Center Operations Director

Concentra - Conley, GA

Full-time - Mid Level

Conley, GA

Ambulatory Health Care Services

About the position

The Center Operations Director (COD) at Concentra is a leadership role responsible for ensuring optimal patient care and customer service within the medical facility. The COD leads center support staff, manages daily operations, coordinates activities, and oversees patient flow, all while supporting medical and therapy providers in delivering exceptional care. This position requires hands-on involvement in patient interactions and a commitment to improving the health of America's workforce.

Responsibilities

• Perform patient facilitation, ensuring exceptional experiences for every patient and client, 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 drive optimal clinical outcomes and case closure.
• Work with clinicians to support staff competency regarding all patient care needs.
• Create a professional and collaborative working environment that promotes teamwork, quality, exceptional outcomes, continuous improvement, and patient safety.
• Manage key operations metrics and hold staff accountable on Turn Around Time (TAT), Net Patient Experience Rating (NPER), and other metrics as determined by senior leadership.
• Identify gaps and implement process improvements to ensure optimal patient care in collaboration with leadership.
• Ensure compliance with state regulations and that facility/equipment meets standards for optimal patient care.
• Coordinate scheduling with clinical leadership to ensure efficient clinical support and exceptional patient experience.
• Monitor center status, provide wait time communication, and manage patient expectations.
• Prepare materials for Center Leadership Team (CLT) meetings to improve quality, patient safety, and outlier management.
• Maintain relationships with center clients and payers, responding to requests within 24 hours.
• Manage clinical and support staffing levels to optimize patient satisfaction and workflows.
• Develop colleague success through all aspects of the talent life cycle, including recruiting, hiring, onboarding, and performance management.
• Drive consistent center communication to achieve optimal patient/customer care and business outcomes.
• Accountable for center financial drivers and review key indicator reports to achieve the annual business plan.
• Implement and maintain center initiatives and workflows.

Requirements

• Bachelor's degree preferred or equivalent education and experience.
• At least three years of work leadership or operations management experience, preferably in healthcare or customer service.
• Strong service mentality and focus on achieving defined service standards.
• Outstanding customer service skills and ability to handle sensitive information in accordance with laws and policies.
• Proficient in computer applications such as Word and Excel.

Nice-to-haves

• Prior healthcare experience and/or customer service-related experience.

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts