Medical Center Manager

Concentra•Baltimore, MD

6d•$72,746 - $96,025

About The Position

The Center Operations Director (COD) ensures an optimal level of care and customer service for all customers. The COD leads and manages center support staff and oversees the medical facility’s daily operations, center activities, general facility management, and patient flow, while supporting medical and therapy providers in delivering patient care. The role requires daily, hands-on interaction with colleagues and patients, including patient registration, check-out, and patient care. The position spends 80% of its time facilitating patient care and ensuring exceptional patient and client experiences. It supports clinical operations, develops staff, maintains regulatory and facility standards, coordinates scheduling, monitors patient flow, manages client and payer relationships, and oversees center performance and financial drivers. The COD also develops center staff throughout the talent life cycle and works with operational and clinical leadership to meet the center’s business plan.

Requirements

Some college courses from an accredited college or university, or equivalent education and experience.
In lieu of higher education, education and work experience are considered at a 1:1 ratio: one year of college equals one year of work experience, and vice versa.
At least three years of work leadership or operations management experience.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Strong customer service skills and the ability to interact tactfully and professionally.
Ability to properly 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.
Warm, positive, energetic, and professional demeanor.
Effective oral and written communication skills and a tactful, diplomatic communication style.
Working knowledge of personnel recruitment, selection, coaching, and other performance-management practices.
Performance assessment skills.
Continued focus on self-development.
Proficiency with computer applications such as Word and Excel.
Ability to coordinate and prioritize multiple tasks and projects in a fast-paced environment without direct supervision.
Ability to identify improvement opportunities, develop and implement plans of action, and evaluate their effectiveness.
Ability to resolve colleague, client, and patient issues effectively and promptly.

Nice To Haves

Bachelor’s degree preferred.
Prior healthcare experience and/or customer service-related experience preferred.

Responsibilities

Spend 80% of the time facilitating patients, ensuring exceptional patient and client experiences, leading by example, and holding staff accountable to service standards.
Support day-to-day execution of the medical model by collaborating with clinicians to drive optimal clinical outcomes and case closure.
Work with clinicians to support staff competency in patient care.
Create a professional, collaborative working environment that promotes teamwork, quality, outcomes, continuous improvement, recognition, and patient safety.
Manage operational metrics and hold staff accountable for Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4, and other leadership-designated metrics.
Work with leadership to identify gaps and implement process improvements for optimal patient care.
Ensure compliance with state regulations and reporting requirements, and ensure facility and equipment meet patient-care standards.
Coordinate patient, clinician, and staff scheduling with clinical leadership to support efficient clinical services, turnaround times, and patient experience.
Monitor center status, communicate wait times, manage patients using the “white board,” and communicate service package expectations.
Coordinate and prepare materials for Center Leadership Team (CLT) meetings focused on quality, patient safety, and outlier management; support ongoing development toward the center’s business plan.
Maintain and cultivate relationships with center clients and payers, responding to requests within 24 hours.
Work with the Director of Operations (DO), Associate Director of Operation (ADO), and CLT to manage staffing levels and proficiencies for optimal satisfaction, workflows, and efficiency.
Develop center colleagues throughout the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring and development, engagement, retention, performance management, and succession planning.
Drive consistent center communication to support patient and customer care, satisfaction, and business outcomes.
Manage center financial drivers, including NPER, TAT, total visits, and net revenue, and review key indicator reports to achieve the annual business plan.
Implement and consistently maintain center initiatives and workflows.