Medical Clinic Operations Manager

Concentra•San Diego, CA

22h•$77,449 - $102,231

About The Position

The Center Operations Director (COD) ensures an optimal level of care and customer service for all customers. This role leads and manages center support staff and oversees daily medical facility operations, including coordinating center activities, managing the facility, overseeing patient flow, and supporting medical and therapy providers in delivering patient care. The position involves hands-on center activity and daily interaction with colleagues and patients, including patient registration and check-out. The COD spends 80% of their time facilitating patients and ensuring exceptional experiences for patients and clients. The role supports clinical outcomes and case closure, staff competency, patient safety, service standards, process improvement, regulatory compliance, scheduling, client and payer relationships, staffing, and center financial and business-plan goals. The position also manages the center staff talent life cycle and maintains consistent center communication and workflows. Duties and responsibilities may change at any time and are not limited to those listed in the posting. The role requires discretion and secure management of confidential and critical information.

Requirements

Some college courses from an accredited college or university, or equivalent education and experience.
At least three years of work leadership or operations management experience.
In lieu of higher education, education and work experience are interchangeable at a 1:1 ratio, with one year of college equivalent to one year of work experience.
Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and ability to interact with people tactfully and professionally.
Ability to 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 performance management practices.
Performance assessment skills.
Continued focus on self-development.
Proficiency in computer applications such as Word and Excel.
Ability to coordinate and prioritize multiple tasks and projects simultaneously in a fast-paced environment without direct supervision.
Ability to identify opportunities, develop and implement action plans, 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 work time facilitating patients, ensuring exceptional patient and client experiences, leading by example, and holding staff accountable to service standards.
Collaborate with and support clinicians in executing the medical model 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, including Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4, and other metrics set by senior leadership; hold staff accountable for results.
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 standards for optimal patient care.
Coordinate scheduling of patients, clinicians, and staff with clinical leadership to support efficient clinical operations, turnaround times, and patient experience.
Monitor center status, communicate wait times, manage patient flow using the whiteboard, and communicate service package expectations.
Coordinate and prepare materials for Center Leadership Team meetings focused on quality, patient safety, and outlier management; support ongoing development toward the center business plan.
Maintain and cultivate relationships with center clients and payers and respond to requests within 24 hours.
Work with the Director of Operations, Associate Director of Operation, and Center Leadership Team to manage clinical and support staffing levels and proficiencies.
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.
Handle confidential and critical information with ongoing discretion and secure information management.