Center Operations Director

Concentra•Bartow, FL

About The Position

The Center Operations Director (COD) ensures an optimal level of care and customer service for all customers. The COD leads and manages center support staff and oversees the medical facility’s daily operations, including coordinating center activities, managing the facility, overseeing patient flow, and supporting medical and therapy providers in delivering patient care. The role requires daily hands-on interaction with colleagues and patients, including patient registration, check-out, and patient care facilitation. The COD spends 80% of their time facilitating patient care and ensuring exceptional patient and client experiences. The position also supports clinical outcomes, operational performance, regulatory compliance, staffing, colleague development, client and payer relationships, and achievement of the center’s annual business plan. The role requires discretion and secure management of confidential information.

Requirements

Some college courses from an accredited college or university, or equivalent education and experience.
In lieu of higher education, one year of college may be substituted for one year of work experience, and vice versa.
At least three years of work leadership or operations management experience.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose solutions.
Outstanding customer service skills and ability to interact with people tactfully and professionally.
Ability to properly handle sensitive and confidential information, including HIPAA and PHI, in accordance with 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.
Effective oral and written communication skills and a tactful, diplomatic communication style.
Working knowledge of personnel recruitment, selection, coaching, and performance management.
Performance assessment skills and 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 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 preferred.
Prior healthcare experience and/or customer service-related experience preferred.

Responsibilities

Spend 80% of the time facilitating patients, ensuring exceptional experiences, leading by example, and holding staff accountable to service standards.
Collaborate with clinicians to support day-to-day execution of the medical model and drive optimal clinical outcomes and case closure.
Work with clinicians to support staff competency in patient care.
Create a professional, collaborative working environment that promotes teamwork, quality, continuous improvement, recognition, and patient safety.
Manage operational metrics and hold staff accountable for Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4, and other metrics set by senior leadership.
Identify gaps with leadership and implement process improvements to support optimal patient care.
Ensure compliance with state regulations and reporting requirements, and ensure facility and equipment meet standards for optimal patient care.
Coordinate patient, clinician, and staff scheduling with clinical leadership to support efficient clinical operations, turnaround times, and patient experience.
Monitor center status, communicate wait times, manage patients using the white board, and provide service package expectations.
Coordinate and prepare materials for Center Leadership Team (CLT) meetings focused on quality, patient safety, and outlier management, and support development toward the center’s business plan.
Maintain and cultivate relationships with center clients and payers and respond to requests within 24 hours.
Work with the Director of Operations, Associate Director of Operation, and CLT to manage clinical and support staffing levels and proficiencies.
Develop center colleagues throughout the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring, development, engagement, retention, performance management, and succession planning.
Drive consistent center communication to support patient and customer care, satisfaction, and business outcomes.
Manage center financial drivers, including NPER, TAT, total visits, and net revenue, and review key indicator reports to achieve the annual business plan.
Implement and consistently maintain center initiatives and workflows.