Medical Center Manager

Concentra•Philadelphia, PA

5h•Onsite

About The Position

At Concentra, the Medical Center Manager, also referred to as the Center Operations Director (COD), is a vital member of the patient care team responsible for ensuring an optimal level of care and customer service. The COD leads and manages all center support staff and oversees the daily operations of the medical facility. Key responsibilities include coordinating center activities, general facility management, overseeing patient flow throughout the center, and supporting medical and therapy providers in the delivery of patient care. The role requires daily hands-on interaction with colleagues and patients, including patient registration, check-out, and direct patient care.

Requirements

Some college courses from an accredited college or university or equivalent education and experience
In lieu of higher education, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa
Customarily has at least three or more years of work leadership or operations management experience
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The 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 a focus on achieving all aspects of defined service standards
Excellent telephone and personal etiquette
Warm, positive, energetic, and professional demeanor
Effective oral and written communication skills
Tactful and diplomatic communication style
Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management
Performance assessment skills
Continued focus on self-development
Proficient in computer applications such as Word and Excel
Ability to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervision
Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively
Ability to resolve colleague, client, and patient issues in an effective and timely manner

Nice To Haves

Bachelor's degree
Prior healthcare experience and/or customer service-related experience

Responsibilities

Spends 80% of their time performing patient facilitation, ensuring every patient and client is provided with exceptional experience, leads by example, and holds staff accountable to service delivery standards
Support day-to-day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure
Work with clinicians to support staff competency regarding all patient care needs
Create a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety
Manage key operations metrics and holds staff accountable on Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4 and other metrics as determined by senior leadership
Work with leadership to identify gaps and implement process improvement to ensure optimal patient care
Ensure compliance with state regulations, reporting and facility/equipment meets the standards for optimal patient care
Coordinate scheduling (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience
Monitor center status, provide wait time communication, perform “white board” patient management, and provide service package expectations
Coordinate and prepare material for Center Leadership Team (CLT) meetings with the goal of improving quality, patient safety, and outlier management. Ensure ongoing development to achieve the center's business plan.
Maintain and cultivate relationships with center clients and payers while responding to requests within 24 hours
Work with Director of Operations (DO), Associate Director of Operation (ADO), and CLT to manage clinical and support staffing levels and proficiencies that will optimize patient satisfaction, workflows, and efficiencies
Develop colleague success through all aspects of the talent life cycle for center staff including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning
Drive consistent center communication that will result in optimal patient/customer care, satisfaction, and business outcomes
Accountable for center financial drivers (NPER, TAT, Total Visits, Net Revenue) and review of key indicator reports in order achieve annual business plan
Maintain accountability for implementing and consistently maintaining center initiatives and workflows