Urgent Care Manager

HealthPartners is hiring a Manager of Urgent care. This role provides overall direction and management of care delivery and support operations at assigned locations in partnership with department leaders. They are responsible for ensuring clinic staff provides high quality, accessible, cost-effective and patient focused services. This role collaborates with clinicians and teams to establish, implement and maintain patient care and quality service standards to meet members' and patients' expectations. They will partner with the Clinician Leaders, Urgent Care Director and the Urgent Care leadership team to identify education, training, and onboarding systems to assure consistent and quality care across the care group. They will work in collaboration with primary, specialty, and ancillary care to ensure the experience is seamless for the patient.

ACCOUNTABILITIES:

People

• Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees.
• Ensures compliance with organizational and departmental policies and procedures.
• Evaluates performance and provides feedback for direct reports.
• Establishes and maintains a culture of accountability.
• Responsible for recruitment and retention, management, development and training of supervisory staff and employees.
• Partners with HR, Nursing leadership and Urgent Care leadership to support onboarding, education, training, skills fairs, learning CEUs, webinars and other learning opportunities for leaders and front-line staff across the care group.
• Builds a culture of collaboration and trust throughout Urgent Care which drives employee satisfaction through initiatives such as Healthy Workplace

Health

• Monitors and assesses quality improvement processes including process standards.
• Participate in planning and implementation of key goals and objectives including, but not limited to, implementation of best practice, quality improvement initiatives across the care group.
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  Ensures the improvement of health and quality measures. Leads local improvement efforts to improve systems and patient care results.

Experience

• Builds a culture of collaboration and trust.
• Manages patient satisfaction and colleague involvement.
• Ensures consistency in customer service in all areas.
• Manages outcomes for any complaints or concerns with members and patients; using prescribed methods of service recovery; provides follow up after resolution.

Stewardship

• In collaboration with department leadership, uses data to guide and direct Urgent Care operations.
• Assists in planning, developing and monitoring the budget.
• Prepares and administers emergency response plans.
• Participates in facility management as a partner with local clinic leadership. May include upkeep, remodeling, and prioritization.

Leadership

• In everything you do, think "partner"
• Be a great coach
• Involve and engage your team members
• Be clear about results and stay focused on them
• Make healthy, productive communication a priority
• Help guide team members development
• Have courage, do the right thing

REQUIRED QUALIFICATIONS:

• Graduate of an accredited school of nursing, BSN preferred
• Current RN licensure in Minnesota and Current RN licensure in Wisconsin within two months of hire
• Minimum 5 years leadership experience in a clinic or health care setting
• Strong computer skills including knowledge of EPIC or similar electronic medical records, Microsoft Office products including Outlook, Word, Excel, PowerPoint or similar programs
• Previous experience in team building, multi-disciplinary collaboration and mentorship
• Proven ability to use information and data to drive change and improvement
• Demonstrated record in customer service and building provider relationships
• Demonstrated ability to work from both a position of authority and a position of influence
• Demonstrated ability to motivate, involve and engage highly diverse constituent groups
• Demonstrated skills in establishing and maintaining interpersonal relationships with all levels of management, clinicians, employees and the general public.
• Demonstrated ability to cooperate, collaborate and communicate with all levels of the organization
• Understanding of reimbursement and regulatory practices
• Demonstrated organizational skills
• Demonstrated problem solving and critical thinking skills
• Demonstrated project management experience
• Strong written and oral communication skills
• Understanding of operations within a unionized workplace
• Ability to lead, motivate and mentor employees and leaders
• Demonstrated understanding of local and national health care markets
• Ability to understand and manage resources and meet budget requirements

PREFERRED QUALIFICATIONS:

• Master's degree