Clinic Operations Leader - Patient Experience & Care

Concentra, Inc; Gardena (CA); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Medical, Vision, Prescription, Telemed

Life & Disability Insurance

Paid Time Off & Extended Illness Days

Colleague Referral Bonus Program

Tuition Reimbursement

Commuter Benefits

Dependent Care Spending Account

Employee Discounts

Job summary

Concentra, Inc. is seeking a Medical Clinic Operations Manager in Gardena, CA to lead center operations and patient care delivery. You will oversee staff, patient flow, and daily facility management while collaborating with clinicians to achieve optimal clinical outcomes.

The role emphasizes strengthening service standards, improving processes, and ensuring compliance with state regulations. A background in healthcare operations and customer service is highly valued, with potential for growth

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.

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)
• 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
• Coordinate scheduling with clinical leadership to ensure efficient clinical support and exceptional patient experience
• Monitor center status, provide wait time communication, and manage patient flow and service expectations
• Coordinate and prepare material for Center Leadership Team meetings to improve quality, safety, and outcomes
• Maintain relationships with center clients and payers responding within 24 hours
• Manage staffing levels and proficiencies to optimize patient satisfaction and workflows
• Develop colleague success through all aspects of talent life cycle including recruitment, onboarding, mentoring and retention
• Drive center communication to deliver optimal patient/customer care and business outcomes
• Accountable for center financial drivers and review key indicator reports to achieve annual plan
• Maintain and implement center initiatives and workflows with consistency

Skills

Customer service

Operations management

Staff leadership

Healthcare experience

Attention to detail

Communication

HIPAA knowledge

Problem solving

Multi-tasking

Technology literacy

Education

Bachelor's degree preferred

Some college courses

Tools

Word

Excel

Job description

Concentra, Inc. is seeking a Medical Clinic Operations Manager in Gardena, CA to lead center operations and patient care delivery. You will oversee staff, patient flow, and daily facility management while collaborating with clinicians to achieve optimal clinical outcomes.

The role emphasizes strengthening service standards, improving processes, and ensuring compliance with state regulations. A background in healthcare operations and customer service is highly valued, with potential for growth