Center Operations Director

Concentra•Indianapolis, IN

About The Position

The Center Operations Director (COD) ensures that the center delivers an optimal level of care and customer service. 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 position requires daily, hands-on interaction with colleagues and patients, including patient registration, check-out, and patient care activities. The COD works with clinicians and center leadership to support clinical outcomes, patient safety, efficient workflows, and the center’s business plan. The role also manages operational metrics, staffing, client and payer relationships, and all aspects of the talent life cycle for center staff. The position requires discretion and secure handling of confidential and critical information.

Requirements

Some college courses from an accredited college or university, or equivalent education and experience.
At least three years of work leadership or operations management experience.
In lieu of higher education, college and work experience may be exchanged at a 1:1 ratio.
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 with people tactfully and professionally.
Ability to properly 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 meeting defined service standards.
Excellent telephone and personal etiquette.
Warm, positive, energetic, and professional demeanor.
Effective oral and written communication skills, with a tactful and diplomatic communication style.
Working knowledge of personnel recruitment, selection, coaching, and other performance-management practices.
Performance assessment skills.
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 plans of action, 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 time facilitating patients, 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 clinicians to drive optimal clinical outcomes and case closure.
Work with clinicians to support staff competency regarding patient care needs.
Create a professional, collaborative environment that promotes teamwork, quality, exceptional outcomes, 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 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 meetings focused on quality, patient safety, and outlier management; support ongoing 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 Center Leadership Team to manage clinical and support staffing levels and proficiencies.
Develop center colleagues 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.