Market Associate Center Operations Director

PMR Virginia Holding; Mechanicsville (VA); On-site; USD 84,000 - 119,000; Full time

Job summary

PMR Virginia Holding seeks an Associate Center Operations Director to lead day-to-day center operations, supervising staff and ensuring physician, clinician, patient and visitor needs are met.

You will drive patient experience improvements, optimize appointment slot utilization, and cultivate a positive center culture while planning workforce and onboarding to ensure adequate staffing and engagement.

Qualifications

• BA/BS in Healthcare Administration, Business or related field required or equivalent experience.
• Minimum 5 years in medical clinic/hospital setting.
• Minimum 3 years supervisory/managerial experience in a regulated environment.

Responsibilities

• Improve patient experience by applying best practices and addressing feedback.
• Optimize slot utilization to maximize patient access and efficiency.
• Maintain slot quality balancing availability with patient needs.
• Ensure team availability and reduce patient wait times.
• Monitor disenrollment and improve continuity of care.
• Identify and manage orphan patients for coordinated care.
• Foster a positive center culture and staff engagement.
• Plan workforce and staff onboarding to meet demand.
• Improve teammate retention and reduce turnover.
• Perform other duties as assigned.

Skills

Relationship building

Data-driven mindset

Team development

Regulatory awareness

Problem solving

Organizational skills

MS Office proficiency

English fluency

Independent judgment

Flexibility to odd hours

Education

BA/BS in Healthcare Administration or related

Tools

Microsoft Office

Excel

Job description

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Associate Center Operations Director is responsible for center operations, including center performance, scheduling optimization, patient experience and center culture (turnover/engagement). The incumbent in this role will have primary responsibility for day-to-day center operations, including direct supervision of employees. The incumbent is accountable for ensuring the needs of the center, as well as, its physicians, clinicians, care teams, patients and visitors are met.

ESSENTIAL JOB DUTIES/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.

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to build relationships. Understands the power of relationships and fosters a culture of collaboration and mutual respect. Build strong connections with staff, patients, and external partners to enhance the overall experience.

Strong business acumen and acuity with a data driven mindset. Utilizes a data-driven approach to inform decision-making. Analyze key performance indicators and metrics to identify areas for improvement and track progress towards goals.

Team builder. Ability to develop and implement strategies to engage and develop team members. Promote a positive work environment that supports professional growth and high levels of job satisfaction.

Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures

Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations

Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects

Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives

Intermediate working knowledge of Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software

Spoken and written fluency in English

This position requires use and exercise of independent judgment

Flexible to work evening, weekends and/or holidays as needed

EDUCATION AND EXPERIENCE CRITERIA:

BA/BS degree in Healthcare Administration, Business Administration, a Biological Science program or a closely related discipline required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis required

A minimum of 5 years of related work experience in a medical clinic, hospital setting, or similar environment required

A minimum of 3 years supervisory/managerial experience in a medical clinic, hospital setting, or similarly regulated environment required

PAY RANGE:

$83,638 - $119,482 Salary The posted pay range represents the base hourly rate or base annual full-time