Director of Operations
Location: Los Angeles
Posted on: November 23, 2021
Overview: Concentra is the nation's largest provider of
workplace health services, and we proudly own and operate 500+
outpatient clinics across the United States, offering Occupational
Medicine, Urgent Care, Physical Therapy and Advanced Specialist
services. Our driving purpose is to provide a superb patient and
employer experience by delivering the highest quality healthcare in
an efficient, affordable, caring manner - one patient at a
The Director, Operations builds teams focused on service delivery,
driving key business metrics, clinician support and growing core
business. Also, responsible for implementation of strategy and
maintaining internal and external relationships across the markets.
Ensures superb patient care, satisfaction, and employer experience.
Accountable for operational management of all sites (centers and
on-sites) within area of responsibility. 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
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 work flows to
continuously improve the patient experience.
Ensures clinician ability to focus on patient care and outcomes.
Accountable for supporting and driving the following (with
clinician leader approval): 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 work flows to foster caring environment for
Maintains and leverages relationships (to include stewardship and
client meetings) with employers, payers, referral sources,
networks, local communities, etc. to drive market growth.
Resolves/addresses (if resolution not available) 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
Plans and executes strategies and business processes within
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
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.
Other duties as assigned. Duties, responsibilities and activities
may change at any time with or without notice
Qualifications Bachelor's degree or equivalent experience and
education in business administration or related field from an
In lieu of an undergraduate degree, the ratio is 1:1 meaning one
year of college is equal to one year of directly related experience
and vice versa
Customarily has at least three or more years of direct management
Customarily has at least five or more years Operations management
Healthcare experience preferred
The position requires an employee to travel to carry out the
business of the company, as such access to and/or reliable
transportation is required. The employee will adhere to the
company's Motor Vehicle Safety Policy and may be reimbursed (e.g.,
mileage) in accordance with company policies.
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
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
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.
Work is performed in a clinical office/field environment
Moderate travel (may include overnight) up to 25%
Involves frequent telephone and in-person contact with clients,
staff, vendors, consultants, and Management. Requires the ability
to work in a demanding environment, to work a flexible schedule and
to effectively resolve conflicts as they arise.
While performing the duties of this job, the employee is regularly
required to sit, walk, and stand. Occasional lifting up to 20
pounds. Corrected or normal vision is required in the performance
of tasks inherent to office work. Requires moderate typing skills
and manual dexterity to operate a keyboard, calculator, telephone,
copier, and such other office equipment as necessary. It is
necessary to view and type on computer screens for variable periods
Additional Data We offer full medical, dental, and vision
insurance, in addition to matching 401K, paid time off, holiday
time off, and colleague referral bonus program. Outstanding
benefits and salary compliment your work/life balance.
Are you ready to make Concentra your final career destination? We
look forward to working with you very soon.
Concentra is an Equal Opportunity Employer, including
Keywords: Concentra, Los Angeles , Director of Operations, Executive , Los Angeles, California
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