Center Manager I

About the role

The Center Manager I reports to the Center Manager II or Regional Operations Director and oversees the daily operations of a clinic to ensure optimal levels of operations and customer satisfaction according to Exer policies, practices, and procedures.

Major duties and responsibilities

• Leadership and Management:

  • Oversees and manages assigned clinic (may assist managing another clinic on a temporary basis)
  • Interviews, hires, trains, and mentors teammates as appropriate
  • Develops agenda and conducts general staff meetings and daily huddles to communicate goals, align staff, and enforce compliance and all company policies/standards
  • Motivates and leads 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 budget
  • Fulfills all Employee Handbook and other guidelines including but not limited to: Customer Service Guidelines, Dress Code Guidelines, Core Values, HIPAA, and all other business/compliance standards

• Patient Interaction/Customer Service:

  • Provides exceptional and proactive customer service through active interactions and leading by example
  • Resolves any customer service issues in a positive and timely manner and per company policies
  • Welcomes all patients according to our customer service standards; makes sure all touchpoints (in person, via email or via phone) are handled appropriately
  • Affirms patients receive excellent customer service; interacts with patients to make sure they feel informed, understood, and that their needs have been met or concerns addressed in as timely a manner as possible (in person, by phone and/or by email)
  • Manages appointment or virtual queue system to assist with best flow of patients to avoid lengthy wait times while delivering strong daily census, identifying opportunities to maximize capacity

• Operations:

  • Manages the day-to-day operation of the center including but not limited to filling in for employee breaks/tasks where needed and maintaining all checklist items with a keen focus on safety and cleanliness (May only assist with MA or MA/XRT functions if they clinically trained and have all applicable training/licenses/certifications)
  • Responsible for maintaining accurate EMR records for patients
  • Directly responsible for the appropriate and timely billing of all services
  • Manages cash deposit procedures
  • Manages supply orders and services per inventory/business needs; effectively working with vendors to deliver as per agreement
  • Maintains clinic in clean, working condition and identifies any facilities improvements and overseeing all repairs (or assist with major cap ex improvements)

• Marketing:

  • Be knowledgeable about our products/programs, competitive products/programs to actively promote our clinics
  • Establish external relationships/partnerships within the community. Develop community events and conduct grassroots marketing efforts to raise awareness and drive traffic to clinics

Job-related skills/competencies

• Must be patient-focused and can deliver company's high level of customer service at all times in a professional, courteous, sensitive, and positive manner
• Self-starter who also has a flexible schedule and strong work ethic to manage a clinic that is 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 given needs of patients, business, and management
• Effective leader, leading by example, motivating team, and staying calm at all times, acting/speaking appropriately with customers and employees who may become angry or raise their voices
• Dependable and accountable with strong sense of urgency
• Excellent interpersonal and communication skills
• Strong analytical skills and attention to details
• Comfortable with computers and effective at learning and using the necessary software products (i.e. Microsoft suite, email, Google documents, ADP, etc.)
• Knowledge of HIPAA, OSHA and other State and Federal requirements preferred. Experience with Codonix and VIPA computer applications preferred

Education/credentials

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

Supervision

This position supervises all clinic staff personnel (Front Desk, Medical Assistants, Xray Techs, and Nurses) and is the clinic liaison with Medical Providers, Ops management, training team, corporate team, and external vendors. They are responsible for assisting with hiring, training, and mentoring employees. Company may change reporting structures based on business needs or growth.

Working conditions/physical requirements

• Must maintain a clean, healthful, and professional appearance at all times
• Center Based: Requires working in a clinical setting. The noise level is moderate and there is a potential for exposure to infectious diseases and blood-borne pathogens. Also requires travel to other centers; the ability to stand and sit for 4 hours at a time, use hands to finger, handle, reach; some bending and stooping; ability to bend, lift and carry up to 25 lbs
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Must be able to hear, speak, and write effectively in English