Atlanta Market Center Operations Director

Overview

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 Director, Center directs and administers the day-to-day operations of a medical center. The incumbent is responsible for the overall performance of the operational, economical, sales and people-related center level goals. He/She partners closely with the center’s clinical leadership to ensure patient care, service and clinical metrics, goals and objectives meet and/or exceed expectations.

The Director, Center is an individual who has a strong desire to serve others. The incumbent must be equally comfortable greeting patients, engaging with PCPs to further the Chen Med Way, leading a diverse staff, growing a business and owning a profit and loss budget.

• Owns and operates an average annual budget in excess of $20M for a medical center; staffing up to 30 employees and regularly servicing an average of less than 12,000 patients per year.
• Leads growth strategy for center around membership growth and community outreach.
• Leads people, coordinates and inspires the team and achieves results under challenging circumstances.
• Works comfortably with financial statements and financial concepts in a service organization.
• Provides extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members).
• Monitors office communication and performance to ensure front desk, referrals and care promoter teams operate efficiently, accurately and in a customer-focused manner.
• Collaborates with team leaders to conduct performance evaluations and complete any required disciplinary actions.
• Attends all growth-related events.
• Monitors patient volume and wait times to ensure proper flow from check-in through appointment to check-out.
• Addresses and resolves all customer-service or team member issues.
• Ensures accuracy of all incoming and outgoing information including supplies, invoices, billing requests and patient records.
• Works in partnership with Sales and Marketing COE to develop strategies to increase and retain membership.
• Applies frugality and creativity in problem solving for operational challenges, seeking to improve people, process and systems before increasing costs and complexity.
• Utilizes business acumen to understand the business and drive significant new patient growth in the center.
• Collaborates with the Leadership Team and Administrators in relation to strategic business planning.
• Demonstrates ownership in driving center success across people, finance, service, growth and outcomes.
• Maintains awareness of the competitive healthcare environment; drives sales and ensures Chen Med’s level of service exceeds other healthcare providers.
• Performs other duties as assigned and modified at manager’s discretion.

• Conducts tours for prospective patients and ensures New Patient paperwork is completed and in chart.
• Works with PCPs to assist with scheduling meetings with patients and/or writing letters for patients.
• Reviews reports to ensure target metrics are achieved and processes are followed.
• Ensures co-pays are compliantly collected and cash is reconciled and deposited.
• Conducts walk-throughs of the Center to ensure a clean and safe environment, including spot checks of back office for expired medications, proper biohazard waste and medicine disposal.
• Conducts trainings and refreshers regarding Medicare and HIPAA compliance, ensures annual OSHA trainings occur and employees have required certifications on file.
• Monitors transportation and housekeeping activities.
• Monitors and/or adjusts team member work schedules, including approval of overtime or vacations.

• Drives Results:
  Consistently achieves results, even under tough circumstances.
• Communicates Effectively:
  Develops and delivers multi-mode communications that convey a clear…