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.
• Supports HCA by practicing and adhering to the HCA Code of Conduct, Mission and Value Statements. Works in support of HCA, PSG and Urgent Care Service Line goals and objectives.

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.