Multi-Site Manager

WellNow•Town of Glenville, NY

4d•Hybrid

About The Position

The Multi-Site Manager position is responsible for leading two sites and managing the overall operations of Urgent Care facilities. This role ensures the WellNow mission, vision, culture, and strategy for patient care are upheld. Responsibilities include overseeing daily operations, patient satisfaction, revenue, profitability, site organization, inventory, employee engagement, and the selection, performance, and development of the clinical team. The Multi-Site Manager also provides expertise to ensure high-quality, efficient patient care.

Requirements

3+ years of experience in 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 flexible schedule including evenings and weekends as most of our clinics are open 7 days a week from 7am-11pm.

Responsibilities

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 provider 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, clinical teams both on an individual level and in groups.
Gathers feedback from the clinic and escalates meaningful issues to the correct level.
Responsible for clinics remaining in patient-friendly condition ensuring staff are trained to treat patients with respect and friendliness.
Addresses 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.
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 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.
Performs weekly office ordering for supplies and manages all non-centralized vendor payments.
Tracks labor costs against the matrix to report out on a weekly basis to proactively solve for issues.
Tracks 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.
Manages and tracks operational performance for providers ensuring successful and timely completion of charts and drives accountability with timely performance.

Benefits

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