Multi-site General Manager - Urgent Care

Position Overview

The General Manager (GM) oversees operations for a group of 1 to 5 urgent care clinics. This role involves hands-on management and active presence at all assigned sites to ensure efficient daily operations, excellent patient flow, high-quality service, sound financial outcomes, and clinic readiness. The GM collaborates closely with regional leadership, clinical supervisors, trainers, and providers to align staffing and workflows while maintaining accountability for overall clinic performance.

Core Responsibilities

• Maintain a consistent physical presence as the operational leader across assigned clinics, addressing live metrics and operational challenges.
• Manage staffing, patient throughput, and service standards to keep clinics running smoothly.
• Intervene directly to ease workflow bottlenecks or operational disruptions in both front and back office functions.
• Ensure clinics remain patient-ready through proper staffing, cleanliness, stocking, and safety measures.
• Lead and develop front desk and back office teams through coaching, one-on-one meetings, onboarding, and quarterly staff gatherings.
• Work with Provider Schedulers to manage staffing coverage for absences, PTO, and unexpected issues, including real-time scheduling adjustments.
• Serve as escalation point for operational disruptions and participate in hiring decisions for clinical and non-clinical roles.
• Deliver performance management including feedback, documentation, discipline, and evaluations for direct reports in partnership with HR and regional management.
• Ensure exceptional patient experience, address concerns immediately, and monitor/excel patient satisfaction metrics.
• Collaborate with clinical leaders to balance operational workflows supporting safety, quality, efficiency, and onboarding of providers.
• Adhere to all regulatory, accreditation, licensure, and internal compliance requirements, supporting audits and ensuring accurate, confidential patient records.
• Manage financial aspects including visit growth, labor productivity, budget planning, cost control, inventory, and clinic profitability.
• Promote community engagement and brand presence through local marketing, outreach, employer events, and professional representation.

Qualifications

• Bachelor's degree or equivalent healthcare operations experience.
• Experience progressing in leadership roles within healthcare operations.
• Proven ability managing multi-site or large healthcare facility operations.
• Strong leadership, operational management, and problem-solving capabilities.
• Willingness to work evenings, weekends, and be on-call as needed.

Preferred Experience

• Background in urgent care, ambulatory care, or retail health settings.
• Knowledge of P&L oversight and use of operational dashboards.
• Experience with front or back office clinical operations.

Physical and Work Environment Demands

• Physical requirements include standing, walking, sitting, lifting up to 40 pounds, climbing stairs, balancing, stooping, kneeling, crouching, and other movements necessary to perform job duties.
• Exposure includes interaction with patients under varying conditions which may include unpleasant or unpredictable situations involving injuries and illnesses.