Director, Center

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.

ESSENTIAL JOB FUNCTIONS:
This is a customer-service and leadership-focused position working directly with patients and their families, insurance representatives, doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients.
Primary Duties and Responsibilities

• Provide extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members) at all times.
• Monitor office communication and performance to ensure that front desk, referrals and medical assistant teams operate in an efficient, accurate and customer-focused manner.
• Work with Team Leaders to conduct performance evaluations of all team members and complete any required disciplinary actions.
• Monitor the number of patients and wait time to ensure proper flow of patients from check-in through appointment to check-out.
• Address / resolve any customer-service or team member issues.
• Ensure accuracy of all incoming and outgoing information including supplies, invoices, billing requests, and patient records.
• Work closely with the Sales and Marketing department in developing strategies to increase and retain membership.

Other responsibilities may include:

• Conduct tours for prospective patients and ensure New Patient paperwork is completed and in chart.
• Work with doctors in meeting set up, writing letters to/for patients.
• Review reports to ensure target metrics are achieved and processes are being followed.
• Ensure co-pays are compliantly collected and cash is reconciled and deposited.
• Conduct walk through 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, etc.
• Conduct trainings and refreshers regarding Medicare and HIPAA compliance, ensure annual OSHA trainings occur and employees have all required certifications current in their files.
• Monitor transportation and housekeeping activities.
• Monitor / alter team member work schedules, including approval of overtime or vacations.
• Work closely with the Management Team and Administrators in relation to strategic business planning.

KNOWLEDGE, SKILLS AND ABILITIES:

• Skill in operating phones, personal computer, software and other IT systems.
• Skill in oral communication (English required).
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
• Ability to pay close attention to detail and to ensure accuracy of reports and data.

• Ability to manage multiple processes and work effectively with other team members.
• Fluent in English.

EDUCATION / SPECIALIZED KNOWLEDGE REQUIREMENTS:

• Knowledge of ChenMed Medical products, services, standards, policies and procedures.
• Three (3) to five (5) years in related field.

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma with a minimum of 10 years’ related internal and/or external work experience in same or similar service industry required, preferable healthcare or hospitality; OR

• Associate degree with a minimum of 7 years’ related internal and/or external work experience in same or similar service industry required, preferable healthcare or hospitality; OR

• BA/BS degree in Business Administration, Hospitality, Healthcare Administration or a related discipline with a minimum of 5 years’ related internal and/or external work experience in same or similar service industry required, preferable healthcare or hospitality

• MBA, MHA, MPA or a Master’s degree in a related discipline preferred

• FOR INTERNAL CANDIDATES, the above plus:
• o    A minimum of 1 full year of internal, ChenMed experience as a Center Manager/Director in Training (CMiT/CDiT) or Center Operations Manager (COM) required
• o    Demonstrated knowledge and proficiency in working with ChenMed center level Income Statements, Medical products, services, standards, policies and procedures
• FOR EXTERNAL CANDIDATES, the above plus:
• o    A minimum of 5 years’ progressive supervisory/managerial experience required
• o A minimum of 3 years’ Income Statement management experience required