Clinic Operations Manager

Concentra, Inc; Sacramento (CA); On-site; USD 76,876 - 101,483; Full time

Benefits offered by this job

401(k) Retirement Plan with Employer Match

Medical, Vision, Prescription, Telehealth, & Dental Plans

Tuition Reimbursement

Job summary

Concentra, Inc is seeking a Clinic Operations Manager in Sacramento, California who will be essential in leading our patient care team. This role focuses on managing staff operations, ensuring compliance, and providing exceptional care. You will work directly with colleagues and patients daily, overseeing patient flow and enhancing the quality of care.

The ideal candidate has a bachelor’s degree and several years of leadership experience in healthcare. Concentra offers competitive pay and comprehensive benefits to support your career growth.

Qualifications

• 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.

Responsibilities

• Ensure optimal patient care and customer service delivery.
• Manage daily operations of the center and staff.
• Ensure compliance with regulations and facility standards.

Skills

Concentra Core Competencies of Service Mentality

Outstanding customer service skills

Effective oral and written communication skills

Ability to resolve issues timely

Education

Bachelor’s degree preferred

Some college courses or equivalent experience

Tools

Word

Excel

Job description

Clinic Operations Manager

Location: US‑CA‑Sacramento

Job ID: 349651 | Category: Medical Center – Leadership | Type: Full Time | Recruiter: Christopher Delatorre

Overview

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

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 accordance with federal and state laws and company policies
  • Strong service mentality and a focus on achieving all aspects of defined service standards
  • Excellent telephone and personal etiquette
  • Warm, positive, energetic, and professional demeanor
  • Effective oral and written communication skills
  • Tactful and diplomatic communication style
  • Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management
  • Performance assessment skills
  • Continued focus on self‑development
  • Proficient in computer applications such as Word and Excel
  • Ability to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast‑paced environment without direct supervision
  • Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively
  • Ability to resolve colleague, client, and patient issues in an effective and timely manner

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts
• Base compensation: $76,876 to $101,483 annually (state range) depending on job‑related factors

This job requires access to confidential and critical information, requiring ongoing discretion and secure information management. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to the Los Angeles County Fair Chance Ordinance, San Francisco Fair Chance Ordinance, and the San Diego County Fair Chance Ordinance. Concentra is an Equal Opportunity Employer, including disability/veterans.