Urgent Care Assistant Vice President of Operations

This position is incentive eligible.

About the role

HCA Healthcare is one of the nation’s leading providers of healthcare services, comprising over 180 hospitals and about 2,000 sites of care in 21 states and the United Kingdom. We are looking for an Assistant Vice President of Urgent Care Operations for our Atlantic Group, where excellence creates excellence. Urgent Care Practice Operation Leadership experience is required.

Benefits

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

• Comprehensive medical coverage that covers many common services at no cost or for a low copay, including prescription drug and behavioral health coverage, free telemedicine services, and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, and long-term care coverage.
• Moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service).
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family-building benefits with Progyny and adoption assistance.
• Referral services for child, elder, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity and Consumer Discounts.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Note: Eligibility for benefits may vary by location.

Responsibilities

• Practices and adheres to the HCA Code of Conduct, Mission, and Value Statements.
• Treats patients, visitors, medical staff, colleagues, and others with compassion and respect.
• Strives for Top Box patient satisfaction scores across assigned markets.
• Supervises Directors of Operations, Market Managers, and other assigned leaders and staff.
• Oversees the orientation, training, and cross-training of leadership and staff to ensure compliance with HCA, PSG, and Urgent Care Service Line policies, practices, and standards.
• Participates in the development and leads the execution of assigned market and clinic goals, objectives, and key initiatives in support of HCA, PSG, and Urgent Care Service Line goals.
• Presents Monthly Operations Report to UCSL Leadership.
• Communicates goals and objectives clearly to subordinate leaders and staff.
• Builds a competitively superior organization by attracting, developing, and retaining leader and staff talent.
• Supervises leadership and staff in accordance with Healthy Work Environment standards.
• Ensures assigned markets follow company policies for employee timekeeping, attendance tracking, absence management, and HRIS (Lawson) administration.
• Participates in all ordinary functions of management, including interviewing, selection, disciplinary actions, and performance evaluations of Market Leaders and other assigned leaders and staff.
• Pursues opportunities for personal and professional growth and provides leadership development opportunities for subordinate leaders.
• Identifies and mentors potential candidates for promotional opportunities.
• Addresses individual or team performance deficiencies within assigned markets.
• Ensures market leadership handles patient and visitor issues and complaints, providing feedback and follow-up training to subordinate leaders.
• Recognizes good performance and implements programs and practices to improve operations, staff retention, and employee engagement.
• Ensures market leadership creates work schedules for all clinic positions, including Mid-Levels, based on clinic needs and varies staffing levels as indicated by patient volume and efficiency standards.
• Has overall 24/7 responsibility for operations in assigned markets and may be required to assume direct operations management as needed. Must be physically present in assigned markets on a regular basis with extensive travel of 40%-60% required.
• Monitors patient flow in assigned markets to ensure clinics operate efficiently, coordinating efforts to provide high-quality care and services.
• Monitors wait time trends and seeks to reduce wait times, keeping patients and visitors informed of clinic progress.
• Ensures assigned markets and clinic environments are clean, orderly, and compliant with company policy and accrediting standards.
• Monitors efficiency reports and trends to ensure assigned market and clinic efficiencies are within guidelines, allocating resources as needed.
• Creates a physician-driven culture, providing support to providers and consulting with them to ensure alignment of goals and optimal conditions in patient care.
• Interviews prospective physicians to determine organizational fit.
• Oversees all assigned market leadership and operations to ensure the correct and timely provision of services, including following company-established scripts and protocols.
• Monitors the physical appearance of clinics in assigned markets, ensuring upkeep of interior and exterior, signage, and overall clinic appearance.
• Recommends plans for refurbishment of existing clinics and participates in the development of de novo clinics according to the company strategic plan.
• May assist with the due diligence of new market acquisitions and works with HCA Divisions to ensure the success of new markets and clinics.
• Monitors working relationships between company-selected vendors (cleaning, maintenance, equipment repair, etc.) and market leadership to ensure contracted services are performed as expected.
• Plans and provides for business continuity in case of disruption of services.
• Ensures all financial policies and procedures, including cash management procedures, are followed.
• Works with Service Line Marketing and market leadership to acquire new Occupational Medicine clients and manage services provided to existing clients.
• Communicates with major and national accounts to ensure employer needs are met.
• Attends market Leadership Meetings as needed and ensures market leadership and staff are informed of policies, practices, memos, and expectations.
• Provides market leadership and staff with appropriate feedback, support, and recognition.
• Works closely with UC Service Line Leadership, Market Leaders, and Medical Staff to maintain smooth operations and high customer satisfaction.
• Drives effective cross-functional relationships between markets and Service Line staff functions and builds strong working relationships with HCA Division Leadership.
• Identifies and maintains strategic alliances outside the organization to create business opportunities and execute business strategies.
• Maintains confidentiality of patient, employee, and proprietary business information and understands and follows all company policies and practices regarding HIPAA.
• Monitors operations to ensure compliance and maintains awareness of required reports, resources, deadlines, and data sources/systems.
• Understands and follows company Compliance Program policies and procedures, continually enforcing program elements.
• Demonstrates professional and personal integrity in decision-making and management approach.
• Actively participates in the CQI Program and encourages participation of others, seeking leader and staff suggestions.
• Completes and maintains mandatory training, including Compliance training, in a timely manner.
• Follows company policies in assigned markets pertaining to infection control, hand hygiene, OSHA regulations, and a safe and secure environment for patients and staff.
• Ensures required emergency drills are conducted and all Home Office Requests, medical records, information requests, and filing are completed timely in all markets.
• Supports company-sponsored community activities and marketing programs in each assigned market, working with Service Line Marketing to implement and maintain marketing programs.
• Ensures all clinics in assigned markets are opened and closed timely according to established policy and procedure.
• Follows all company policies relating to occurrence management and conducts investigations as necessary.
• Oversees the preparation and successful completion of market and clinic audits, reviews, and surveys.
• Attends all required service line meetings and training in-services.
• Responsible for the management and disposition of market and clinic assets, including equipment and supplies.
• Performs routine office functions as necessary and other duties as required.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 5+ years of management experience providing healthcare services in urgent care or a related setting.
• 3+ years of management experience in a multi-site setting.

About the team

CareNow delivers quality, convenient, patient-centered urgent care with unparalleled service. We are in more than 100 urgent care clinics around the United States. We are committed to staffing our clinics with the most qualified and experienced providers. Our providers are dedicated to improving lives and leading the charge in urgent care medicine. Our physician-guided focus provides extensive resources and support to our growing CareNow® physician team. Our doctors and medical staff are trained in family practice, emergency medicine, or internal medicine. We offer a wide range of primary and urgent care services for the entire family. CareNow is an affiliate of HCA Healthcare, which has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times.