Multi-Site Manager

WellNow Urgent Care•New Lenox, IL

3d•Onsite

About The Position

The Multi-Site Manager leads two urgent care sites and manages their overall operations in alignment with WellNow’s mission, vision, culture, and strategy for patient care. The role oversees daily operations, patient satisfaction, revenue, profitability, 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 manager has direct oversight of site teams and activities, including staffing, onboarding, training, coaching, performance management, patient flow, patient grievances, occupational medicine, and operational performance. The role works with providers and leadership to coordinate care, meet site goals, improve patient and employee experiences, and manage expenses, scheduling, supplies, and reporting. The position requires working across clinics and traveling approximately 50%.

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 and ability to work effectively with a wide range of people.
Detail-oriented and well organized.
Microsoft Office experience.
Reliable transportation.
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 when required.
Participation in weekend rotation within the region as assigned by the Regional Director of Operations.
Travel of approximately 50%.

Nice To Haves

Clinical experience is preferred.

Responsibilities

Lead and manage the overall operations of two assigned urgent care sites.
Identify improvement opportunities and execute action plans approved by the Regional Director, Operations.
Onboard, train, and cross-train site team members on policies, procedures, practices, and standards.
Oversee site team members and activities to ensure services are delivered correctly and on time.
Communicate job expectations and coach new and tenured clinic employees individually and as a team.
Ensure adequate staffing and coverage, including responding to call-offs and creating schedules for clinical positions.
Facilitate team briefs and monthly meetings to communicate expectations.
Monitor patient flow and wait times, coordinate team efforts, and use surge protocols as needed.
Collaborate with and provide support to providers; consult with providers to support patient care delivery.
Recognize and reward teams and individuals for meeting goals and demonstrating company values.
Ensure staff follow established scripts and protocols for patient rooming, discharge, and callbacks.
Ensure OSHA compliance and follow housekeeping and preventive 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 reviews, coaching conversations, performance plans, and accountability for goals.
Gather clinic feedback and escalate meaningful issues to the appropriate level.
Maintain patient-friendly clinics and ensure staff treat patients respectfully and courteously.
Address and resolve patient grievances, complaints, and visitor issues according to policy; identify actions to prevent recurring issues.
Build a culture of compassion and respect for patients, visitors, medical staff, colleagues, and others.
Follow through on programs and leadership practices that improve operations, retention, and employee engagement.
Provide direct oversight of occupational medicine at the site.
Drive site metrics, including patient satisfaction, patient visits, and expenditures, and address performance deficiencies.
Manage accounts receivable and bad debt for assigned sites.
Submit weekly supply orders through approved vendors; manage non-centralized vendor payments.
Review schedules for errors, openings, or conflicts and review scheduled testing visits in the EMR for conflicts or updates.
Submit, review, and correct required reports and review office expense budgets.
Provide a safe and clean facility for patients and team members.
Participate in developing UC goals and objectives with the Provider Lead and lead their execution.
Clearly communicate goals and objectives to employees.
Adjust staffing levels based on patient volume and efficiency standards.
Manage timekeeping, attendance, absence tracking, and approvals promptly.
Track labor costs against the staffing matrix and report weekly to proactively address issues.
Track medical and office supply expenses against budget.
Present in clinics a minimum of five days per week, working a combination of days, nights, and weekends based on site needs.
Manage and track provider operational performance, including timely chart completion and accountability.
Travel between clinic locations as required.

Benefits

Competitive salary starting at $60K.
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.