Multi-site General Manager - Urgent Care

Position Summary

The General Manager (GM) is the primary operational owner for an assigned portfolio of 1--5 urgent care clinics, with full accountability for day-to-day execution, staff performance, patient flow, service quality, financial results, and clinic readiness. This role is field-based and hands-on -- the GM is expected to be physically present in clinics, actively observing operations, coaching staff, resolving real-time issues, and ensuring consistent execution of NextCare standards across all assigned sites. The GM partners closely with Regional Operations leadership, Supervising Physicians, Regional Trainers, and Clinical Leadership to align workflows, staffing, and operational execution while maintaining clear accountability for clinic performance. Providers do not report to the GM clinically. The GM partners with providers on non-clinical performance, workflow, and patient experience. Any clinical performance concerns will be reviewed with the appropriate Clinical Leader.

Core Responsibilities

Operational Leadership & Clinic Execution

• Serve as the on-the-floor operational leader for assigned clinics with regular physical presence across all sites.
• Own daily clinic performance: patient flow, throughput, staffing alignment, and service standards.
• Actively monitor live operational metrics (wait times, staffing ratios, visit trends) and make real-time adjustments.
• Step in operationally as needed to relieve bottlenecks, support front or back office workflows, or stabilize clinic operations.
• Ensure clinics are continuously patient-ready: properly staffed, stocked, equipped, clean, and safe.

People Leadership, Staffing & Culture

• Lead, coach, and develop front desk and back office teams across all assigned clinic locations.
• Conduct regular 1:1s with staff and Clinic Leads (at minimum monthly).
• Onboard all new staff operationally, ensuring consistent orientation, expectations, and early engagement in close coordination with Regional Trainers.
• Connect personally with new hires during training to reinforce standards, culture, and accountability.
• Conduct in-person quarterly staff meetings at clinics to reinforce priorities, performance, and engagement.
• Foster a positive, equitable, and accountable work environment aligned with NextCare values.

Scheduling, Coverage & Real-Time Issue Management

• Work closely with Provider Schedulers to document and manage callouts, PTO, and business interruption information accurately and in real time.
• Actively coordinate with Provider Schedulers to secure same-day and after-hours coverage for staff and providers when issues arise.
• Ensure staffing plans align with volume, seasonality, and clinic needs.
• Serve as the primary operational escalation point for clinic-level disruptions.

Talent Acquisition, Performance & Accountability

• Conduct interviews and participate in hiring decisions for provider, non-provider staff, and operational roles.
• Provide operational and patient experience input into provider performance as requested by Clinical Leadership.
• Execute progressive discipline for non-clinical staff and non-clinical provider issues in partnership with HR and the Regional Manager.
• Ensure timely performance feedback, documentation, and annual evaluations for all direct reports.

Patient Experience & Service Excellence

• Own the end-to-end patient experience within assigned clinics, from arrival through discharge.
• Address patient concerns in real time when possible; escalate appropriately when needed.
• Monitor patient experience metrics (including NPS) and implement improvement actions.
• Ensure staff consistently meet NextCare service standards and behavioral expectations.

Clinical & Operational Partnership

• Partner closely with Supervising Physicians, , and Clinical Leaders to align workflows, staffing models, and patient care delivery.
• Ensure operational workflows actively support clinical quality, safety, and efficiency.
• Support onboarding and training of providers from an operational perspective.
• Participate in cross-functional problem-solving to improve clinic performance and care delivery.

Regulatory, Compliance & Risk Management

• Ensure clinics meet all regulatory, licensure, accreditation, and internal compliance requirements, including ADHS, COLA, OSHA, HIPAA, and corporate compliance programs.
• Participate in and support regulatory audits and inspections.
• Ensure accurate maintenance of patient records and confidentiality standards.
• Serve as the ADHS onsite administrator as delegated per NextCare policy (Arizona clinics).

Financial & Business Performance

• Own operational drivers of visit growth, labor productivity, cost control, and clinic profitability.
• Monitor clinic P&Ls and operational dashboards; identify and act on opportunities for improvement.
• Support annual budget planning and ongoing financial performance reviews.
• Ensure appropriate inventory levels, supply management, and cost containment practices.

Growth & Community Presence

• Lead local marketing efforts including community outreach, employer events, and brand-building activities.
• Represent NextCare professionally at community and employer events.
• Partner with Marketing and Sales teams to support visit growth and brand visibility.
• Treats patients and co-workers consistent with the NextCare Mission Statement, Vision, Values and Performance Standards.
• Performs other related duties as assigned or described in Company policy.

Required

QUALIFICATIONS

• Bachelor's degree (or equivalent experience in healthcare operations)
• Progressive leadership experience in healthcare operations
• Demonstrated experience managing multi-site or high-volume healthcare environments
• Strong operational, people leadership, and problem-solving skills
• Ability to work evenings, weekends, and be on-call as required

Preferred

• Experience in urgent care, ambulatory care, or retail health settings
• Familiarity with P&L management and operational dashboards
• Background in front office or back office clinical operations

Physical Demands And Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the essential functions of this job, the employee is occasionally required to stand; walk; sit; lift; carry; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel, crouch or crawl, talk, hear and lift and/or move up to 40 pounds.

Work Environment

While performing the essential functions of this job, the employee comes in contact with patient in a wide variety of circumstances. The employee may be exposed to unpleasant situations including accidents, injuries, illnesses, patient elements and varying or unpredictable situations.