Multi-Site Manager

WellNow Urgent Care • Palatine, IL

1d • 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 a healthcare environment.
• Clinical experience preferred.
• Ability to work both independently and in a team environment.
• Strong interpersonal and communication skills.
• Ability to work effectively with a wide range of people.
• Must be detail-oriented and well organized.
• Microsoft Office experience.
• Must have reliable transportation.
• 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.

Nice To Haves

• May be required to work alternate shifts.
• May be required to float to other clinic locations.
• Will participate in weekend rotation within region as assigned by RDO.
• Travel required – approximately 50%.

Responsibilities

• Leading two sites and managing overall operations of Urgent Care facilities.
• Ensuring the WellNow mission, vision, culture, and strategy for patient care are upheld.
• Overseeing daily operations of assigned sites, including patient satisfaction, revenue, profitability, site organization, and inventory.
• Managing employee engagement, clinical team member selection, performance, and development.
• Providing expertise to ensure patients receive high-quality, efficient care.
• Identifying opportunities for improvement and executing action plans approved by the Regional Director, Operations.
• Responsible for the onboarding, training, and cross-training of all site team members to ensure adherence to policies, procedures, and standards.
• Direct reporting relationship and oversight of all site team members and activities to ensure correct and timely delivery of services.
• Communicating job expectations and conducting individual and team coaching for clinic employees.
• Ensuring the site is staffed at all times, including adequate coverage for call-offs and unscheduled absences.
• Facilitating team briefs and monthly meetings to communicate expectations.
• Monitoring patient flow to ensure efficient site operation and seeking to reduce wait times.
• Utilizing surge protocol as needed.
• Collaborating and facilitating support as needed and requested by Providers.
• Actively consulting with Providers to ensure optimal conditions for patient care delivery.
• Partnering with leadership and providers to recognize and reward the Site team and individual members for meeting goals and demonstrating company values.
• Following established scripts and protocols for patient rooming, discharge, and call-backs.
• Ensuring the office is OSHA compliant and that 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.
• Partnering with Talent Acquisition Partners to assess, select, and hire clinic team members.
• Managing the performance of the entire site team, including preparing and delivering performance reviews, conducting coaching conversations, and driving accountability through performance plans and goals.
• Connecting with Providers and clinical teams on an individual and group level.
• Gathering feedback from the clinic and escalating meaningful issues to the correct level.
• Ensuring clinics remain patient-friendly and staff are trained to treat patients with respect and friendliness.
• Addressing patient grievances related to patient experience and ensuring patient complaints are resolved successfully.
• Creating and driving a culture of compassion and respect for patients, visitors, medical staff, colleagues, and others.
• Striving for excellent patient satisfaction.
• Resolving patient and visitor issues and complaints utilizing the grievance policy and procedure.
• Identifying and following through on actions to eliminate issues.
• Following through on programs, practices, and team leadership to improve operations, staff retention, and employee engagement.
• Direct oversight of occupational medicine at the site.
• Driving and managing site metrics, including patient satisfaction, patient visits, and expenditures.
• Addressing individual or team performance deficiencies related to site metrics and holding team members accountable.
• Managing accounts receivables/bad debt for their site.
• Submitting weekly orders via approved vendor for supplies.
• Reviewing scheduling for errors, openings, or potential conflicts.
• Reviewing scheduled testing visits in EMR for conflicts or needed updates.
• Submitting, reviewing, and correcting required reporting.
• Reviewing budgeted total for office expenses.
• Providing a safe and clean facility for patients and team members.
• Participating in the development and leading the execution of UC goals and objectives with Provider Lead.
• Clearly communicating goals and objectives to employees.
• Creating a work schedule for all clinical positions.
• Ensuring adequate staffing at all times and varying staffing levels based on patient volume and efficiency standards.
• Managing employee timekeeping, attendance tracking, absence management, and approvals in a timely manner.
• Performing weekly office ordering for supplies and managing all non-centralized vendor payments.
• Tracking labor costs against the matrix to report out weekly and proactively solve for issues.
• Tracking medical and office supplies expense against budget.
• Presenting in clinics a minimum of 5 days a week, working a combination of days, nights, and weekends contingent upon site needs.
• Managing and tracking operational performance for providers, ensuring successful and timely completion of charts, and driving 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
• Free urgent care visits for you and your immediate family members
• Scrubs provided
• Opportunities for promotional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed