Cottage Health
Santa Barbara, CA, USA
The Site Manager directly oversees and mentors the Clinical
Concierge and urgent care Nurse Practitioner, is responsible for the operations
of modern urgent care sites, ensures and maintains operational efforts within
the guidelines, policies, and procedures of the modern urgent care model. The
Site Manager is responsible for the day-to-day management and oversight of 2 to
3 urgent care sites including scheduling of resources, process and equipment
excellence, tidiness and appearance of facilities, patient experience, Key
Performance Indicators adherence and outcome success, and management and
retention of team members. In collaboration with division leadership,
establishes and maintains outcomes that meet modern urgent care model standards
and key performance indicators. The Site Manager has primary focus on the
urgent care sites under their supervision as well as all aspects of financial,
operational, brand, facility, and integration performance. Works in dyad model
with the Nurse Practitioners and reports to the Director, Urgent Care Operations.
MAJOR
ACCOUNTABILITIES
Monitors,
manages, and organizes team, responsibilities, and resources to achieve success
in all areas of the urgent care site including strategic, operational,
financial, clinical, deployment, integration, and brand goals.
In
collaboration with team members and leadership, builds an urgent care site
culture of quality and safety, operational efficiency, customer experience
excellence, brand promotion and immersion, and comprehensive integration
through standardization, relationship building, management of resources, and
outcomes monitoring.
Monitors and
manages teams and resources to strengthen and maintain modern urgent care
operational model including quality of care, scope of service, scope of
practice, inventory formularies, customer experience, and brand immersion.
Mentors and coaches Clinical Concierge to achieve goals for improvement in all
areas.
Monitors key
performance indicators (door-to-door times, Net Promoter Scores, patients per
provider per hour, financial metrics, clinical metrics) and develops and
activates action plans to address areas for improvement. Maintains financial
accountability by reviewing monthly variance reports and implements action
plans.
Participates
with and makes recommendations to senior leadership to make decisions that
affect the strategic direction, operational model, brand, and quality patient
care within the enterprise operation.
Manages
Clinical Concierge including selection, training, mentorship, education,
scheduling, time off coordination and management, and discipline. Assists in
the management of Nurse Practitioners including scheduling, time off
coordination, and discipline.
Utilizes division leadership to assess the effectiveness, through-put, and
patient experience within the urgent care site and implements provided
feedback.
Maintains
technical skills to provide support and expertise including patient
registration, patient financial responsibilities (point of service
collections), and referral process.
QUALIFICATIONS
Bachelor’s
Degree
Three (3) years
of management experience in an urgent care or related service. Experience as front
office staff in a medical office setting, including: scheduling, billing, and
insurance reimbursement. Experience in a clinical role.
