Multi-Site Manager

Job Description

Job Description

WellNow Urgent Care Multi-Site Manager position is responsible for leading two sites, managing the overall operations of Urgent Care facilities, ensuring the WellNow mission, vision, culture, and strategy for taking care of patients. They are responsible for the daily operations of their assigned sites, including patient satisfaction, revenue, profitability, site organization and inventory, employee engagement, clinical team member selection, performance, and development. The Multi-Site Manager also provides expertise to ensure all patients receive high-quality, efficient care.

Salary:  

• Starting at $60K

At WellNow Urgent Care you’ll enjoy:  

• Competitive salary  
• Parental leave 
• Continuing education opportunities 
• Medical benefits, including vision coverage, FSA/HSA options, and prescription drug coverage 
• 401(k) plan with a company match for your future financial security 
• Free urgent care visits for you and your immediate family members 
• Scrubs provided to ensure a professional and comfortable work environment 
• Opportunities for promotional growth as we continue to expand our presence 
• Monthly bonus based on your performance and productivity 
• Annual License renewal reimbursement 

Essential Job Functions:

Quality Care and Patient Safety:

• Identifies opportunities for improvement and executes action plans approved by the Regional Director, Operations.
• Responsible for the onboarding, training and cross-training of all site team members to ensure that all policies, procedures, established practices, and standards are followed and adhered to.
• Direct reporting relationship and responsibility for the oversight of all site team members and activities to ensure the correct and timely delivery of all services.
• Communicates job expectations and conducts individual and team coaching for new and tenured clinic employees.
• Responsible for ensuring the site is staffed at all times. Must ensure adequate coverage for site staff when call-off and unable to work scheduled shifts.
• Facilitates team briefs and monthly meetings to communicate expectations to all team members in a timely manner.
• Monitors patient flow to ensure the site is operating efficiently at all times. Works with all site team members to ensure efforts are coordinated and that patients receive high-quality care and services.
• Monitors wait times and seeks to reduce wait times by supporting the teams to expedite patient flow as much as possible. Utilizes surge protocol as needed.
• Collaborates and facilitates support as needed and requested by Providers.
• Actively consults with Providers to ensure optimal conditions in the delivery of patient care.
• Partners with leadership and providers to actively recognize and reward the Site team and individual Site team members for meeting goals and demonstrating behaviors consistent with the company’s mission, vision, and values.
• Follows established scripts and protocols including patient rooming, discharge, and call backs.
• Ensures the office is OSHA compliant and housekeeping and preventative equipment maintenance schedules are followed.
• Accountable for completion and oversight of ‘Multi Site Manager Checklists” To Do " and To Delegate” on a daily basis.
• Responsible for partnering with the Talent Acquisition Partners to assess, select, and hire clinic team members.
• Responsible for managing the performance of the entire site team including preparing and delivering performance reviews; having coaching conversations when needed; and driving accountability through performance plans and goals for direct reports.
• Ability to connect with both Providers and clinical teams both on an individual level and in groups.

Patient Service:

• Gather feedback from the clinic and escalate meaningful issues to the correct level.
• Responsible for ensuring clinics remain in a patient-friendly condition, ensuring staff are trained to treat patients with respect and friendliness.
• Addressing patient grievances related to patient experience in the clinics ensuring
• Patient complaints are resolved in a successful manner.
• Responsible for creating and driving a culture for patients, visitors, medical staff, colleagues, and others with compassion and respect.
• Strives for excellent patient satisfaction.
• Resolves patient and visitor issues and complaints utilizing the grievance policy and procedure.
• Identifies and follows through on actions to eliminate those issues.
• Follows through on programs, practices, and team leadership to improve operations, staff retention, and employee engagement.
• Direct oversight of occupational medicine at site.

Efficiency Measures:

• Responsible for driving and managing site metrics, including patient satisfaction, patient visits, and expenditures.
• Addresses individual or team performance deficiencies related to site metrics, holding team members accountable.
• Manages accounts receivables/bad debt for their site.
• Submits weekly orders via approved vendor for supplies, reviews scheduling for any errors, openings, or potential conflicts, and reviews scheduled testing visits in EMR for any conflicts or needed updates.
• Submits, reviews, and corrects any required reporting, and reviews budgeted total for office expenses.
• Provides a safe and clean facility for our patients to receive care and team members to work.
• Ensures the office is OSHA compliant and housekeeping and preventative equipment maintenance schedules are followed.
• Participates in the development and leads the execution of UC goals and objectives with the Provider Lead.
• Clearly communicates goals and objectives to employees.
• Creates a work schedule for all clinical positions. Ensures adequate staffing at all times.
• Varies staffing levels as indicated by patient volume and efficiency standards.
• Manages employee timekeeping, attendance tracking, absence management, and approvals in a timely manner.
• Committed to the specialty of Urgent Care, with a focus on serving our communities with quick, convenient and quality care with continued clinical and patient experience training.
• Perform weekly office ordering for supplies and manage all non-centralized vendor payments.
• Track labor costs against the matrix to report out on a weekly basis to proactively solve for issues.
• Track medical and office supplies expense against budget.
• Expected to present in clinics a minimum of 5 days a week, working a combination of days, nights, and weekends, contingent upon site needs.
• Manage and track operational performance for providers, ensuring successful and timely completion of charts and driving accountability with timely performance.

Minimum Qualifications:

• 3+ years of experience in a healthcare environment and clinical experience preferred.
• May be required to work alternate shifts and may be required to float to other clinic locations.
• Will participate in weekend rotation within region as assigned by RDO.
• Ability to work both independently and in a team environment.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of people.
• Must be detail-oriented and well organized.
• Microsoft Office experience.
• Must have reliable transportation.
• Travel required – approximately 50%.
• Effective communication and interaction with employers, patients, providers, managers, and other colleagues.
• Ability to work a flexible schedule, including evenings and weekends as most of our clinics are open 7 days a week from 7 am-11 pm.

WellNow is an EOE