Center Operations Director

Overview

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 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.

• Seniority Level: Director
• Employment Type:
  
  Part‑time
• Job Function:
  Management and Manufacturing
• Industries:
  Hospitals and Health Care

• Spends 80% of time performing patient facilitation, ensuring exceptional experience, leading by example, and holding staff accountable to service delivery standards.
• Supports day‑to‑day execution of the medical model by collaborating with and supporting clinicians to drive optimal clinical outcomes and case closure.
• Works with clinicians to support staff competency regarding all patient care needs.
• Creates a professional and collaborative workplace that promotes teamwork, quality, and patient safety.
• Manages 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.
• Works with leadership to identify gaps and implement process improvements to ensure optimal patient care.
• Ensures compliance with state regulations; reports and facility/equipment meets standards for optimal patient care.
• Coordinates scheduling to ensure efficient clinical support and exceptional patient experience.
• Monitors center status, provides wait‑time communication, performs patient management, and provides service package expectations.
• Coordinates and prepares materials for Center Leadership Team (CLT) meetings to improve quality, patient safety, and outlier management.
• Maintains and cultivates relationships with center clients and payers, responding to requests within 24 hours.
• Works with DO, ADO, and CLT to manage clinical and support staffing levels and proficiencies.
• Develops colleague success through all aspects of the talent life cycle: recruiting, hiring, onboarding, mentoring, engagement, retention, performance management, and succession planning.
• Drives consistent center communication for optimal patient/customer care and business outcomes.
• Accounts for center financial drivers and reviews key indicator reports to achieve annual business plan.
• Maintains accountability for implementing and maintaining center initiatives and workflows.

• 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: one year of college equals one year of work experience and vice versa.

• At least three or more years of work leadership or operations management experience.
• Prior healthcare experience and/or customer service–related experience preferred.

• Concentra
  
  Core Competencies:
  
  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, tact and professionalism.
• Proper handling of sensitive and confidential information (HIPAA, PHI) in accordance with federal and state laws.
• Strong service mentality and focus on defined service standards.
• Excellent telephone and personal etiquette.
• Warm, positive, energetic, professional demeanor.
• Effective…