Center Manager | Dedicated Senior Medical Center
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Center Manager

  • R0006191
  • Palm Beach, Florida — Riviera Beach
  • January 30, 2019

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Job Description
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.
  • ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Owns and operates an average budget in excess of $25M.
    • Leads people, coordinates and inspires the team and achieves results under challenging circumstances. 
    • Works comfortably with financial statements, and financial concepts, in a service organization. 
    • Provides extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members).
    • Monitors office communication and performance to ensure that front desk, referrals and care promoter teams operate in an efficient, accurate and customer-focused manner.
    • Collaborates with team leaders to conduct performance evaluations of team members and complete any required disciplinary actions.
    • Monitors the number of patients and wait times to ensure proper flow of patients from check-in through appointment to check-out.
    • Addresses and resolves all customer-service or team member issues.
    • Ensures accuracy of all incoming and outgoing information including supplies, invoices, billing requests and patient records.
    • Works in partnership with the Sales and Marketing COE in developing strategies to increase and retain membership.
    • Applies a bias towards frugality and creativity when it comes to problem solving for operational challenges, seeking to improve people, process and systems resolutions before increasing costs and complexity.
    • Utilizes a keen sense of business acumen that assists with understanding our business, appreciating the various operating levers to utilize for success and driving significant new patient growth in their center. 
    • Demonstrates an astute sense of ownership; the successful Center Manager will drive success of the center from all dimensions – people, finance, service, growth and outcomes, as if they owned the organization. 
    • Maintains an awareness of the competitive healthcare environment; actively drive sales and ensures that ChenMed et.al’s level of service exceeds all other healthcare providers.
    • Performs other duties as assigned and modified at manager’s discretion.

    Other responsibilities may include:

    • Conducts tours for prospective patients and ensures New Patient paperwork is completed and in chart.
    • Works with PCPs to assist with scheduling meetings with patients and/or writing letters to/for patients.
    • Reviews reports to ensure target metrics are achieved and processes are being followed.
    • Ensures co-pays are compliantly collected and cash is reconciled and deposited.
    • Conducts 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.
    • Conducts trainings and refreshers regarding Medicare and HIPAA compliance, ensures annual OSHA trainings occur and employees have all required certifications current in their files.
    • Monitors transportation and housekeeping activities.
    • Monitors and/or alters team member work schedules, including approval of overtime or vacations.
    • Collaborates with the Leadership Team and Administrators in relation to strategic business planning.

    Competencies:

    • Drives Results: Consistently achieves results, even under tough circumstances.
    • Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
    • Builds Effective Teams: Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.
    • Situational Adaptability:  Effectively building formal and informal relationship networks inside and outside the organization.
    • Customer Focus:  Building strong customer-centric relationships and delivering customer-centric solutions.
    • Demonstrates Self-awareness:  Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
    • Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals.
    • Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions.

    KNOWLEDGE, SKILLS AND ABILITIES:

    • The experience, skills and abilities commensurate with managing an entity that exceeds $25M in revenue. 
    • Ability to learn with an openness and curiosity about the ChenMed Way and willingness to adapt to our innovative approach to improving health outcomes. 
    • Strong track record of taking on new assignments and quickly mastering new ways of accomplishing goals.
    • Exceptional written, verbal and interpersonal communication skills.
    • Ability to effectively communicate with employees, patients and other individuals in a professional and courteous manner.
    • Exceptionally detail-oriented with a high degree of objectivity and analytical skills to ensure accuracy of reports and data.
    • Ability to manage multiple projects and processes and work effectively with other team members.
    • Proficient in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.
    • Ability and willingness to travel locally, regionally and nationwide up to 20% of the time.
    • Spoken and written fluency in English.
    • This position requires use and exercise of independent judgment.
Additional Job Description

  • EDUCATION AND EXPERIENCE CRITERIA:

    • High school diploma with a minimum of 12 years’ related internal and/or external work experience in same or similar service industry, preferable healthcare or hospitality; OR

    • Associate degree with a minimum of 10 years’ related internal and/or external work experience in same or similar service industry, preferable healthcare or hospitality; OR
    • Bachelor’s degree in Business Administration, Hospitality, Healthcare Administration or a related discipline with a minimum of 7 years’ related internal and/or external work experience in same or similar service industry, preferable healthcare or hospitality.
    • FOR EXTERNAL CANDIDATES the above plus: A minimum of 5 years’ progressive supervisory/managerial experience required. A minimum of 3 years’ Income Statement management experience required.
    • FOR INTERNAL CANDIDATES the above plus:A minimum of 3 years’ INTERNAL supervisory/managerial experience required. Demonstrated knowledge and proficiency in working with ChenMed center level Income Statements, Medical products, services, standards, policies and procedures.
    • Master’s degree in Business Administration, Healthcare Administration or related discipline preferred.

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