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.
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.
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.