Director of Episodic Operations

Job Id
Job Location
Addison, TX
Employment Type
Full Time Regular
Health Care

The Director of Operations – Episodic Events, focuses on managing a team and building relationships across the organization to stand up and service our customers and patients through onsite episodic events. Also, responsible for building relationships with our customers to more deeply integrate into their organization to service their unique needs. Ensures superb patient care, satisfaction, and employer experience is attained during these events. Accountable for operational leadership and/or facilitation of that operational leadership of all episodic sites performed nationally. 

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  • Develop and execute workflows, SOPs, and applicable policies that are related to the relaunch of Concentra’s episodic business unit and services
  • Ensure seamless execution of episodic onsite business model across all Concentra markets and service lines
  • Monitor performance and customer feedback to ensure service excellence across all events
  • Work with episodic team to ensure staffing optimization and holds staff accountable to deliver on an efficient workflow and exceptional patient experience for all disciplines and events.
  • Assist Concentra Center and Director leadership with execution of events within their markets.
  • Work collaboratively with Concentra Clinical leadership to ensure appropriate workflows for episodic services
  • Maintain and leverage relationships (to include stewardship and client meetings) with employers, payers, referral sources, networks, local communities, etc. to drive episodic event opportunities
  • Resolve/address (if resolution not available) all customer issues within 48-72 hours
  • Mentor episodic team on achieving business metrics, patient/client satisfaction goals, efficient episodic event management, and more business unit performance indicators
  • Develop 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, (including contract labor colleagues)
  • Foster strong relationship with recruiting team and contract labor vendors to ensure the best hiring choices are being made for episodic events
  • Fosters an environment of collaboration, professionalism, patient/colleague safety, quality care, continuous improvement, and reward and recognition of effort
  • Lead and promote collaboration across multiple disciplines and teams to achieve clinical and business outcomes
  • Develop and execute action plans to address gaps in financial performance and growth across service lines to achieve defined annual business goals
  • Plan and execute business unit growth strategies
  • Monitors and manage appropriate key business and clinical metrics: labor pricing, overall even pricing, facility EBITDA, cost allocation, event satisfaction, and other metrics as determined by senior leadership
  • Review/develop key indicator reports to achieve annual business plan; P&L ownership and financial responsibility for episodic level budget and associated metrics
  • Other duties as assigned; duties, responsibilities and activities may change at any time with or without notice
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  • Bachelor’s degree or equivalent experience and education in business administration or related field from an accredited college/university
  • 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 experience
  • Customarily has at least five or more years operations management experience
  • Health care experience preferred
  • Multi-site, Onsite, or Episodic event management 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
  • Possess Concentra’s 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, local, and company (Concentra and client) policies
  • Strong service mentality and a focus on achieving all aspects of defined service standards
  • Excellent telephone and personal etiquette skills
  • 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



  • Work is performed in a clinical office/field environment
  • Significant travel (may include overnight) up to 60%
  • 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 to 25 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 of time.

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Employee Benefits

  • 401(k) Retirement Plan with Employer Match
  • Medical, Vision, Prescription, Telehealth, & Dental Plans
  • Life & Disability Insurance
  • Paid Time Off
  • Colleague Referral Bonus Program
  • Tuition Reimbursement
  • Commuter Benefits
  • Dependent Care Spending Account
  • Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.


*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*


Concentra is an Equal Opportunity Employer, including disability/veterans 

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