Medical Clinic Operations Manager up to 10k bonus

Concentra•Sacramento, CA

6d•$77,644 - $102,490

About The Position

The Center Operations Director (COD) ensures that the medical center delivers an optimal level of care and customer service. The COD leads and manages center support staff and oversees daily medical facility operations, including coordinating center activities, general facility management, and patient flow. The role supports medical and therapy providers in delivering patient care and involves hands-on interaction with colleagues and patients, including patient registration, checkout, and patient care. The position spends 80% of its time facilitating patients and ensuring a positive experience for patients and clients. The COD also manages operational and financial performance, develops center staff throughout the talent life cycle, maintains client and payer relationships, supports regulatory compliance, and advances the center's business plan.

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.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Strong 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.
Performance assessment skills and continued focus on self-development.
Proficiency with 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 action plans, and evaluate their effectiveness.
Ability to resolve colleague, client, and patient issues effectively and promptly.

Nice To Haves

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

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.
Support daily execution of the medical model by collaborating with and supporting clinicians to drive clinical outcomes and case closure.
Work with clinicians to support staff competency in patient care.
Create a professional, collaborative environment that promotes teamwork, quality, exceptional outcomes, continuous improvement, recognition, and patient safety.
Manage operational metrics, including Turn Around Time (TAT), Net, Patient Experience Rating (NPER), Pearl C4, and other metrics set by senior leadership, and hold staff accountable for performance.
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 efficient 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 meetings focused on quality, patient safety, and outlier management, and support development toward the center's business plan.
Maintain 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 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 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.