About This Role
Leading and managing all center support staff and overseeing the daily operations of the medical facility is the core of this role. The Center Operations Director ensures an optimal level of care and customer service, coordinating center activities, managing patient flow, and supporting medical and therapy providers in patient care delivery. Daily interaction with colleagues and patients is required through hands-on center activity including patient registration, check-out, and patient care.
Responsibilities
- Spend 80% of their time performing patient facilitation, ensuring every patient and client is provided with an exceptional experience, leading by example, and holding 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 hold 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
