Center Manager I

Title: Center Manager I

Reports to: Center Manager II or Regional Operations Director

Location: Santa Monica

ABOUT EXER

Exer’s mission is “creating convenient access to ER doctors in an affordable and caring environment.” Exer can take care of about 80% of the procedures being handled in the ER today at a fraction of the price and in a much more comfortable setting with shorter wait times. In other words, we can address most of the issues that the ER sees today at a fraction of the price with more convenience for the patient. Our first core value is “Patient Centered” care and this is what Exer is all about. We want to transform the urgent care space and be a role model to other sectors of healthcare as to what healthcare can be. We are passionate about creating a better healthcare, and this starts with our Medical Assistants who are usually the first point of contact with our patients.

We are looking for Center Managers that share this passion. Our care starts with a smile and flows through to the exceptional care that we offer. If being a part of transforming healthcare gets you fired up, then please apply to become a part of the team.

JOB SUMMARY:

The Center Manager I, will assist in the supervision and execution of all daily activities of a center to ensure optimal level of operations and customer satisfaction according to Exer policies, practices and procedures.

MAJOR DUTIES AND RESPONSIBILITIES:

Leadership and Management

• Oversees and Manages assigned clinic (may assist managing another clinic on a temporary basis)
• Responsible for interviewing, hiring, training and mentoring teammates as appropriate
• Responsible for monthly schedule for clinic

o Approves daily punches in payroll system, identifying attendance performance issues such as unauthorized overtime, meal break violations

o Handles any call-outs and make sure clinic is appropriately staffed at all times, working with other managers to assist as needed

• Develops agenda and conducts general staff meetings and daily huddles to communicate goals, align staff and enforce compliance and all company policies/standards
• Motivates and leads team to achieve goals in a team-oriented and positive environment
• Collaborates with regional and corporate team to operate centers effectively and efficiently
• Effectively manages budget
• Follows and upholds Employee Handbook and all other guidelines including but not limited to: Customer Service Guidelines, Dress Code Guidelines, Core Values, HIPAA and all other business/compliance standards

Patient Interaction/Customer Service

• Provides exceptional and proactive customer service through active interactions and leading by example
• Resolve any customer service issues in a positive and timely manner and per company policies
• Welcomes all patients according to our customer service standards; making sure all touchpoints (in person, via email or via phone) are handled appropriately
• Assures patients receive excellent customer service; interacts with patients to make sure they feel informed, understood and that their needs have been met or concerns addressed in as timely a manner as possible (in person, by phone and/or by email)
• Manages appointment or virtual queue system to assist with best flow of patients to avoid lengthy wait times while delivering strong daily census, identifying opportunities to maximize capacity

Operations

• Manages the day-to-day operation of the center including but not limited to filling in for employee breaks/tasks where needed and maintaining all checklist items with a keen focus on safety and cleanliness (May only assist with MA or MA/XRT functions if they clinically trained and have all applicable training/licenses/certifications)
• Responsible for maintaining accurate EMR records for patients
• Directly responsible for the appropriate and timely billing of all services
• Manages cash deposit procedures
• Manages supply orders and services per inventory/business needs; effectively working with vendors to deliver as per agreement
• Maintain clinic in clean, working condition and identifies any facilities improvements and overseeing all repairs (or assist with major cap ex improvements)

Marketing

• Be knowledgeable about our products/programs, competitive products/programs to actively promote our clinics
• Establish external relationships/partnerships within the community. Develop community events and conduct grassroots marketing efforts to raise awareness and drive traffic to clinics

Other duties required to help company meet its goals.

JOB-RELATED SKILLS/COMPETENCIES:

• Must be patient-focused and can deliver company’s high level of customer service at all times in a professional, courteous, sensitive and positive manner.
• Self-starter who also has a flexible schedule and strong work ethic to manage a clinic that is open 363 days/year for 12 hours/day; must be willing to work some nights and weekends to oversee all activities.
• Ability to multi-task and function in a fast-paced environment, often with changing priorities given needs of patients, business and management
• Ability to be an effective leader, leading by example, motivating team, and staying calm at all times, acting/speaking appropriately with customers and employees who may become angry or raise their voices
• Dependable and accountable with strong sense of urgency
• Excellent interpersonal and communication skills
• Strong analytical skills and attention to details
• Comfortable with computers and effective at learning and using the necessary software products (i.e. Microsoft suite, email, Google documents, ADP, etc.)
• Knowledge of HIPAA, OSHA and other State and Federal requirements preferred.
• Experience with Codonix and VIPA computer applications preferred

EDUCATION/CREDENTIALS:

• Bachelor’s degree in business or related discipline or equivalent experience preferred but not required.
• 1-3 years successful experience in a leadership role interacting with staff, preferably in healthcare and/or retail environment

SUPERVISION

This position supervises all clinic staff personnel (Front Desk, Medical Assistants, Xray Techs, and Nurses) and is the clinic liaison with Medical Providers, Ops management, training team, corporate team, and external vendors. They are responsible for assisting with hiring, training, and mentoring employees. Company may change reporting structures based on business needs or growth.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Must maintain a clean, healthful and professional appearance at all times
• Center Based: Requires working in a clinical setting. The noise level is moderate and there is a potential for exposure to infectious diseases and blood-borne pathogens.
• Also requires travel to other centers; the ability to stand and sit for 4 hours at a time, use hands to finger, handle, reach; some bending and stooping; ability to bend, lift and carry up to 25 lbs.
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Must be able to hear, speak, and write effectively in English