Center Operations Director - Sacramento CA

Concentra; North Las Vegas (NV); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Relocation assistance up to $10,000

Job summary

Concentra in the United States is seeking a Center Operations Director to lead center operations, patient flow, and service delivery.

You will manage staff, coordinate with clinicians, ensure compliance, and partner with leadership to drive patient satisfaction and business outcomes.

This role offers relocation support up to $10,000 and opportunities to impact the care of America's workforce.

Qualifications

• Bachelor’s degree preferred; related experience may substitute.
• 3+ years of work leadership or operations management experience.

Responsibilities

• Lead center operations to deliver exceptional patient care and service.
• Coordinate scheduling with clinicians and staff to ensure efficient care.
• Monitor performance metrics like NPER and patient experience.
• Develop staff through recruitment, onboarding, mentoring and succession.
• Ensure compliance with state regulations and HIPAA/PHI.

Skills

Leadership

Operations management

Healthcare experience

Customer service

Education

Bachelor's degree preferred

Job description

Overview

Offering up to $10,000 Relocation

Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can make a meaningful difference in the lives of the patients you serve.

The Center Operations Director (COD) is responsible for ensuring an optimal level of care and customer service is delivered to all customers. The COD leads and manages all center support staff and oversees the daily operations of the medical facility. The COD is also responsible for coordinating center activities, general facility management, overseeing patient flow throughout the center, and supporting the medical and therapy providers in the delivery of patient care. Daily interaction with colleagues and patients is required through hands-on center activity including patient registration, check-out and patient care.

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

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

• Bachelor's degree preferred - 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 Job-Related Experience
• Customarily has at least three or more years of work leadership or operations management experience - Prior healthcare experience and/or customer service-related experience preferred

Job-Related Skills/Competencies

• 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 accordan