Market Associate Center Operations Director

ChenMed•Mechanicsville, VA

22h•Onsite

About The Position

The Associate Center Operations Director is responsible for day-to-day center operations, including center performance, scheduling optimization, patient experience, and center culture, including teammate engagement and turnover. The role directly supervises employees and ensures the needs of the center, physicians, clinicians, care teams, patients, and visitors are met. The position focuses on improving patient access and satisfaction, maintaining appointment-slot quality, managing patient disenrollment and orphan patients, and strengthening workforce planning, onboarding, engagement, and retention. It also requires sound operational judgment, data-informed decision-making, and knowledge of applicable healthcare regulations and standards. Other duties may be assigned or modified at the manager’s discretion.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, a Biological Science program, or a closely related discipline; additional experience above the minimum 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, or similar environment.
At least 3 years of supervisory or managerial experience in a medical clinic, hospital, or similarly regulated environment.
Ability to build strong relationships and foster collaboration and mutual respect among staff, patients, and external partners.
Strong business acumen and data-driven decision-making skills, including analyzing performance indicators and metrics.
Ability to develop and implement strategies that engage and develop team members and support 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 how to find information on standards and interpretations.
Strong critical reasoning, decision-making, and problem-solving skills to assess risks, prevent future issues, and resolve recurring defects.
Strong organizational skills and attention to detail, including the ability to manage multiple tasks, short deadlines, interruptions, and shifting priorities.
Intermediate working knowledge of Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, as well as other word-processing, spreadsheet, database, email, and presentation software.
Spoken and written fluency in English.
Ability to use and exercise independent judgment.
Flexibility to work evenings, weekends, and/or holidays as needed.

Responsibilities

Enhance the patient experience by implementing best practices and addressing patient feedback.
Optimize available appointment slots to maximize patient access and operational efficiency.
Ensure appointment slots are high quality and balance availability with patient needs.
Keep the team available and accessible to patients, reducing wait times and barriers to care.
Monitor patient disenrollment rates, identify causes, and take action to improve retention and continuity of care.
Identify and manage orphan patients to ensure continuous, coordinated care.
Cultivate a positive, collaborative center culture and implement initiatives to improve staff engagement and morale.
Develop and execute workforce plans so the center is staffed to meet patient and operational needs.
Oversee onboarding, training, and support for new line staff.
Implement strategies to improve teammate retention and reduce turnover, fostering long-term commitment and career growth.
Directly supervise employees and oversee day-to-day center operations.
Perform other duties as assigned or modified at the manager’s discretion.