Associate Market General Manager

ChenMed•Edgewood, MD

1d•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, partners with clinical leadership to meet or exceed patient-care, service, and clinical goals, and leads teams to grow the business while owning each center’s profit-and-loss budget. The position oversees an average annual budget exceeding $50 million, with staffing of up to 150 employees and service to as many as 10,000 patients per year. The Associate Market General Manager develops and implements strategies for operational excellence and growth, supports market leaders in achieving business plans and financial goals, and develops center leaders through training, coaching, and mentorship. The role partners with the Regional President and other organizational functions to support high-quality, cost-effective clinical outcomes and service, ensure operational and regulatory expectations are met, and deliver a strong patient experience. This leader monitors center performance, patient flow, communications, records, supplies, and service measures; handles escalated customer issues; supports membership growth and retention; and promotes efficient, safe, and customer-focused center operations. The position requires strong business and financial acumen, sound independent judgment, exceptional relationship and people leadership, and the ability to travel as needed. The role is onsite and may be eligible for bonuses or commissions in addition to the stated base salary range.

Requirements

Bachelor’s degree in business, healthcare or public administration, finance, economics, or a related field; additional experience may substitute year for year for the required education.
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.
Knowledge of business and management principles, including strategic planning, resource allocation, human-resource modeling, leadership techniques, and operations.
Knowledge and experience commensurate with managing an entity with annual revenue of at least $40 million.
Superior knowledge of customer-service principles and processes, including customer-needs assessment, quality standards, and evaluation of customer satisfaction.
Knowledge of regulatory requirements and laws governing clinic activities and their implementation.
Demonstrated record of driving revenue growth and controlling expenses.
Ability to leverage business and organizational knowledge across functions.
Negotiation skills and the ability to influence executives, leaders, and employees at all levels regarding transformational change and operational optimization.
Exceptional written and verbal communication, organizational, and management skills, including the ability to manage multiple projects and tight deadlines.
Understanding of business controls and operations.
High emotional intelligence and integrity, with a driven and focused work ethic.
Ability to engage and connect naturally with others and provide VIP service experiences.
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 description specifies travel up to 50% and also states regional and nationwide travel up to 10%.
Spoken and written fluency in 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 center growth.
Ensure patient-experience goals are met or exceeded.
Partner with market leaders to execute business plans and meet growth and financial objectives, ensuring action plans are created and followed.
Train, develop, coach, and mentor center leaders and operations teams, supporting future advancement and staffing aligned with business needs.
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 (COEs) to ensure appropriate resources are available to the market.
Communicate and promote understanding and ownership of scorecard measurements, total-quality measures, and initiatives.
Support customer-resolution responses, educate management on appropriate responses, and resolve escalated issues.
Lead center growth strategies related to disenrollment and work with others to increase and retain membership.
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 performance evaluations and required disciplinary actions.
Monitor patient volumes and wait times to ensure effective flow from check-in through appointments and check-out.
Ensure the accuracy of incoming and outgoing information, including supplies, invoices, billing requests, and patient records.
Use frugal and creative problem-solving to improve people, processes, and systems before increasing costs or complexity.
Collaborate with leaders on strategic business planning and drive center success across people, finance, service, growth, and outcomes.
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 prepare letters to or for patients.
Review reports to verify target metrics and process adherence.
Walk through centers to ensure clean and safe environments, including spot-checking expired medications and proper biohazard-waste and medication disposal.
Perform other duties as assigned or modified at the manager’s discretion.