Multi-Site Manager

WellNow Urgent Care•Joliet, IL

About The Position

The Multi-Site Manager leads two WellNow Urgent Care sites and manages their overall operations, ensuring alignment with the company’s mission, vision, culture, and strategy for patient care. The role oversees daily operations, including patient satisfaction, revenue, profitability, site organization and inventory, employee engagement, and the selection, performance, and development of clinical team members. The manager also provides operational expertise to support high-quality, efficient patient care. The position has direct responsibility for site team members and activities, staffing and scheduling, training and performance management, patient flow and service, operational metrics, budgets and expenses, supplies, and facility safety. It works closely with Providers, the Provider Lead, Regional Director of Operations, Talent Acquisition Partners, and other colleagues. The manager is expected to be present in clinics at least five days a week, work a combination of days, nights, and weekends based on site needs, participate in a regional weekend rotation, and travel approximately 50%.

Requirements

At least 3 years of experience in a healthcare environment.
Ability to work independently and as part of a team.
Strong interpersonal and communication skills, including the ability to work effectively with a wide range of people.
Detail-oriented and well organized.
Experience with Microsoft Office.
Reliable transportation.
Ability to travel approximately 50%.
Effective communication and interaction with employers, patients, providers, managers, and colleagues.
Ability to work a flexible schedule, including evenings and weekends.
Ability to work alternate shifts and float to other clinic locations as required.
Ability to participate in weekend rotation within the region as assigned by the RDO.

Nice To Haves

Clinical experience is preferred.

Responsibilities

Identify opportunities for improvement and execute action plans approved by the Regional Director, Operations.
Onboard, train, and cross-train site team members to ensure compliance with policies, procedures, established practices, and standards.
Oversee site team members and activities to support correct and timely delivery of services.
Communicate job expectations and coach new and tenured clinic employees individually and as a team.
Ensure sites are staffed at all times, arranging coverage for call-offs and absences and varying staffing levels based on patient volume and efficiency standards.
Facilitate team briefs and monthly meetings to communicate expectations.
Monitor patient flow and wait times, use surge protocols as needed, and support efficient care delivery.
Coordinate with site team members and consult with Providers to support high-quality care and optimal patient-care conditions.
Partner with leadership and Providers to recognize and reward teams and individuals for meeting goals and demonstrating company values.
Follow established scripts and protocols for patient rooming, discharge, and callbacks.
Ensure OSHA compliance and adherence to housekeeping and preventative equipment maintenance schedules.
Complete and oversee daily Multi Site Manager checklists and delegated tasks.
Partner with Talent Acquisition Partners to assess, select, and hire clinic team members.
Manage site-team performance, including preparing and delivering performance reviews, coaching, and accountability through performance plans and goals for direct reports.
Gather clinic feedback and escalate significant issues to the appropriate level.
Maintain patient-friendly clinics and ensure staff treat patients respectfully and courteously.
Address patient grievances and complaints using the grievance policy and procedure, resolve issues, and follow through on actions to prevent recurrence.
Lead programs and practices that improve operations, staff retention, and employee engagement, and foster a culture of compassion and respect.
Provide direct oversight of occupational medicine at the site.
Manage site metrics, including patient satisfaction, patient visits, and expenditures; address performance deficiencies and hold team members accountable.
Manage site accounts receivable and bad debt.
Submit weekly supply orders through approved vendors; review schedules for errors, openings, and conflicts; and review scheduled testing visits in the EMR for conflicts or needed updates.
Submit, review, and correct required reports, and review office expenses against budget.
Participate with the Provider Lead in developing UC goals and objectives and lead their execution; communicate goals and objectives to employees.
Create schedules for clinical positions and manage timekeeping, attendance tracking, absence management, and approvals in a timely manner.
Track labor costs against the staffing matrix and report weekly to proactively address issues; track medical and office supply expenses against budget.
Make weekly office supply orders and manage non-centralized vendor payments.
Manage and track provider operational performance, including timely chart completion and accountability.
Work in clinics at least five days a week, including a combination of days, nights, and weekends as required by site needs, and participate in the regional weekend rotation.