Medical Clinic Operations Manager up to 10k bonus

Concentra•West Sacramento, CA

About The Position

The Center Operations Director (COD) ensures an optimal level of care and customer service for all customers. The role leads and manages center support staff and oversees the medical facility’s daily operations, coordinating center activities and facility management, managing patient flow, and supporting medical and therapy providers in delivering patient care. The position involves regular, hands-on interaction with colleagues and patients, including patient registration, checkout, and patient care facilitation. The role is eligible for a bonus of up to $10,000.

Requirements

Some college coursework 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 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 applicable laws and company policies.
Strong service mentality and focus on 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 projects in a fast-paced environment without direct supervision.
Ability to identify improvement 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 patient care, ensuring exceptional experiences for patients and clients, leading by example, and holding staff accountable to service delivery standards.
Support day-to-day execution of the medical model by collaborating with clinicians to promote optimal 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 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 that support 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.
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 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.