Director of Operations- WI Market

Concentra•Brookfield, WI

About The Position

The Director of Operations (DO) 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 the markets to ensure excellent patient care, satisfaction, and employer experience. The DO is accountable for operational management of all centers and on-sites within the area of responsibility, as well as 100% of general and administrative functions, with 80% of time spent at sites. The Director of Operations leads operational execution and performance across markets and service lines, supports clinical and therapy teams, develops operations leaders and colleagues, and owns the market-level budget and financial metrics. The role develops and executes plans to address performance gaps and achieve the annual business plan. Duties and responsibilities may change at any time with or without notice.

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 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 meeting 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.
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 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 metrics for consistent patient care, 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 clinicians’ focus on patient care and outcomes, including clinician recruiting, clinician W2W (90-day schedule), credentialing, FTE spreadsheets, salary analysis, and contract labor, with clinician leader approval.
Meet NPER/NPS targets.
Collaborate with clinical and therapy teams to ensure appropriate support and workflows that foster a caring treatment environment.
Maintain and leverage relationships with employers, payers, referral sources, networks, and local communities to drive market growth, including stewardship and client meetings.
Resolve or address customer and center issues within 48–72 hours when resolution is not immediately available.
Mentor and coach operations leaders on business metrics, patient and client satisfaction, and center management.
Develop colleague success throughout the operations 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 addressing financial performance and growth gaps across service lines to 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 budget and assume financial responsibility for market metrics.