Center Manager I

About Exer

Exer’s mission is “creating convenient access to ER doctors in an affordable and caring environment.” Exer can take care of about 80% of the procedures being handled in the ER today at a fraction of the price and in a much more comfortable setting with shorter wait times. Our first core value is “Patient Centered” care and this is what Exer is all about. We want to transform the urgent care space and be a role model to other sectors of healthcare. We are passionate about creating a better healthcare experience, starting with our Medical Assistants who are usually the first point of contact with our patients.

About the Role

The Center Manager I assists in the supervision and execution of all daily activities of a center to ensure optimal level of operations and customer satisfaction according to Exer policies, practices, and procedures.

Responsibilities

• Leadership and Management
  • Oversees and manages assigned clinic (may assist managing another clinic on a temporary basis).
  • Responsible for interviewing, hiring, training, and mentoring teammates as appropriate.
  • Creates and manages the monthly clinic schedule, approves daily punches in the payroll system, and identifies attendance performance issues such as unauthorized overtime or meal break violations.
  • Handles call-outs and ensures the clinic is appropriately staffed at all times, collaborating with other managers as needed.
  • Develops agendas and conducts general staff meetings and daily huddles to communicate goals, align staff, and enforce compliance with company policies and standards.
  • Motivates and leads the team to achieve goals in a team-oriented and positive environment.
  • Collaborates with regional and corporate teams to operate centers effectively and efficiently.
  • Effectively manages the budget.
  • Follows and upholds the Employee Handbook and all other guidelines, including Customer Service Guidelines, Dress Code Guidelines, Core Values, HIPAA, and other business/compliance standards.
• Patient Interaction/Customer Service
  • Provides exceptional and proactive customer service through active interactions and leading by example.
  • Resolves customer service issues in a positive and timely manner according to company policies.
  • Welcomes all patients according to customer service standards, ensuring all touchpoints (in person, via email, or phone) are handled appropriately.
  • Ensures patients receive excellent customer service, interacting with them to confirm they feel informed, understood, and that their needs are met or concerns addressed promptly.
  • Manages the appointment or virtual queue system to optimize patient flow, avoid lengthy wait times, and maintain a strong daily census while maximizing capacity.
• Operations
  • Manages the day-to-day operation of the center, including filling in for employee breaks/tasks where needed and maintaining all checklist items with a focus on safety and cleanliness. (May assist with MA or MA/XRT functions if clinically trained and certified.)
  • Responsible for maintaining accurate EMR records for patients.
  • Directly responsible for the appropriate and timely billing of all services.
  • Manages cash deposit procedures.
  • Oversees supply orders and services based on inventory and business needs, working effectively with vendors.
  • Maintains the clinic in clean, working condition, identifies facilities improvements, and oversees repairs (or assists with major capital expenditure improvements).
• Marketing
  • Knowledgeable about Exer’s products/programs and competitive offerings to actively promote clinics.
  • Establishes external relationships and partnerships within the community.
  • Develops community events and conducts grassroots marketing efforts to raise awareness and drive traffic to clinics.
• Additional Duties
  • Performs other duties as required to help the company meet its goals.

Requirements

• Must be patient-focused and able to deliver Exer’s high level of customer service at all times in a professional, courteous, sensitive, and positive manner.
• Self-starter with a flexible schedule and strong work ethic to manage a clinic open 363 days/year for 12 hours/day; must be willing to work some nights and weekends to oversee all activities.
• Ability to multi-task and function in a fast-paced environment, often with changing priorities based on patient, business, and management needs.
• Ability to be an effective leader, leading by example, motivating the team, and staying calm in all situations, including with customers or employees who may become upset.
• Dependable and accountable with a strong sense of urgency.
• Excellent interpersonal and communication skills.
• Strong analytical skills and attention to detail.
• Comfortable with computers and effective at learning and using necessary software (e.g., Microsoft Suite, email, Google Documents, ADP).
• Knowledge of HIPAA, OSHA, and other state and federal requirements preferred.
• Experience with Codonix and VIPA computer applications preferred.

Qualifications

• Bachelor’s degree in business or a related discipline or equivalent experience preferred but not required.
• 1-3 years of successful experience in a leadership role interacting with staff, preferably in healthcare and/or retail environments.

Supervision

This position supervises all clinic staff personnel (Front Desk, Medical Assistants, X-ray Techs, and Nurses) and serves as the clinic liaison with Medical Providers, Operations management, the training team, the corporate team, and external vendors. Responsibilities include assisting with hiring, training, and mentoring employees. Reporting structures may change based on business needs or growth.

Working Conditions

• Must maintain a clean, healthful, and professional appearance at all times.
• Center-based role requiring work in a clinical setting with moderate noise levels and potential exposure to infectious diseases and blood-borne pathogens.
• Requires travel to other centers; ability to stand and sit for 4 hours at a time, use hands to finger, handle, or reach; some bending and stooping; and ability to bend, lift, and carry up to 25 lbs.
• Access to confidential and sensitive information requires ongoing discretion and secure information management.
• Must be able to hear, speak, and write effectively in English.