Manage the daily operations for assigned Urgent Care centers to ensure superior patient and team member experience. Ensure that physical space, resources (such as supplies and equipment), and direct care team are in top form so that centers are open for business each day as planned. Serve as operations resource for pre- and post- appointment interactions/services. Innovate solutions and take actions that directly contribute to visit volume growth, high patient satisfaction, and a highly engaged workforce. Work is performed under general direction. Direct report to the Senior Operations Manager.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

• Lead and oversee management of assigned center Medical Assistants, Radiology Technologists and Center Leads. Work closely with center leads to conduct daily care operations in each center. Take a lead role in validating team member competence and/or course correcting team member caregiving and other performance gaps. Proactively tap into resources such as Learning & Development team, Center Support team (e.g., Compliance, Risk, IT, HR, Finance, Billing, etc.), and Medical/Operations Directors.
• Work closely with the Senior Manager of Operations, the Senior Director of Operations, and the Chief Medical Officer on strategic priorities for the business, participate in scheduling and staffing assigned centers. Work with leadership to support scheduling and staffing, including full cross-training. Participate in Operations Manager "On-Call" coverage rotation, which includes some evenings and weekends.
• Ensure that assigned centers are fully functioning, clean, and well-organized to meet operational needs. Regularly inspect centers and follow through with Facilities team to address concerns and gaps. Proactively address equipment and physical space issues with vendors, maintenance crew, and center team members.
• Oversee supply inventory to ensure resources are appropriately stocked to manage fluctuating volumes. Assist with managing supply cost reduction initiatives to ensure team members operate with good stewardship to minimize waste and over/under stocking of resources.
• Establish key performance indicators and reporting to evaluate team performance to ensure goals and objectives are being met.
• Identify and resolve operational and performance gaps and obstacles; recommend/implement changes and improvements.
• Manage expenses and budgets. Proactively identify opportunities to improve financial efficiency and reduce expenses.
• Ensure compliance with all applicable regulatory and accreditation standards.
• Participate in collecting and analyzing patient feedback from formal surveys such as NPS reputation management vendors. Respond to and proactively resolve patient complaints by addressing patient concerns promptly, using Heart Behaviors and available service recovery tools. Participate in tracking and trending operations improvements to enhance the patient experience.
• Participate in and contribute to the planning, development, implementation and integration of team member engagement and patient experience activities, embedding our core values, mission, vision and goals into center operations and team member behaviors at the front line.
• Work with team member to interpret patient experience feedback and work collaboratively to implement actions to improve patient care and experience.
• Work with Center Leads to enhance their understanding and use of patient experience reports, tools and resources at the front line. Act as key "Culture Captain' ensure that communication and messaging work to enrich, explain and support safety, quality, and patient experience goals and outcomes.
• Participate in implementing and cascading communication strategies and listening programs for both patients and team members , providing feedback and sharing best practices across the organization. Use rewards and recognition tools and resources to motivate and appreciate team member and team performance.
• Participate in preparation of performance evaluations and other forms of regular performance feedback, and participates in leadership development opportunities for center leads and preceptors to enhance their performance. Participate in developing an enterprise-wide pipeline of future market and leadership talent.
• Communicate and assist team members in adhering to policies, standard operating procedures, and company directives at the front line, and prepare documentation for coaching and corrective action. Support and coach team members to embody our heart behaviors and deliver against the mission to ensure consistently positive patient experiences in alignment with objectives, standards, established policies and procedures, safety, environmental and infection control standards. Take appropriate proactive steps to correct gaps and deficits.
• Participate in community marketing and business development opportunities.
• Work on-site within the centers regularly; routinely perform site-visits to all supervised centers on a weekly or bi-weekly basis in order to provide support, staff engagement, and regulatory oversight.
• Foster a culture of collaboration, problem solving, innovation, continuous learning, and a one team mindset.
• Mentor staff in both technical and soft skills to craft a team of highly competent, consistent, thoughtful, and customer-centric financial experts.
• Evaluate staff effectiveness and develop/implement training programs to improve performance.
• Perform managerial functions including hiring, discipline, training and development, and preparing performance reviews in accordance with UMMS policies and procedures.
• Perform other duties as assigned.