Manager of Urgent Care - RN| South Portland, ME | Full-Time

Working under the general supervision of the Director of Operations, this position is responsible for management of operations, finances, and overall performance of the Urgent Care department to ensure delivery of high-quality, timely care, an exceptional patient experience, and optimal provider and team member engagement. This individual serves as part of the management team and partners with Medical Directors and clinical leadership to translate strategic priorities into operational plans, ensure efficient patient flow, and lead teams in a fast-paced, high-volume environment. 

CORE RESPONSIBILITIES:

Leadership Competencies

Personnel Management  

• Provides overall accountability and management of urgent care staff, including clinical (RNs, MAs) and administrative team members. 
• Coordinates and monitors staffing levels to meet fluctuating patient volumes, including evenings, weekends, and holidays. 
• Develops staffing models based on patient flow, visit volume trends, acuity, and seasonal demand. 
• Conducts interviews, hires, and onboards new team members. 
• Ensures staff are trained and competent in urgent care workflows, protocols, and patient service expectations. 
• Promotes a culture of teamwork, accountability, and patient-centered care.  
• Regularly assess developmental opportunities for staff, coach staff to enhance performance, and support staff in learning and applying new skills and competencies. 
• Approver for staff payroll biweekly in accordance with payroll department guidelines and schedule.
• Mentors and counsels’ staff to include initiating Performance Improvement plans. 
• Works with the Compliance and Human Resources teams to assure compliance with State, Federal and OSHA (Occupational Safety and Health Administration) requirements for staff. 

Leadership  

• Models behaviors that demonstrate service excellence and a strong focus on patient-centered care. 
• Establishes credibility and a visible leadership presence within the urgent care sites. 
• Leads process improvement initiatives to optimize patient throughput, reduce wait times, and improve care delivery. 
• Collaborates with Medical Directors to develop and maintain clinical and operational protocols. 
• Fosters collaboration across urgent care sites and with other departments (e.g., primary care, imaging, lab). 
• Monitors performance metrics and implements solutions to improve efficiency, quality, and patient satisfaction. 
• Supports and leads change management initiatives, including new workflows, technologies, or service expansions. 
• Continuously evaluates and optimizes team roles and workflows to meet operational goals. 
• Leads Lean Six Sigma initiatives for the department to foster a culture of continuous improvement. 
• Monitors department performance and creatively seeks solutions to foster quality improvement. 
• Develop and maintain an open and effective line of communication with employees. 

Communication  

• Works in partnership with the clinical teams, practice leadership, and senior leadership teams.  
• Maintains clear, consistent communication with providers, staff, and senior leadership. 
• Communicates operational updates, performance metrics, and organizational priorities effectively. 
• Builds strong relationships across the organization to support coordinated care and operational success. 
• Fosters strong working relationships with all levels of the organization to facilitate effective communication and to connect front line staff’s daily priorities to the organization’s strategic goals.  
• Demonstrates strong interpersonal savvy.  

Operations

• Oversees daily urgent care operations, ensuring efficient patient flow from check-in through discharge. 
• Monitors real-time patient volumes and adjusts staffing and resources accordingly. 
• Ensures access to care by optimizing scheduling templates, walk-in capacity, and provider coverage. 
• Tracks and improves key performance indicators such as wait times, length of stay, left-without-being-seen (LWBS) rates, and patient satisfaction. 
• Ensures proper functioning of clinical equipment, supplies, and facility readiness. 
• Coordinates with ancillary services (lab, radiology) to ensure timely diagnostics and results. 
• Leads or sponsors operational projects, including site expansions, new service offerings, or workflow redesign. 
• Ensures compliance with clinical protocols, infection control standards, and regulatory requirements. 
• Supports implementation and optimization of EHR workflows specific to urgent care. 

Strategic Planning and Program Coordination  

• Assess current state of department with relation to existing InterMed goals and plans. 
• Develops proactive plans to ensure InterMed’s positioning as a leader in healthcare in alignment with company KPIs. 
• Champions interdepartmental problem solving.
• Ensures appropriate departmental policy development and adherence.

Financial and Administrative Accountability

• Assumes management and administration of urgent care budgets, including labor, supplies, and capital expenditures. 
• Monitors financial performance and reports on variances, identifying trends and implementing corrective actions. 
• Tracks provider productivity and visit volumes, reporting trends to leadership. 
• Optimizes revenue through appropriate coding, charge capture, and efficient patient throughput. 
• Manages vendor relationships and contracts for medical supplies, equipment, and services. 
• Supports business planning and growth initiatives for urgent care services. 

Confidentiality

• Demonstrate knowledge and understanding of patient privacy rights under HIPAA (Health Insurance Portability and Accountability) guidelines.  Maintain confidentiality related to financial, or other sensitive materials and information in printed, electronic, or verbal form, which may jeopardize the privacy of patients and/or employees. Accesses and uses the minimum necessary patient identifiable information to perform job responsibilities and duties and only for authorized purposes.
• Maintains strict confidentiality in alignment with HIPAA (Health Insurance Portability and Accountability) guidelines and InterMed policies.
• Performs other duties to support the mission, vision and values of InterMed.

MISSION AND VALUES:

• Follows InterMed’s mission to provide patient-centered primary care, putting the patient first to deliver high quality, high value care.
• Provide the highest quality care to our patients with a level of service that exceeds their expectations.
• Maintain a positive attitude and always treat our patients and each other with dignity and respect.
• Insist on honesty and integrity from each other and our business partners.
• Make teamwork a core component of our relationships between physicians, staff, and patients.
• Embrace change to better serve our patients.
• Use business practices that feature individual accountability and group responsibility to ensure delivery of high value healthcare.
• Have fun as we carry out our mission to serve.

KNOWLEDGE, SKILLS, AND ABILITIES:

Education:

• Associate's Degree in Nursing required with a minimum of 5 years clinical experience; Bachelor's degree in Nursing preferred.

License/Certifications:

• Active unencumbered State of Maine Registered Nurse license
• BLS required within 6 weeks of hire

Experience:

• Minimum of 3–5 years of management experience in a healthcare setting required. 
• Prior experience in urgent care, emergency services, or high-volume ambulatory care strongly preferred. 
• Experience managing staffing in variable, high-demand environments required. 
• Demonstrated success in improving operational performance and patient experience. 
• Proven ability to work collaboratively with physicians and clinical leadership. 
• Strong leadership and team management skills. 
• Ability to operate effectively in a fast-paced, high-volume environment. 
• Excellent problem-solving and decision-making abilities. 
• Strong analytical skills with the ability to interpret operational and financial data. 
• Excellent communication skills, both written and verbal. 
• Proficiency in EHR systems and operational reporting tools. 
• Knowledge of regulatory and compliance requirements for urgent care settings.