Center Operations Director

Concentra•Los Angeles, CA

7h•$79,949 - $105,533

About The Position

The Center Operations Director (COD) ensures that the center delivers an optimal level of care and customer service. This role leads and manages center support staff and oversees the daily operations of the medical facility, including coordinating center activities, facility management, patient flow, and support for medical and therapy providers delivering patient care. The position 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 patients and ensuring an exceptional experience for patients and clients. The role supports clinical outcomes and case closure, maintains service and operational standards, manages center metrics and financial drivers, ensures regulatory and facility compliance, and works with center and operations leadership to optimize staffing, workflows, patient satisfaction, and business outcomes. The position also oversees the talent life cycle for center staff and maintains relationships with center clients and payers.

Requirements

At least three years of work leadership or operations management experience.
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.
Ability to make decisions and solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and the ability to interact with people tactfully and professionally.
Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with federal and state laws and company policies.
Strong service mentality and focus on achieving 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 other performance management practices.
Performance assessment skills.
Continued focus on self-development.
Proficiency with 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 an action plan, and evaluate its effectiveness.
Ability to resolve colleague, client, and patient issues effectively and promptly.
Ongoing discretion and secure management of confidential and critical information.

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 for patients and clients, leading by example, and holding staff accountable to service standards.
Collaborate with and support clinicians in day-to-day execution of the medical model to drive clinical outcomes and case closure.
Work with clinicians to support staff competency in patient care.
Create a professional, collaborative work 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.
Work with leadership to identify gaps and implement process improvements for optimal patient care.
Ensure compliance with state regulations and reporting requirements, and ensure facilities and equipment meet standards for optimal patient care.
Coordinate patient, clinician, and staff scheduling with clinical leadership to support effective clinical operations, turnaround times, and patient experience.
Monitor center status, communicate wait times, manage patients using the white board, and communicate service package expectations.
Coordinate and prepare materials for Center Leadership Team (CLT) meetings focused on quality, patient safety, and outlier management; support ongoing development toward the center 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 and development, engagement, retention, performance management, and succession planning.
Drive consistent center communication to support patient and customer care, satisfaction, and business outcomes.
Manage accountability for 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.