Multi-Site Manager

WellNow•Town of Clifton Park, NY

About The Position

The Multi-Site Manager leads two WellNow Urgent Care sites and manages their overall operations, ensuring alignment with the organization’s mission, vision, culture, and strategy for patient care. The role oversees daily operations, including patient satisfaction, revenue and profitability, site organization and inventory, employee engagement, and the selection, performance, and development of clinical team members. The manager also provides expertise to support high-quality, efficient patient care. The manager oversees site team members and activities, staffing, training, patient flow, service quality, operational metrics, schedules, expenses, supplies, and facility safety. The position requires a presence in clinics at least five days per week, working a combination of days, nights, and weekends based on site needs. Travel is approximately 50%; alternate shifts and floating to other clinic locations may also be required.

Requirements

At least 3 years of experience in a healthcare environment.
Ability to work independently and in a team environment.
Strong interpersonal and communication skills, with the ability to work effectively with a wide range of people.
Detail-oriented and well organized.
Experience with Microsoft Office.
Reliable transportation.
Effective communication and interaction with employers, patients, providers, managers, and other colleagues.
Ability to work a flexible schedule, including evenings and weekends; clinics are generally open seven days a week from 7 a.m. to 11 p.m.
Ability to travel approximately 50%.

Nice To Haves

Clinical experience is preferred.

Responsibilities

Lead the daily operations of two assigned urgent care sites, including patient satisfaction, revenue, profitability, organization, inventory, and employee engagement.
Identify operational improvement opportunities and execute action plans approved by the Regional Director, Operations.
Onboard, train, and cross-train site team members to ensure adherence to policies, procedures, practices, and standards.
Oversee site team members and activities to ensure timely and correct delivery of services.
Communicate job expectations and coach new and tenured clinic employees individually and as teams.
Ensure adequate site staffing, including coverage when employees call off or cannot work scheduled shifts; create schedules for clinical positions and adjust staffing to patient volume and efficiency standards.
Facilitate team briefs and monthly meetings to communicate expectations.
Monitor patient flow and wait times, support coordinated care, and use surge protocols as needed.
Collaborate with and provide support to providers; consult with providers to support optimal patient care.
Recognize and reward site teams and individuals for meeting goals and demonstrating behaviors consistent with company values.
Ensure established scripts and protocols are followed, including patient rooming, discharge, and callbacks.
Ensure OSHA compliance, housekeeping, and preventative equipment maintenance schedules are followed; provide a safe and clean facility.
Complete and oversee daily Multi Site Manager checklists, including tasks to do and delegate.
Partner with Talent Acquisition Partners to assess, select, and hire clinic team members.
Manage site team performance, including performance reviews, coaching conversations, performance plans, and accountability for direct reports.
Gather clinic feedback and escalate meaningful issues to the appropriate level.
Maintain patient-friendly clinics and ensure staff treat patients respectfully and cordially.
Address patient grievances and complaints using applicable policies and procedures, and follow through on actions to resolve issues and prevent recurrence.
Drive a culture of compassion and respect for patients, visitors, medical staff, colleagues, and others; support patient satisfaction, staff retention, and employee engagement.
Provide direct oversight of occupational medicine at the site.
Manage site metrics, including patient satisfaction, patient visits, expenditures, and team performance deficiencies.
Manage accounts receivable and bad debt for the site.
Submit weekly supply orders through approved vendors; review schedules for errors, openings, or conflicts and scheduled testing visits in the EMR for conflicts or necessary updates.
Submit, review, and correct required reports, and review the budgeted total for office expenses.
Partner with the Provider Lead to develop and execute urgent care goals and objectives, and communicate them to employees.
Manage timekeeping, attendance tracking, absence management, and approvals in a timely manner.
Track labor costs against the matrix and report weekly to address issues proactively; track medical and office supply expenses against budget.
Manage and track provider operational performance to ensure timely completion of charts and accountability.
Work in clinics at least five days per week, including a combination of days, nights, and weekends according to site needs; participate in regional weekend rotation as assigned.
Travel approximately 50% and, as needed, work alternate shifts or float to other clinic locations.

Benefits

Competitive salary starting at $60,000.
Parental leave.
Continuing education opportunities.
Medical benefits, including vision coverage, FSA/HSA options, and prescription drug coverage.
401(k) plan with company match.
Free urgent care visits for the employee and immediate family members.
Scrubs provided.
Promotional growth opportunities.
Monthly performance- and productivity-based bonus.
Annual license renewal reimbursement.