Center Operations Leader: Patient Experience & Growth

ChenMed; Cincinnati (OH); On-site; USD 84,000 - 119,000; Full time

Job summary

ChenMed is seeking an Associate Center Operations Director in Cincinnati to oversee day-to-day center operations, including patient experience, scheduling optimization, and center culture. The role supervises employees and ensures the center, physicians, care teams, patients and visitors receive optimal service.

Key responsibilities include improving patient experience, maximizing slot utilization, maintaining slot quality, and leading workforce planning and onboarding to support excellent care

Qualifications

• Relationship building with staff, patients, and partners to enhance center operations.
• Data-driven decision making to improve performance metrics and patient experience.
• Proven ability to build, grow, and retain high-performing teams.

Responsibilities

• Patient Experience: Enhances the overall patient experience by implementing best practices and addressing patient feedback to improve satisfaction.
• Slot Utilization: Optimizes the utilization of available appointment slots to maximize patient access and operational efficiency.
• Slots Quality: Ensures the quality of appointment slots, maintaining a balance between availability and the needs of patients
• Available and Accessible: Ensures that the team is readily available and accessible to all patients, reducing wait times and barriers to care.
• Disenrollment: Monitors and manages patient disenrollment rates, identifying and addressing causes to retain patients and improve continuity of care.
• Orphan Patients: Identifies and manages orphan patients (those without assigned primary care providers) to ensure they receive continuous and coordinated care.
• Center Culture (Engagement): Cultivates a positive center culture that promotes team engagement and a collaborative working environment. Implement initiatives to boost staff morale and engagement.
• Center Workforce Planning: Develops and executes effective workforce planning strategies to ensure the center is adequately staffed to meet patient needs and operational demands.
• Onboarding of Line Staff: Oversees the onboarding process for new line staff, ensuring they receive comprehensive training and support to integrate smoothly into the team.
• Teammate Retention (Turnover): Implements strategies to improve teammate retention and reduce turnover rates. Foster a supportive environment that encourages long-term commitment and career growth.
• Performs other duties as assigned and modified at manager’s discretion.

Skills

Relationship building

Data-driven decisions

Team building

Regulatory knowledge

Critical thinking

Organizational skills

MS Office

English fluency

Education

BA/BS in Healthcare Administration or related field

Job description

ChenMed is seeking an Associate Center Operations Director in Cincinnati to oversee day-to-day center operations, including patient experience, scheduling optimization, and center culture. The role supervises employees and ensures the center, physicians, care teams, patients and visitors receive optimal service.

Key responsibilities include improving patient experience, maximizing slot utilization, maintaining slot quality, and leading workforce planning and onboarding to support excellent care