Associate Market General Manager

ChenMed•DeKalb, IL

5d•$166,652 - $238,075•Onsite

About The Position

The Associate Market General Manager directs and administers day-to-day operations across multiple medical centers, with responsibility for operational, financial, and people-related performance. The role provides direction for market operations and administration, manages center resources, and partners closely with clinical leadership to meet or exceed patient care, service, and clinical objectives. This servant-leadership role oversees teams, supports business growth, and owns profit-and-loss budgets for centers. The position oversees an average annual budget of more than $100 million across multiple centers, which may staff up to 150 employees and serve up to 20,000 patients annually. The manager develops and implements strategies for operational excellence and growth, supports center leaders’ development, and works with market and regional leaders to achieve business, financial, service, and clinical goals. The role also monitors center operations, patient flow, regulatory and quality measures, and the accuracy of operational information. Local, regional, and nationwide travel is required; the posting gives both an allowance of up to 50% and a further statement of up to 10% for regional and nationwide travel.

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 7 years of healthcare administration, budget management, finance, or closely related industry experience.
At least 5 years of direct management or leadership experience in a customer/client service environment.
Current, valid driver’s license, which must be maintained.
Ability and willingness to travel locally, regionally, and nationwide; the posting states up to 50% of the time and also states regional and nationwide travel up to 10% of the time.
Fluency in spoken and written English.
Highly developed business acumen and relationship-management and relationship-building skills.
Advanced knowledge of business and management principles related to strategic planning, resource allocation, human-resource modeling, leadership techniques, and operations.
Knowledge, understanding, experience, skills, and abilities commensurate with managing an entity generating at least $60 million in annual revenue.
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 the ability to influence executives, leaders, and employees at all levels regarding transformational change and operational optimization.
Exceptional written and verbal communication skills.
Exceptional organizational and management skills, including handling 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.
Commitment to serving others with VIP experiences and an ability to naturally engage and connect with people.
Self-starter who can think creatively and work effectively.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and a variety of word-processing, spreadsheet, database, email, and presentation software.
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 $100 million for multiple medical centers, with staffing of up to 150 employees and service to up to 20,000 patients annually.
Design, develop, and implement 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 achieve growth and financial objectives.
Train, develop, and coach center leaders, supporting their ongoing development and future advancement.
Partner with the Regional President to support the oversight and execution of high-quality, cost-effective, VIP service and clinical outcomes aligned with the organization.
Manage key operational outcomes and coordinate with Centers of Excellence (COEs) to ensure the market has appropriate resources.
Communicate and promote understanding and ownership of scorecard measurements, total quality measures, and initiatives.
Mentor, coach, and develop operations teams, and grow staffing to match business needs.
Assist with customer issue responses, educate managers on appropriate responses, and handle escalated issues through resolution.
Lead each center’s growth strategy around disenrollment.
Lead, coordinate, and inspire teams to achieve results in challenging circumstances.
Use financial statements and financial concepts to support work in a service organization.
Monitor office communication 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 counts and wait times to support appropriate 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.
Address operational challenges with frugality and creativity, seeking improvements to people, processes, and systems before adding cost 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/or write 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 spot-checking for expired medications and proper biohazard waste and medicine disposal.
Perform other duties as assigned and modified at the manager’s discretion.