Patient Experience & Healthcare Center Director

Concentra; Centennial (CO); On-site; USD 90,000 - 120,000; Full time

Job summary

Concentra in Centennial, CO seeks a Center Operations Director to lead center performance and patient care. You will oversee daily operations, staffing, and patient flow, collaborating with clinicians to deliver high-quality experiences and outstanding service.

You will drive process improvements, ensure regulatory compliance, monitor key metrics, and develop staff to meet service standards while maintaining a patient-centric environment that supports growth and excellence.

Qualifications

• Leadership experience in healthcare operations and staff management.
• Experience ensuring compliance with healthcare regulations and quality standards.
• Proven ability to improve patient experience and center performance.

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

Skills

Service mindset

Attention to detail

Sense of urgency

Initiative

Flexibility

Customer service

HIPAA knowledge

Education

Bachelor's degree preferred

Some college coursework from accredited college or university or equivalent education and experience

Job description

Concentra in Centennial, CO seeks a Center Operations Director to lead center performance and patient care. You will oversee daily operations, staffing, and patient flow, collaborating with clinicians to deliver high-quality experiences and outstanding service.

You will drive process improvements, ensure regulatory compliance, monitor key metrics, and develop staff to meet service standards while maintaining a patient-centric environment that supports growth and excellence.