Market General Manager

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Market General Manager directs and administers the day-to-day operations of multiple medical centers. The incumbent is responsible for the overall performance of the operational, economical, and people-related center level goals. They lead in providing overall direction to the operation and administrative aspects of the market, utilizing the related resources associated within the Centers. The incumbent will partner closely with the centers’ clinical leadership to ensure patient care, service and clinical metrics, goals and objectives meet and/or exceed expectations. They are a servant leader who provides leadership to multiple teams to ensure growing the business and owning a profit and loss budget at each Center.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: ​

• Owns and operates an average annual budget of over $100M for multiple medical centers, staffing up to 150 employees and regularly servicing up to 20,000 patients per year. 
• Owns and operates the design, development, and implementation of the ongoing strategy for operational excellence and growth within the centers. Ensures all goals are being met/exceeded regarding the overall patient experience. Partners with market leaders to execute their business plan and meet their growth and financial objectives by ensuring action plans are generated and followed.
• Responsible for Training and Development of Center leaders and ensuring that those leaders are in constant development and being coached for future upward mobility.
• Partners with the Regional President to provide management support in the oversight and execution of high-quality, cost-effective and VIP service for clinical outcomes that align with the organization.
• Manages execution of key operational outcomes to ensure customer, provider and regulatory expectations are met/exceeded. Coordinates and interfaces with various COEs to ensure the appropriate resources are available to the market.
• Oversees communications verbalizing of a clear understanding and ownership of key scorecard measurements and of total quality measures and initiatives.
• Mentors, coaches, and develops operation teams in the market. Grows the team to match the needs of the business.
• Aids in customer resolution responses and educates management on appropriate responses. Handles escalated issues and determines proper issue resolution.
• Leads growth strategy for each center around disenrollment.
• Leads people, coordinates, and inspires the teams and achieves results under challenging circumstances.
• Works comfortably with financial statements, and financial concepts, in a service organization.
• Monitors office communication and performance to ensure that center leaders, front desk, referrals, and care teams operate in an efficient, accurate and customer-focused manner. 
• Collaborates with center leaders to conduct performance evaluations of team members and complete any required disciplinary actions. 
• Monitors the number of patients and wait times to ensure proper flow of patients from check-in through appointment to check-out. 
• Ensures accuracy of all incoming and outgoing information including supplies, invoices, billing requests and patient records. 
• Works in partnership with others in developing strategies to increase and retain membership. 
• Applies a bias towards frugality and creativity when it comes to problem solving for operational challenges, seeking to improve people, process, and systems resolutions before increasing costs and complexity. 
• Utilizes a keen sense of business acumen that assists with understanding the business.
• Collaborates with leaders in relation to strategic business planning. 
• Demonstrates an astute sense of ownership; the successful incumbent drives centers success from all dimensions – people, finance, service, growth, and outcomes, as if they owned the organization.
• Maintains an awareness of the competitive healthcare environment; actively drives retention and ensures that the level of service exceeds all other healthcare providers. 
• Works with clinical providers to help schedule meetings with patients and/or write letters to/for them. 
• Reviews reports to ensure target metrics are achieved and processes are being followed. 
• Conducts walk-through of the Centers to ensure a clean and safe environment, including spot checks of back office for expired medications, proper biohazard waste and medicine disposal, etc. 
• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Highly developed business acumen and relationship management/building skills
• Advanced knowledge of business and management principles involved in strategic planning, resource allocation, human resource modeling, leadership technique and operations
• Possesses the knowledge, understanding, experience, skills, and abilities commensurate with managing an entity that equals or exceeds $60M in annual revenue. 
• Superior knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Knowledge and implementation of regulatory requirements and laws that govern clinic activities
• Exceptional record of accomplishment of driving revenue growth and controlling expenses
• Ability to effectively leverage business and organizational knowledge within and across functions
• Skilled in negotiating; able to effectively influence executives, leaders, and all levels within the organization in matters of transformational change and operational optimization
• Exceptional written and verbal communication skills
• Exceptional organizational and management skills, including the handling of multiple projects simultaneously and meeting tight deadlines
• Keen understanding of business controls and operations
• Must possess a high degree of emotional intelligence and integrity; driven and focused work ethic
• Passionate about serving others with VIP experiences; ability to naturally engage and connect with others
• Self-starter with the ability to think creatively and work effectively
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail, and presentation software
• Ability and willingness to travel locally, regionally, and nationwide up to 50% of the time; ability to travel regionally and nationwide up to 10% of the time. 
• Spoken and written fluency in English
• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• Bachelor’s degree in business, Healthcare or Public Administration, Finance, Economics or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
• MBA or master's degree in healthcare or public administration or a related discipline preferred
• A minimum of 7 years’ healthcare administration, budget management, finance or closely related industry work experience required
• A minimum of 5 years direct management/leadership experience within a customer/client service environment required
• Experience managing a diverse group of functional area professionals strongly preferred
• Experience managing and overseeing a multi-million-dollar P&L account highly desired
• This position requires possession and maintenance of a current, valid Driver’s License