Director of Center Operations

MedStar Radiology Network•Bethesda, MD

6d•Onsite

About The Position

MedStar Radiology Network is seeking a full-time Director of Center Operations to manage radiology operations for outpatient imaging centers in Chevy Chase, Rockville, and Olney, Maryland. Under the direction of an Administrator, Senior Director, Vice President, or Executive Vice President, the Director oversees operational and sales activities, develops and implements programs and projects, and supports organizational goals across people, quality, growth, service, and finance. The role requires leadership experience and knowledge of business practices, budgeting, accounting, supervision, clinical or support-service operations, imaging billing and reimbursement, payer contracts, accreditation, and applicable regulations. The Director works closely with the Administrator, center leadership, Medical Directors, radiologists, sales staff, HR, marketing, vendors, referring providers, and patients. Responsibilities include managing and developing staff; driving sales and referral growth; monitoring performance and budgets; supporting quality, service, staffing, and patient-satisfaction initiatives; and resolving operational barriers. The position involves direct sales activity 50–60% of the time, as well as evening and weekend marketing events and periodic overnight travel to meetings.

Requirements

Leadership and management experience in a hospital, health care, or related field.
Knowledge of modern business practices, budgeting, accounting, and supervisory techniques.
Knowledge of clinical and/or support-service operations, and the ability to plan and direct others’ work and assist with developing and implementing policies and procedures.
Knowledge of medical and/or imaging billing, payer contracts, reimbursement practices, imaging accreditation, and applicable industry regulations such as ACR and Medicare.
Ability to communicate effectively orally and in writing.
Ability to assist in developing program objectives and deadlines and work within an approved budget.
Proficiency with computer applications, including Microsoft Office Suite; knowledge of information and billing systems, keyboard input, digital archiving, and data retrieval.
Knowledge of management principles and practices and of the assigned specialty area of imaging or a related field.
Bachelor’s degree, graduation from an accredited Nursing, Radiologic, or Nuclear Medicine Technology program, and/or equivalent experience.
Candidates with relevant existing licensure or certification must maintain that licensure or certification.
Ability to participate in evening and weekend marketing events and periodic overnight travel to meetings.

Nice To Haves

Certified Radiology Administrator (CRA), preferred for Clinical Operations.

Responsibilities

Develop and maintain collaborative working relationships with Medical Directors, radiologists, organizational and partner leadership, and other stakeholders; communicate regularly and involve them in decisions as appropriate.
Work with the Administrator to apply sales standards and best practices to imaging-center sales and marketing efforts.
Supervise, train, coach, and evaluate sales staff and daily workflows; provide ongoing sales training and support staff development and autonomy.
Perform direct sales to prospective, new, and established referring providers, including sales calls, territory management, pre-call planning, and use of sales techniques and standards.
Maintain accurate and current CRM activity and practice/contact records; use CRM, reports, and other organizational tools to track outcomes.
Monitor competitors and changing market conditions, and respond appropriately.
Collaborate with the Administrator to establish organizational goals and develop sales plans; analyze data, identify opportunities, track progress, and report results.
Oversee and execute sales and marketing initiatives, campaigns, events, promotional activities, and growth strategies, including participation in activities outside normal business hours when requested.
Hold regular meetings with direct reports and staff to discuss goals, strategies, results, and organizational initiatives.
Represent the organization and center at meetings with customers, referring offices, patients, and partners.
Support center-wide performance improvement, quality control, service, workflow, and operational initiatives, including actions to increase referral volume and improve patient and customer experience.
Support staffing, recruitment, orientation, training, employee satisfaction, coordination of daily activities, and development of second-level leaders.
Perform local HR responsibilities as needed or directed, and ensure required employee paperwork is completed and submitted on time.
Approve employee timesheets using established timekeeping policies and systems, and ensure the same process is followed by second-level leaders.
Provide and document timely performance feedback; follow progressive discipline procedures when coaching does not produce the required improvement.
Resolve operational barriers to accommodating volume growth and referring-provider and patient needs; communicate operational opportunities and challenges to the sales team.
Use available resources and data to make decisions affecting center management and service quality; promote exceptional service among staff.
Assist with selection and placement of equipment and design of work areas in coordination with the Administrator, organization, Medical Director, and vendors.
Support time-of-service and denial-rate goals; follow up on missed measures and ensure investigation and staff training as needed.
Assist with fiscal-year budget planning and manage areas of responsibility within established budgets.
Promote achievement of patient-satisfaction goals and consistent use of AIDET and HEAL practices; develop action plans and training when satisfaction scores fall below organizational goals.
In the Administrator’s absence, make decisions that may significantly affect center management and the quality of services provided.
Attend and participate in company-wide meetings as scheduled and required; perform other duties as assigned.