Director of Operations- WI Market

Overview

The Director of Operations (DO) builds teams focused on service delivery, driving key business metrics, clinician support and growing core business. The DO is responsible for implementation of strategy and maintaining internal and external relationships across the markets ensuring superb patient care, satisfaction, and employer experience. The DO is also accountable for operational management of all sites (centers and on-sites) within area of responsibility as well as 100% G&A with 80% of the time spent at sites.

Responsibilities

• Ensures execution on core business model across markets and service lines.
• Monitors key metrics to achieve patient consistency: % MS Referred, Visits per Case, % Therapy SDE, % Seen, PI's, LOS, NPER, TAT, and NPS.
• Ensures staffing optimization and holds staff accountable to impact workflow and patient experience for all disciplines and sites.
• Assists Center Operations Directors and Associate Director Operations in assessing center processes and workflows to continuously improve the patient experience.
• Ensures clinician ability to focus on patient care and outcomes. Accountable for supporting and driving clinician recruiting, clinician W2W (90-day schedule), all credentialing, FTE spreadsheet, salary analysis, and contract labor.
• Meet NPER/NPS targets.
• Works collaboratively with clinical and therapy to ensure appropriate support and workflows to foster caring environment for treatment.
• Maintains and leverages relationships with employers, payers, referral sources, networks, local communities, etc. to drive market growth.
• Resolves/addresses all customer and center issues within 48-72 hours.
• Mentors and coaches operations leaders regarding business metrics, patient/client satisfaction, center management, etc.
• Develops colleague success through all aspects of the talent life cycle for operations within the region including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning.
• Fosters an environment of collaboration, professionalism, patient/colleague safety, quality care, continuous improvement and reward and recognition.
• Leads and promotes collaboration across multiple disciplines and teams to achieve clinical and business outcomes.
• Develops and executes action plans to address gaps in financial performance and growth across service lines to achieve the annual business plan.
• Plans and executes strategies and business processes within market.
• Monitors and manages appropriate key business and clinical metrics: GRV, EBITDA, efficiencies, PI, cost per encounter, coding and documentation and other metrics as determined by senior leadership.
• Reviews key indicator reports - IOS, suspense, DOT, ops dashboard, etc. to take action in order to achieve annual business plan. P&L ownership and financial responsibility for market level budget and all metrics.

Qualifications

Education Level: Bachelor's Degree. Degree must be from an accredited college or university.

Job-Related Experience

• Three or more years of direct management experience
• Five or more years Operations management experience
• Healthcare experience preferred
• Multi-site management

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 mentality and a focus on achieving all aspects of defined service standards
• Excellent telephone and personal etiquette
• Warm, positive, energetic demeanor
• Effective oral and written communication skills
• Tactful and diplomatic communication style
• Outstanding professional demeanor
• Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management
• Effective performance assessment skills
• Continued focus on self-development
• Proficient in computer applications such as Word and Excel
• Strong organizational skills
• Ability to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervision
• Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively
• Ability to resolve colleague, client and patient issues in an effective and timely manner.