Center Operations Director

Concentra•Ocala, FL

14h

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 the facility’s daily operations, including center activities, general facility management, patient flow, and support for medical and therapy providers 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 patients and ensuring exceptional experiences for patients and clients. The position supports clinical outcomes and case closure, maintains operational and service standards, and works with center and clinical leadership to improve patient care, safety, workflows, and business results. The role also manages staffing and colleague development, center-client relationships, operational metrics, and financial drivers while maintaining regulatory compliance and secure handling of confidential information.

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 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 and a tactful, diplomatic communication style.
Working knowledge of personnel recruitment, selection, coaching, and performance management.
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 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 preferred.
Prior healthcare experience and/or customer service-related experience preferred.

Responsibilities

Spend 80% of the time facilitating patients, ensuring exceptional patient and client experiences, 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 clinical outcomes and case closure.
Work with clinicians to support staff competency in patient care needs.
Create a professional, collaborative working environment that promotes teamwork, quality, outcomes, continuous improvement, recognition, and patient safety.
Manage key 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 the 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 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’s business plan.
Maintain and cultivate relationships with center clients and payers, responding to requests within 24 hours.
Work with the Director of Operations (DO), Associate Director of Operation (ADO), 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 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.