Urgent Care Operations Manager
University of Maryland Medical System

Job Description
Manage the daily operations for assigned Urgent Care centers to ensure superior patient and team member experience. Ensure that physical space, resources (such as supplies and equipment), and direct care team are in top form so that centers are open for business each day as planned. Serve as operations resource for pre- and post- appointment interactions/services. Innovate solutions and take actions that directly contribute to visit volume growth, high patient satisfaction, and a highly engaged workforce. Work is performed under general direction. Direct report to the Senior Operations Manager.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

• Lead and oversee management of assigned center Medical Assistants, Radiology Technologists and Center Leads. Work closely with center leads to conduct daily care operations in each center. Take a lead role in validating team member competence and/or course correcting team member caregiving and other performance gaps. Proactively tap into resources such as Learning & Development team, Center Support team (e.g., Compliance, Risk, IT, HR, Finance, Billing, etc.), and Medical/Operations Directors.
• Work closely with the Senior Manager of Operations, the Senior Director of Operations, and the Chief Medical Officer on strategic priorities for the business, participate in scheduling and staffing assigned centers. Work with leadership to support scheduling and staffing, including full cross-training. Participate in Operations Manager "On-Call" coverage rotation, which includes some evenings and weekends.
• Ensure that assigned centers are fully functioning, clean, and well-organized to meet operational needs. Regularly inspect centers and follow through with Facilities team to address concerns and gaps. Proactively address equipment and physical space issues with vendors, maintenance crew, and center team members.
• Oversee supply inventory to ensure resources are appropriately stocked to manage fluctuating volumes. Assist with managing supply cost reduction initiatives to ensure team members operate with good stewardship to minimize waste and over/under stocking of resources.
• Establish key performance indicators and reporting to evaluate team performance to ensure goals and objectives are being met.
• Identify and resolve operational and performance gaps and obstacles; recommend/implement changes and improvements.
• Manage expenses and budgets. Proactively identify opportunities to improve financial efficiency and reduce expenses.
• Ensure compliance with all applicable regulatory and accreditation standards.
• Participate in collecting and analyzing patient feedback from formal surveys such as NPS reputation management vendors. Respond to and proactively resolve patient complaints by addressing patient concerns promptly, using Heart Behaviors and available service recovery tools. Participate in tracking and trending operations improvements to enhance the patient experience.
• Participate in and contribute to the planning, development, implementation and integration of team member engagement and patient experience activities, embedding our core values, mission, vision and goals into center operations and team member behaviors at the front line.
• Work with team member to interpret patient experience feedback and work collaboratively to implement actions to improve patient care and experience.
• Work with Center Leads to enhance their understanding and use of patient experience reports, tools and resources at the front line. Act as key "Culture Captain' ensure that communication and messaging work to enrich, explain and support safety, quality, and patient experience goals and outcomes.
• Participate in implementing and cascading communication strategies and listening programs for both patients and team members , providing feedback and sharing best practices across the organization. Use rewards and recognition tools and resources to motivate and appreciate team member and team performance.
• Participate in preparation of performance evaluations and other forms of regular performance feedback, and participates in leadership development opportunities for center leads and preceptors to enhance their performance. Participate in developing an enterprise-wide pipeline of future market and leadership talent.
• Communicate and assist team members in adhering to policies, standard operating procedures, and company directives at the front line, and prepare documentation for coaching and corrective action. Support and coach team members to embody our heart behaviors and deliver against the mission to ensure consistently positive patient experiences in alignment with objectives, standards, established policies and procedures, safety, environmental and infection control standards. Take appropriate proactive steps to correct gaps and deficits.
• Participate in community marketing and business development opportunities.
• Work on-site within the centers regularly; routinely perform site-visits to all supervised centers on a weekly or bi-weekly basis in order to provide support, staff engagement, and regulatory oversight.
• Foster a culture of collaboration, problem solving, innovation, continuous learning, and a one team mindset.
• Mentor staff in both technical and soft skills to craft a team of highly competent, consistent, thoughtful, and customer-centric financial experts.
• Evaluate staff effectiveness and develop/implement training programs to improve performance.
• Perform managerial functions including hiring, discipline, training and development, and preparing performance reviews in accordance with UMMS policies and procedures.
• Perform other duties as assigned.

Company Description
The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you'll enjoy as a member of our team.

Qualifications
Education and Experience

• Bachelor's degree Business Administration, Healthcare Administration, or related field, or the equivalent combination of education, training and experience.
• Four (4) + years' of progressively responsible experience working in acute/urgent care, emergency department operations, or similar.
• Three (3) years' supervisory/managerial experience in a healthcare environment.
• Maintain required vaccinations.
• Master's degree preferred.
• Multi-unit/site experience preferred

Knowledge Skills and Abilities

• Strong sense of personal responsibility and accountability for delivering high quality work.
• Proven leadership ability to successfully motivate and inspire team members to high performance levels.
• Ability to lead teams effectively, prioritizing requests, workload and establishing a goal-oriented work environment with clear and concise work procedures and productivity metrics.
• Effective leadership skills, including situational awareness, conflict resolution, establishing alignment and clear direction, and driving continuous improvement.
• Advanced skill working in a patient centered care business model and in using empathy/compassion in all care interactions.
• Strong business and financial acumen including the ability to help leaders prioritize opportunities and resources to meet achieve organizational goals.
• •Ability and skill in dealing with ambiguity and complexity.
• Advanced skill performing root cause analysis.
• Advanced analytical, conceptual thinking, planning, organizational, and problem-solving skills.
• Ability to use applications such as scheduling, time keeping, electronic medical record, self-service HRIS, etc.
• Ability to judge the level of confidentiality of information/activities involved in and exhibit integrity in the use and dissemination of such information.
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes.
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely at all levels within the organization.
• Advanced skill developing and maintaining collaborative working relationships with all levels of leadership, staff and vendors.
• Exhibit high self-motivation and ability to work and plan independently as well as in a team environment with limited supervision.
• Effective skill in the use of Microsoft Office Suite (e.g., Outlook, Word, Excel, PowerPoint).
• Advanced verbal, written and interpersonal communication skills

Additional Information
All your information will be kept confidential according to EEO guidelines.

Compensation:

• Pay Range: $33.813-$41.327
• Other Compensation (if applicable): N/A
• Review the 2024-2025 UMMS Benefits Guide

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