Market Associate Center Operations Director

ChenMed•Mechanicsville, VA

2d•$83,638 - $119,482•Onsite

About The Position

The Associate Center Operations Director is responsible for center operations, including center performance, scheduling optimization, patient experience, and center culture, including turnover and engagement. This position has primary responsibility for day-to-day center operations and direct supervision of employees. The role ensures the needs of the center, physicians, clinicians, care teams, patients, and visitors are met. The position improves patient experience, optimizes appointment-slot utilization and quality, and ensures the team is accessible to patients. It monitors disenrollment and manages patients without assigned primary care providers to support continuity of care. The director also cultivates team engagement, plans workforce needs, oversees onboarding of line staff, and develops strategies to retain teammates and reduce turnover. Other duties may be assigned or modified at the manager’s discretion.

Requirements

Bachelor of Arts or Bachelor of Science degree in Healthcare Administration, Business Administration, a Biological Science program, or a closely related discipline; additional experience may be considered in lieu of the required education on a year-for-year basis.
At least 5 years of related work experience in a medical clinic, hospital setting, or similar environment.
At least 3 years of supervisory or managerial experience in a medical clinic, hospital setting, or similarly regulated environment.
Ability to build relationships and foster collaboration and mutual respect with staff, patients, and external partners.
Strong business acumen and a data-driven approach to decision-making, including analyzing performance indicators and metrics.
Ability to develop and implement strategies to engage and develop team members and promote a positive work environment.
Knowledge of general operations standards, functions, methods, techniques, practices, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, including where to find information on standards and interpretations.
Excellent critical reasoning, decision-making, and problem-solving skills to assess situations and risks, prevent future issues, and resolve recurring defects.
Strong organizational skills and attention to detail to manage multiple tasks, short deadlines, frequent interruptions, and shifting priorities.
Intermediate working knowledge of Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, and other word-processing, spreadsheet, database, email, and presentation software.
Spoken and written fluency in English.
Ability to exercise independent judgment.
Flexibility to work evenings, weekends, and/or holidays as needed.

Responsibilities

Improve the overall patient experience by implementing best practices and addressing patient feedback.
Optimize appointment-slot utilization to maximize patient access and operational efficiency.
Maintain appointment-slot quality and balance availability with patient needs.
Ensure the team is available and accessible to patients, reducing wait times and barriers to care.
Monitor patient disenrollment rates and address causes to support retention and continuity of care.
Identify and manage patients without assigned primary care providers to ensure continuous, coordinated care.
Cultivate a positive center culture that promotes engagement and collaboration, and implement initiatives to improve staff morale and engagement.
Develop and execute workforce-planning strategies to staff the center adequately for patient needs and operational demands.
Oversee onboarding of new line staff, including comprehensive training and support.
Implement strategies to improve teammate retention, reduce turnover, and foster a supportive environment for career growth.
Perform other duties as assigned or modified at the manager’s discretion.