Job Abstract

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

The Multi Site Manager is responsible for managing, overseeing and ensuring the successful administrative, financial and operational aspects of multiple sites while mentoring, training other site managers. Essentially, a Multi Site Manager is accountable for delivering a(n):

• Inviting and hospitable environment where the patient feels appreciated, comfortable, and at ease
• Exceptional experience where the patient will want to come back and refer their family and friends to the site for all their urgent care needs
• Exceptional collaboration with team to support the company’s mission
• Providing outstanding mentorship and training to newly hired site management staff

Duties and responsibilities

The primary duties and responsibilities of a Multi Site Manager may include (but not limited to):

Site Management

• Working with regional manager and executive team on multiple site projects including, but not limited to, financial analysis, new initiatives and protocol roll-outs, and site level assessments
• Acting as the point person to colleagues in the absence of the Regional Manager
• Scheduling the front desk, scribes, medical assistants, and x-ray technician for the site (clinical staff ) scheduling is not done by the managers) including operational, PTO, and Payroll hours; Assistant Site Manager will help in the scheduling process as needed
• Coordinating and ensuring the cleanliness, appearance, orderliness, and safety of site environment in partnership with the Regional Manager
• Serve on the Advisory Board to partner with various department heads throughout the organization
• Understanding at all times of how many patients have visited the site, whether there are any delays in the registration process, and what follow-up needs to be conducted after a patient is discharged
• Managing the site openings and closings for all sites within this Manager’s scope of responsibility through coordination of the site level staff
• Managing the operations of the site to including the following:
• Bank Deposits
• Patient wait time
• NPS
• Facilities management
• Patient follow up
• DOH compliance
• Monitoring patient flow, managing ongoing daily front and back office operations
• Ordering supplies and routinely testing equipment for quality assurance

Business and Patient Management

• Interacting with all major vendors, sales representatives, and other visitors to the site
• Liaising with patients to discuss any concerns regarding their visit
• Maintaining patient confidentiality in accordance to policy and procedure as well as HIPAA requirements
• Monitoring the site expense budget and keeping purchases/expenditures within PNL guidelines
• Inspecting facility on a daily basis for any structural, cosmetic or operational repairs
• Following-up with corporate departments (e.g., IT, Payroll, Aftercare, etc.) for support and escalation of operational and/or patient issues in partnership with the on site covering management
• Analyzing and reporting on various business metrics such as, but not limited to: wait times, provider patients per hour, site NPS and survey comments, Yelp reviews, etc.
• Creating action plans based on various metrics in an effort to drive change

People Management

• Managing, monitoring, coaching, developing and evaluating performance of all staff on an ongoing basis in accordance with applicable performance standards (with the exception of the doctors). (clinicians) Multi site manager will have direct management of X-Ray Techs and Scribes
• Building strong positive communication and partnerships with clinicians and regional medical leadership to work as a team to enhance the success of the practice
• Implementing, monitoring and taking corrective measures to ensure that the CityMD culture is being observed at all times, by all employees
• Ensuring all formal performance reviews of all staff (other than physicians) are completed
• Collaborating with the HR team to formalize a development plan for staff as well as managing employee relations issues such as providing employees with formal write-ups and suggestions for improvement, and administering terminations as needed
• Holding departmental meetings and on-site training sessions as needed
• Providing mentorship to new Shift Supervisors, Assistant Managers and Site Managers as appropriate

Qualifications

A candidate’s qualifications will include:

• 4-6 years of management experience (urgent care, medical practice, hospital, retail, hospitality or restaurant industries) with multiple-site responsibility preferred
• Bachelor’s Degree in Hospitality Management, Public Health, Hotel/Restaurant Management, Business or other applicable degree preferred (will consider relevant management experience in lieu of degree)
• Has an entrepreneurial spirit and takes a proactive approach to business operations
• Exceptional patient/customer service skills
• Must exhibit passion for outstanding results and compassion for those we work with and serve
• Ability to successfully multitask and manage time efficiently and effectively while paying close attention to detail
• Ability to work in a fast-paced/ever-changing environment and have the ability to affect change
• Strong computer skills (knowledge of a PC, Microsoft Office programs)
• Ability to work well in a team environment and be able to navigate through situations and tasks that are outside of straightforward policy and protocol
• Excellent leadership qualities to include exceptional communication skills both verbal and written
• Bilingual a plus

Additional Information

This job will require long shifts, weekend, closing, and opening shifts (will depend on schedule necessary at facility); may be required to take phone calls from other sites as needed

Physical requirements

The job may require, from time to time, lifting heavy objects on a regular basis, do repetitive tasks with few breaks, and require light cleaning.

Direct reports

The Multi Site Manager will be responsible for directly managing the X-Ray Technologists, Medical Assistants, Shift Supervisors, Scribes and Assistant Manager(s).

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.