Market Associate Center Operations Director

ChenMed•Richmond, 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 teammate turnover and engagement. This role has primary responsibility for day-to-day center operations and directly supervises employees. The incumbent ensures the needs of the center, its physicians, clinicians, care teams, patients, and visitors are met. The role enhances patient experience, optimizes appointment-slot utilization and quality, and ensures the team is available and accessible to patients. It monitors patient disenrollment, addresses orphan-patient care coordination, cultivates staff engagement, plans center workforce needs, oversees onboarding of line staff, and implements strategies to improve teammate retention. 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 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 key performance indicators and metrics.
Ability to build teams and develop strategies to engage and develop team members.
Knowledge of general operations standards, functions, methods, techniques, practices, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, and how to locate information on standards and interpretations.
Critical reasoning, decision-making, and problem-solving skills to analyze situations, assess risks, and prevent or resolve issues.
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, 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.
Ensure 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, identify causes, and address them to support retention and continuity of care.
Identify and manage orphan patients to ensure continuous and coordinated care.
Cultivate a positive, collaborative center culture and implement initiatives to improve staff engagement and morale.
Develop and execute workforce-planning strategies to staff the center for patient needs and operational demands.
Oversee onboarding, training, and support for new line staff.
Implement strategies to improve teammate retention and reduce turnover, fostering a supportive environment for long-term commitment and career growth.
Perform other duties as assigned or modified at the manager’s discretion.