Medical Center Manager

Concentra; Baltimore (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

Concentra in Baltimore is seeking an experienced operations leader to join our patient care team. You will play a key role in delivering exceptional care while coordinating clinicians, staff, and center operations.

You will drive service quality, manage metrics, and maintain strong relationships with clients and payers. A focus on compliance, scheduling, training, and a patient-first mindset is essential for success at this fast-paced center.

Qualifications

• Bachelor's degree or equivalent experience and leadership background.
• Some college courses or equivalent education and experience.
• 3+ years of work leadership or operations management experience.
• Prior healthcare or customer service experience preferred.

Responsibilities

• Spends 80% of their time performing patient facilitation, ensuring exceptional experience.
• Support day-to-day execution of the medical model by collaborating with clinicians.
• Coordinate scheduling with clinical leadership for efficient patient care.
• Create a professional, collaborative environment promoting teamwork and safety.
• Manage center metrics and hold staff accountable on key indicators.
• Identify gaps and drive process improvements for optimal care.
• Ensure compliance with state regulations and center standards.
• Develop talent and succession plans for center staff.

Skills

Service Mindset

Attention to Detail

Sense of Urgency

Initiative

Flexibility

Customer Service

HIPAA/PHI confidentiality

Education

Bachelor's degree preferred

Some college courses or equivalent experience

Job description

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.

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 mentali