Center Operations Director

Concentra•Gardena, CA

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, oversees daily medical facility operations, coordinates center activities, manages the facility, oversees patient flow, and supports medical and therapy providers in delivering patient care. The role includes hands-on center activity and daily interaction with colleagues and patients, including patient registration, check-out, and patient care. The COD spends 80% of their time facilitating patients and ensuring exceptional experiences for patients and clients. The COD collaborates with clinicians and center leadership to support clinical outcomes, staff competency, patient safety, operational efficiency, and business plan achievement. The role manages center metrics and financial drivers, coordinates scheduling and communications, maintains relationships with clients and payers, and oversees the full talent lifecycle for center staff. Duties and responsibilities may change at any time, with or without notice.

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 is equivalent to one year of work experience and vice versa.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and the ability to interact tactfully and professionally.
Ability to 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 practices.
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 work on multiple projects simultaneously 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.

Nice To Haves

Bachelor’s degree preferred.
Prior healthcare experience and/or customer service-related experience preferred.

Responsibilities

Spend 80% of work time performing patient facilitation, ensuring exceptional experiences for patients and clients, leading by example, and holding staff accountable to service standards.
Support day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure.
Work with clinicians to support staff competency regarding patient care needs.
Create a professional, collaborative working environment that promotes teamwork, quality, exceptional outcomes, continuous improvement, recognition, and patient safety.
Manage operations metrics and hold staff accountable for Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4, and other metrics determined by senior leadership.
Work with leadership to identify gaps and implement process improvements that support optimal patient care.
Ensure compliance with state regulations and reporting requirements, and ensure facility and equipment meet standards for optimal patient care.
Coordinate scheduling of patients, clinicians, and staff 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 to achieve the center’s business plan.
Maintain and cultivate relationships with center clients and payers, responding 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.
Manage center staff through 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 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.
Handle confidential and critical information with ongoing discretion and secure information management.