Director Jobs

About The Position

Requirements

• At least three years of work leadership or operations management experience.
• Some college courses from an accredited college or university, or equivalent education and experience. In lieu of higher education, one year of college may be substituted for one year of work experience and vice versa.
• Ability to make decisions and solve problems using logic to identify key facts, explore alternatives, and propose solutions.
• Strong customer service skills and the ability to interact tactfully and professionally.
• Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with 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 and continued focus on self-development.
• Proficiency with computer applications such as Word and Excel.
• Ability to coordinate and prioritize multiple tasks and work on multiple projects simultaneously in a fast-paced environment without direct supervision.
• Ability to identify improvement opportunities, develop and implement action plans, and evaluate results.
• Ability to resolve colleague, client, and patient issues effectively and promptly.
• Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative, and Flexibility.

Nice To Haves

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

Responsibilities

• Facilitate patient care and promote exceptional experiences for patients and clients, lead by example, and hold 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, continuous improvement, recognition, and patient safety.
• Manage key operational metrics, including Turn Around Time (TAT), Net, Patient Experience Rating (NPER), Pearl C4, and other metrics set by senior leadership.
• Identify operational gaps with leadership and implement process improvements to support optimal patient care.
• Ensure compliance with state regulations and reporting requirements, and ensure facilities and equipment meet patient-care standards.
• Coordinate patient, clinician, and staff scheduling with clinical leadership to support efficient operations, 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 business plan.
• Maintain relationships with center clients and payers and respond to requests within 24 hours.
• Work with the Director of Operations, Associate Director of Operation, and CLT to manage clinical and support staffing levels and proficiencies.
• Develop center colleagues throughout the talent life cycle, including recruiting, hiring, onboarding, orientation, mentoring, 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.

Benefits

• 401(k) retirement plan with employer match
• Medical, vision, prescription, telehealth, and dental plans
• Life and disability insurance
• Paid time off and extended illness days
• Colleague referral bonus program
• Tuition reimbursement
• Commuter benefits
• Dependent care spending account
• Employee discounts
• Incentive plan
• Eligible for up to a $10,000 bonus