Director of Operations - Southern Virginia

Concentra•Norfolk, VA

10h•$122,700 - $160,000

About The Position

The Director of Operations builds teams focused on service delivery, key business metrics, clinician support, and growth of core business. This role implements strategy and maintains internal and external relationships across assigned markets to ensure high-quality patient care, patient satisfaction, and a positive employer experience. The Director is accountable for operational management of all centers and on-sites in the area of responsibility, as well as 100% of G&A, and spends 80% of the time at sites. The role oversees execution of the core business model, staffing and workflows, operational and clinical metrics, market growth, financial performance, and the development of operations colleagues and leaders. The Director collaborates with clinical and therapy teams and other disciplines to achieve clinical and business outcomes, and is responsible for market-level budget and P&L performance.

Requirements

Bachelor’s degree from an accredited college or university.
Three or more years of direct management experience.
Five or more years of operations management experience.
Multi-site management experience.
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 applicable laws and company policies.
Strong service mentality and focus on defined service standards.
Excellent telephone and personal etiquette.
Warm, positive, energetic demeanor.
Effective oral and written communication skills.
Tactful and diplomatic communication style.
Outstanding professional demeanor.
Working knowledge of personnel recruitment, selection, coaching, and performance management practices.
Effective performance assessment skills.
Continued focus on self-development.
Proficiency with computer applications such as Word and Excel.
Strong organizational skills.
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

Healthcare experience preferred.

Responsibilities

Ensure execution of the core business model across markets and service lines.
Monitor key patient consistency metrics, including % MS Referred, Visits per Case, % Therapy SDE, % Seen, PI’s, LOS, NPER, TAT, and NPS.
Optimize staffing and hold staff accountable for workflow and patient experience across disciplines and sites.
Assist Center Operations Directors and Associate Director Operations in assessing center processes and workflows to continuously improve patient experience.
Support clinician focus on patient care and outcomes, including clinician recruiting, clinician W2W (90-day schedule), credentialing, FTE spreadsheet, salary analysis, and contract labor, with clinician leader approval.
Meet NPER/NPS targets.
Collaborate with clinical and therapy teams to establish support and workflows that foster a caring treatment environment.
Maintain and leverage relationships with employers, payers, referral sources, networks, local communities, and other stakeholders to drive market growth; include stewardship and client meetings.
Resolve or address customer and center issues within 48–72 hours when resolution is not available.
Mentor and coach operations leaders on business metrics, patient and client satisfaction, center management, and related areas.
Develop operations colleagues throughout the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring and development, engagement, retention, performance management, and succession planning.
Foster collaboration, professionalism, patient and colleague safety, quality care, continuous improvement, and recognition.
Promote collaboration across disciplines and teams to achieve clinical and business outcomes.
Develop and execute action plans to address financial performance and growth gaps across service lines and achieve the annual business plan.
Plan and execute market strategies and business processes.
Monitor and manage business and clinical metrics, including GRV, EBITDA, efficiencies, PI, cost per encounter, coding and documentation, and other metrics determined by senior leadership.
Review key indicator reports, including IOS, suspense, DOT, and the operations dashboard, and take action to achieve the annual business plan.
Own the P&L and financial responsibility for the market-level budget and metrics.