Multi-site General Manager - Urgent Care

Position Overview

The Multi-site General Manager (GM) oversees the operational functions of 1 to 5 urgent care centers, assuming full responsibility for daily operations, team performance, patient management, service quality, financial outcomes, and facility preparedness. This role requires active, on-the-ground leadership across all locations, focusing on direct observation, staff coaching, immediate problem resolution, and ensuring standardized compliance with company protocols. Collaboration with regional operational leaders, medical supervisors, training personnel, and clinical directors is vital to synchronize staffing and workflow while maintaining clear accountability for site results. Clinical practitioners report clinically to medical leadership, while the GM partners on non-clinical matters affecting workflows and patient experience.

Key Responsibilities

• Lead operational activities on-site across multiple clinics with a hands-on approach.
• Manage day-to-day clinic performance including patient throughput, staffing, and service quality standards.
• Continuously monitor operational metrics such as wait times and staffing ratios, adjusting resources as needed in real time.
• Intervene operationally to resolve workflow bottlenecks or stabilize service functions as needed.
• Maintain clinic readiness ensuring appropriate staffing levels, supplies, equipment condition, cleanliness, and safety.
• Supervise, coach, and develop front and back office staff across multiple clinics, establishing regular one-on-one meetings.
• Coordinate staff onboarding collaboratively with trainers, reinforcing company culture and performance standards throughout early tenure.
• Conduct quarterly staff meetings to enhance engagement, clarify priorities, and foster an equitable, accountable workplace.
• Collaborate with scheduling teams to manage staff availability, leaves, and ensure necessary coverage for all shifts including after-hours.
• Serve as the primary operational escalation contact for any clinic disruptions.
• Participate in recruitment processes, including conducting interviews and contributing to hiring decisions for clinical and operational roles.
• Provide performance input on non-clinical aspects of provider roles in conjunction with clinical leaders.
• Partner with HR and regional management to uphold discipline procedures and ensure timely performance evaluations.
• Own patient experience management from check-in through discharge, addressing concerns promptly and tracking satisfaction metrics for continuous improvement.
• Work closely with medical and clinical leadership to align operational workflows with clinical requirements for quality, safety, and efficiency.
• Ensure regulatory compliance with all relevant accreditation, reporting, and legal standards (e.g., ADHS, COLA, OSHA, HIPAA).
• Support audit readiness and maintain confidentiality of patient records.
• Oversee financial drivers including visit growth, labor productivity, cost control, and profitability, participating in budget planning.
• Lead local marketing and community engagement activities to promote clinic services and brand presence.
• Model behaviors in accordance with company mission, vision, and values.

Qualifications

• Bachelor's degree or equivalent experience in healthcare operations management.
• Proven progressive leadership experience in managing multiple healthcare sites or high-volume clinics.
• Strong capabilities in operational management, staff leadership, problem solving, and adaptability to work varied schedules including evenings, weekends, and on-call duties.
• Preferred: Experience in urgent care, ambulatory or retail health, proficiency in financial management including P&L oversight, and familiarity with clinical administrative functions.

Physical Requirements and Work Environment

• Physical activity includes standing, walking, sitting, lifting objects up to 40 pounds, using hands for handling, reaching, climbing, balancing, stooping, kneeling, crouching, talking, and hearing.
• Work involves exposure to patients in diverse and sometimes unpredictable or challenging clinical situations.
• Reasonable accommodations are provided for qualified individuals with disabilities to perform essential functions.