoing information, including supplies, invoices, billing requests, and patient records.
Partner with others to develop strategies to increase and retain membership.
Apply frugality and creativity to operational problem-solving, 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 organization.
Drive center success across people, finance, service, growth, and outcomes, and maintain awareness of the competitive healthcare environment to support retention and service differentiation.
Work with clinical providers to help schedule patient meetings and prepare letters to or for patients.
Review reports to ensure target metrics are achieved and processes are followed.
Walk through centers to ensure a clean and safe environment, including checking for expired medications and proper biohazard-waste and medicine disposal.
Perform other duties as assigned or modified at the manager’s discretion.