Maine Urgent Care Manager

Maine Urgent Care


Day shift


The Manager of Maine Urgent Care oversees the daily activities of front office, back office, ancillary staff, and provider team.  The Manager schedules team and works collaboratively with the Medical Director to ensure appropriate staffing levels are maintained. The Manager supports the operations, policies, and initiatives of the urgent care and promotes the organization's mission to provide exceptional healthcare in a safe and trustful environment.   The Manager assists in the development and implementation of the strategic plan and guides team to understand and support the mission and vision of CMHC. The Manager is available during evening and weekend hours to support clinic operations.  This position will work with Medical Director in promoting a team environment that supports customer service and high clinical standards. The Manager is both patient and results focused; ensuring patient needs and fiscally responsible operational goals are met.   The Manager practices in accordance with CMH'S Policies and Procedures and follows UCA operational guidelines.   
1. Serves as the champion of the patient experience 
2. Engages patients utilizing exceptional customer service practices in alignment with the 
Five Must Haves; 
i. Greet people with a smile, friendly eye contact and say hello
ii. Take people where they are going, rather than point or give directions
iii. Use key words at key times.  "Is there anything else I can do for you?"
iv. Foster an attitude of gratitude
v. Round with reason and purpose
3. Coordinates, oversees, and assures the smooth operations and workflows of the urgent care:
Maintains throughput and access to services
Monitors patient volume to ensure volume budgets and goals are achieved
Develops and  maintains relationships with local Emergency Departments, coordinates redirect guidelines to their facilities
Partners with local/county and private EMS services for proper redirect and transfer processes
Designs and supports disaster preparedness and response protocols at the community level in partnership with health system Emergency Management following FEMA guidelines

4. Promotes a service oriented team approach to the services and work environment of the urgent care:
Organizes, coordinates, and delegates work, ensuring the clinic operations run in an efficient and effective manner
Maintains skill in back office and front office roles so as to provide back up for these positions as directed by licensure and scope of practice
Develops and implements procedures and protocols related to front office and back office processes
Researches and resolves issues and concerns regarding office operations, functions, and related matters
Promotes and maintains effective communication among urgent care team,  providers,  and partners
Demonstrates exceptional customer service at all times
Addresses client concerns promptly using customer-service approach and service recovery if needed
5. Oversees staff by providing direction and guidance to maintain a team environment through training, recognition, evaluation, and in-service education:
Schedules team and coordinates time off requests, i.e. vacation and leaves, and coordinates replacement team as needed 
Observes and appraises team performance to assure competency meets urgent care center standards
6. Coordinates with the Medical Director to assess the effectiveness of the team, to include physicians, APS, MA's, RT's, and ancillary teams or partners: 
Develops department team through ongoing education, on-the-job training, and evaluations
Acts as a resource to the team, resolving issues, and providing feedback as needed
Assures compliance with health system's affirmative action goals and policies
Counsels team on performance as required and effectively recommends employees for transfers, promotions, demotions, training and termination
Participates in progressive guidance and disciplinary action as needed, assuring all matters are handled in accordance with applicable policy and procedures
7. Maintains established policies and procedures including safety, environmental, and infection control standards
8. Ensures the clinic meets regulatory and internal standards and participates in regulatory audits and inspections
9. Participation in the development tracking and reporting of urgent care specific quality improvement plan in conjunction with Medical Director
10. Participates in community marketing of  Maine Urgent Care
Collaborates with community providers and clinics, offering marketing materials, explaining services being offered that can support their practices and patient populations
11. Collaborates with other Clinic Managers in the effective identification and resolution of office practice issues
Participates in rotating weekend call for all Maine Urgent Care Clinics with other UCC Managers
Accepts evening call to resolve issues during operating hours of the facility
12. Participates in the financial performance of the clinic
Provides input  into the annual budget process and monthly review of financial report
Responsible for meeting year end flex budgets and labor targets for expenses and FTE's
Oversees clinic office purchases of supplies and equipment, controlling and reducing expenses 
Oversees staffing plan utilizing flex budget to increase or decrease staffing levels as needed
13. Participates in special projects in collaboration with staff, acting as project lead as needed
Implements operational plans to meet strategic, financial and clinical goals
Performs research and analysis on special projects as assigned
14. Maintains professional growth and development through seminars, workshops, and organization offered programs 
15. Maintains reliable attendance by adhering to hospital system Attendance and Punctuality Policy and Procedure standards Contributes to the success of the organization by meeting organizational competency expectations and core values (respect, integrity, stewardship, excellence, collaboration and kindness), continuously learning, and by performing other duties as needed or assigned
16. Upholds MUC and CMH Policies and Procedures
17. Upholds Urgent Care Association (UCA) regulatory requirements
1. BSN or Master's Degree in Nursing preferred
2. Current State Nursing Licensure in the state of Maine required
3. Experience in patient care services in a progressive leadership role preferred
4. Five years nursing experience required
5.   Five years of experience, preferably in urgent Care or other retail health care setting
6.   Minimum of three years of experience in a leadership role preferred
1. Experience in physician/medical setting procedures
2. Excellent skills in the use of personal computers and related systems and software
3. Experience working both independently and in a team environment
4. Demonstrate reliability and accountability to team members and patients
5. Knowledge of CPT-4 and ICD-10-CM coding
6. Knowledge of Occupational Health Services
7. Proven ability to meet operational goals and objectives
8. Skill in directing the work of others and delegating assignments