Director of Operations - Southern Virginia

Concentra•Norfolk, VA

21h•$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. The role implements strategy and maintains internal and external relationships across assigned markets to support superb patient care, patient satisfaction, and employer experience. The Director is accountable for operational management of all centers and on-sites within the area of responsibility, as well as 100% of G&A, with 80% of time spent at sites. The position leads operational and business performance across the market, including staffing, workflow improvement, clinician support, customer relationships, talent development, and financial results. It partners with clinical and therapy teams and operations leaders to achieve clinical and business outcomes, and develops and executes plans to address performance gaps and meet the annual business plan.

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 ability to deal with people 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.
Effective oral and written communication skills.
Working knowledge of personnel recruitment, selection, coaching, and other performance management practices.
Effective performance assessment skills.
Proficiency in computer applications such as Word and Excel.
Strong organizational skills and ability to coordinate and prioritize multiple tasks and projects 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 the patient experience.
Support clinician recruiting, clinician W2W (90-day schedule), credentialing, the FTE spreadsheet, salary analysis, and contract labor, with clinician leader approval.
Meet NPER/NPS targets.
Collaborate with clinical and therapy teams to provide appropriate support and workflows for a caring treatment environment.
Maintain and leverage relationships with employers, payers, referral sources, networks, and local communities to drive market growth, including through 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, and center management.
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 reward 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 strategies and business processes within the market.
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 market-level P&L and financial responsibility for the budget and all metrics.