Area Manager

This position is incentive eligible.

About the Role

Plans, directs, organizes and takes ownership of the daily operations of assigned group of clinics, usually 3-5 locations. Demonstrates excellence in customer service. Ensures the clinic is safe, efficient and achieves clinic goals. Leads by example.

Responsibilities

• Practices and adheres to the Urgent Care Services Mission and Value Statements.
• Treats patients, visitors, medical staff, colleagues and others with compassion and respect.
• Strives for excellent patient satisfaction scores.
• Places an emphasis on patient quality, convenience and customer service.
• Supervises clinic managers.
• Oversees the orientation, training and cross training of leadership and clinic staff to ensure that all HCA, PSG and Urgent Care Service Line policies, established practices and standards are followed.
• Participates in the development and leads the execution of area and clinic goals and objectives in support of HCA, PSG and Urgent Care Service Line goals and objectives.
• Clearly communicates goals and objectives to subordinate leaders and staff.
• Supervises leadership and staff in accordance with Healthy Work Environment standards.
• Prepares and inputs employee status changes in HRIS (Lawson).
• Follows company policy for employee timekeeping, attendance tracking and absence management.
• Participates in all ordinary functions of management including interviewing and selection of leaders and clinic staff, disciplinary actions and performance evaluations.
• Pursues opportunities for personal and professional growth.
• Provides Leadership Development opportunities for subordinate leaders.
• Identifies and mentors potential candidates for promotional opportunities.
• Addresses individual or team performance deficiencies.
• Handles patient and visitor issues and complaints.
• Provides feedback and follow-up training to employees.
• Recognizes good performance.
• Implements programs, practices and leads teams designed to improve operations, staff retention and employee engagement.
• Ensures that clinic leadership creates a work schedule for all clinic positions including APPs based on clinic needs.
• Ensures adequate staffing at all times. Varies staffing levels as indicated by patient volume and efficiency standards.
• May be required to work alternate shifts and may be required to float to other clinic locations.
• May be required to work in a leadership or staff position to fill open shifts.
• Is on call for clinic operations 24/7 unless responsibility is assumed by others during periods of approved absence.
• Participates in weekend call rotation.
• Monitors patient flow at assigned clinics to ensure clinic is operating efficiently at all times.
• Works with all clinic staff to ensure efforts are coordinated and that patients receive high quality care and services.
• Monitors wait times and seeks to reduce wait times as much as possible.
• Acts on information provided by Web Check-In and other technology as available.
• Ensures that patients and visitors are kept informed of clinic progress.
• Keeps assigned clinic environments clean, orderly and in compliance with company policy and accrediting standards.
• Ensures completion of daily efficiency reports and that assigned clinic efficiencies are within guidelines.
• Allocates resources, including staffing, across assigned clinics as needed.
• Creates a physician-driven culture.
• Provides support as needed and requested to providers.
• Actively consults with providers to ensure optimal conditions in the provision of patient care.
• Oversees all assigned clinic leadership and staff activities to ensure the correct and timely provision of all services.
• Follows company established scripts and protocols including Patient Triage and Patient Call Backs.
• Has a working knowledge of all supervised positions and is capable of filling in as needed contingent on license and certification capability.
• May fill in as Center Manager on a temporary basis as needed.
• Facilitates and ensures the upkeep of interior and exterior areas, signage and overall assigned clinic appearance.
• Oversees and maintains key control and alarm codes for assigned areas and clinics.
• Works with company-selected vendors (cleaning, maintenance, equipment repair, etc.) to ensure contracted services are performed as expected.
• Ensures all cash management procedures are followed.
• Ensures the occupational client’s preference card at each clinic is followed and occupational procedures are adhered to.
• Works with Marketing to update and manage Work Form.
• Regularly communicates with primary accounts to ensure we are meeting the employer's needs.
• Attends regular staff meetings at assigned clinics and ensures that clinic leadership and staff are kept informed of and documents review of information, policies, practices, memos and expectations.
• Provides clinic leadership and staff with appropriate feedback, support and recognition.
• Works closely with the Director of Operations, Clinic Managers, Medical Staff, Front Desk Supervisor, UC Service Line staff and clinic staff to maintain smooth operations and high customer satisfaction.
• Maintains confidentiality of patient, employee and proprietary business information.
• Understands and follows all company policies and practices regarding HIPAA. Monitors employees to ensure compliance.
• Maintains an awareness and working knowledge of required and available reports, resources, systems, deadlines, data sources and other necessary information.
• Understands and follows company Compliance Program policies and procedures. Regularly reminds employees of program elements and importance.
• Actively participates in the CQI Program and encourages participation of others. Seeks employee suggestions and involvement.
• Timely completes and maintains required certifications and mandatory training.
• Follows all company policies pertaining to infection control and hand hygiene. Sets the example for employees.
• Follows OSHA regulations and all company policies pertaining to a safe and secure environment for patients and staff.
• Ensures required emergency drills are conducted.
• Ensures all Home Office Requests, medical records, information requests and filing are completed timely and routed appropriately from assigned clinics.
• Is supportive of company-sponsored community activities and marketing programs.
• Works with Marketing to correctly implement and maintain marketing programs.
• Ensures that all assigned clinics are opened and closed timely and according to established policy and procedure.
• Ensures all incident occurrence reports are appropriately documented and handled timely.
• Prepares for and successfully completes clinic audits, reviews and surveys. Ensures clinic leadership and staff compliance and active support.
• Attends all required management meetings and training in-services.
• Reviews the ordering, repair and correct use office equipment. Reviews the ordering of supplies and medication. Ensures the proper disposal of supplies.
• Performs routine office functions including copying, faxing, scanning, mailing, sorting and filing of patient and clinic materials as appropriate.
• Within 3 months of employment or promotion, must obtain and maintain Federal Breath Alcohol Screening Certification and Federal Drug Screening Certification.
• Within 30 days of employment or promotion, must obtain and maintain state license (if required by the state) for Office Laboratory Assistant.
• Other required training includes: Annual Customer Service Training and Audio.
• Performs other duties as required.
• Supports HCA by practicing and adhering to the HCA Code of Conduct, Mission and Value Statements.

Requirements

• 3+ years of experience in a Medical Office Setting required.
• 3+ years of experience in the supervision of staff preferred.
• BLS certification within 30 days of start required.
• Office lab assistant license if required by state.
• RN, LPN, MA, NCT, RT or other applicable clinical license preferred.

Qualifications

Bachelor’s Degree preferred.

Benefits

CareNow offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Note: Eligibility for benefits may vary by location.