Urgent Care Manager - ProHealth Medical Group
The Urgent Care Manager is responsible for overseeing the staffing, hiring, and performance of nurse practitioners, physician assistants, and physicians across 11 urgent care locations. This role ensures operational efficiency, provider engagement, and high-quality patient care. The Urgent Care Manager serves as the primary contact for provider scheduling, continuing medical education (CME), expense reports, hiring, terminations, and performance management.
This position requires an on-call commitment to address urgent issues, including provider concerns, patient complaints, and operational challenges. The Urgent Care Manager collaborates with physician leadership and other stakeholders to maintain high standards in patient experience, clinical quality, and financial performance.
Key Responsibilities:
Provider Management & Scheduling
- Oversee staffing, hiring, and performance management for nurse practitioners, physician assistants, and physicians.
- Develop and maintain provider schedules to ensure adequate coverage across 11 urgent care locations.
- Manage provider time-off requests and scheduling conflicts.
- Monitor and update online urgent care scheduling software.
Operations & Performance Oversight
- Serve as the primary point of contact for patient complaints, RL6 event reporting, and Odeza text survey follow-ups.
- Address urgent operational and provider concerns in real time.
- Monitor and manage provider performance using dashboards tracking quality, patient experience, and financial metrics (including RVU-based compensation).
- Ensure compliance with organizational policies and state/federal regulations.
- Support urgent care expansion initiatives and onboarding of new locations.
Collaboration & Communication
- Work closely with the Physician Chair and leadership team to resolve clinical and operational issues.
- Communicate patient concerns and performance feedback to providers in a constructive and solutions-oriented manner.
- Support the development and implementation of strategic initiatives to enhance patient experience, provider engagement, and operational efficiency.
Administrative & Financial Responsibilities
- Manage provider expense reports and continuing medical education (CME) tracking.
- Assist with recruitment and onboarding of new providers.
- Maintain accurate records for payroll, CME, and required education compliance.
Qualifications & Requirements:
Education & Experience:
- Bachelor’s degree preferred (Healthcare Administration, Business, or related field).
- Minimum of 2 years of experience in healthcare leadership, scheduling, or provider management.
- Clinical experience as an RN, LPN, or MA in a medical group setting is a plus.
Skills & Competencies:
- Strong organizational and problem-solving skills with the ability to manage multiple priorities.
- Excellent communication and interpersonal abilities to engage with providers, leadership, and patients.
- Proficiency in Microsoft Office Suite (Outlook, Excel) and electronic health record (EHR) systems (Epic experience preferred).
- Ability to remain calm under pressure and resolve urgent issues effectively.
Work Environment & Expectations:
- On-call availability to support urgent care providers and field patient complaints.
- Travel to multiple urgent care locations as needed.
- Hybrid of office-based and remote work, with the expectation of on-site presence for critical needs.
About Us:
ProHealth Care is an equal opportunity employer and is committed to an inclusive work environment and values the perspectives of our people. We maintain a drug-free workplace and perform pre-employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Nearest Major Market: Waukesha
Nearest Secondary Market: Milwaukee