The Medical Center Manager is responsible for overseeing the daily operations and overall performance of the Sanitas medical center, ensuring operational and service excellence in alignment with organizational goals. This role provides leadership and supervision to clinical and administrative staff, driving operational efficiency, financial performance, and compliance with policies, safety standards, and regulatory requirements. The Medical Center Manager monitors key performance indicators, supports care gap closure and population health initiatives, and ensures patients receive timely, coordinated, and high-quality care. Through effective team development, resource management, and collaboration with regional leadership, the Medical Center Manager fosters a culture of accountability, innovation, and continuous improvement to achieve both patient care and business objectives.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensures patients receive an excellent care experience by achieving Service level goals, maintaining a visible presence in the waiting area, and informing patients of any situations. Engages patients directly to assess their satisfaction, addresses concerns in real time, and de-escalates potential complaints. Identifies and resolves root causes of complaints to prevent recurrence, reduces overall complaint ratios, and promotes patient promoters for social media reviews and Google feedback. Ensures patients leave informed about their next steps and treatment plan.
• Oversees appointment availability per provider and per center, ensuring goals are met.
• Coordinates action plans with providers and medical leadership to address scheduling challenges and optimize provider utilization. Monitors cancellations and no-shows, implements strategies to reduce them, and ensures referral and HIM workflows are followed accurately.
• Leads daily huddles with clinical and operational teams to plan the day, identify patient needs, and ensure effective care coordination. Reviews patient cohorts and organizes resources based on the visit schedule, while monitoring key performance indicators and developing action plans to address gaps and drive improvement.
• Monitors and optimizes the patient visit experience, including cycle time from check-in to check-out, ensuring satisfaction with PCP, Urgent Care, Laboratory, Diagnostic Imaging services, Care programs.
• Ensures resources capacity is utilized effectively and coordinates with leadership on performance improvement, scheduling, and staffing needs. Supports seamless patient navigation across centers and preferred partner network.
• Assure telephone encounter buckets are addressed daily within 24 hours to support timely patient communication and care continuity.
• Generates and analyzes operational reports to monitor performance, patient satisfaction, and staff engagement. Manages inventories, packing slips, timesheets, and payroll approvals; addresses IT system issues promptly; and ensures supplies are available to support clinical and administrative needs.
• Supports implementation of new products and services at the medical center, drive growth initiatives, and aligns operational strategies with organizational goals to improve efficiency, patient satisfaction, and profitability.
• Ensures adequate staffing aligned with budget, approves overtime only as necessary, and manages uniform compliance and distribution. Promotes teamwork, recognizes outstanding performance, and fosters a healthy, collaborative work environment with open communication. Oversees staff development, including recognition programs and employee engagement initiatives.
• Ensures a safe and healthy environment for patients, staff, and visitors by enforcing company safety policies, training employees, and promoting safe work practices. Conducts regular safety walkthroughs, encourages staff to report hazards, and takes corrective actions to prevent unsafe conditions. Ensures the medical center is clean, safe, and well-maintained by coordinating preventive maintenance, addressing equipment issues, and promoting compliance with safety policies. Oversees the proper maintenance of emergency and rapid response equipment, verifies staff compliance with safety expectations, and activates the emergency plan when required.
• Ensures center financial performance through patient retention and new member assignment by promoting high-quality care, service excellence, and follow-up throughout the patient journey. Supports center profitability by monitoring and controlling operating expenses, managing overtime approvals, and overseeing supply orders. Improves financial performance by ensuring timely collections, reducing claim denials through adherence to workflows, and aligning center operations with organizational goals for efficiency and sustainability.
• Drives operational excellence by monitoring and improving key performance indicators across the medical center. Ensures PCP productivity through effective scheduling, workload management, and provider support. Reduces open and telephone encounters by enforcing timely documentation and follow-up. Improves patient experience by monitoring and addressing complaints, optimizing PCP cycle time to reduce wait periods, and ensuring continuity of care across the care team. Partners with clinical and administrative staff to align workflows, training, and resources with organizational standards and performance goals.
• Ensures alignment with organizational and contractual goals by monitoring and closing care gaps for patients. Improves access to care by overseeing scheduling practices, outreach efforts, and coordination of care for the patient, ensuring patients receive timely services and meet quality measures that support business objectives.
• Ensures patients within the assigned population are seen according to their risk stratification level, prioritizing high- and very-high-risk members/patients. Oversees care coordination and follow-up to provide appropriate services for patients.
• Builds and maintains strong partnerships with peers, providers, and payer representatives to ensure the assigned population receives the best possible care and maximizes the benefits of their insurance coverage. Collaborates across teams and departments to reduce barriers to care, support care coordination, and align operational efforts with organizational and contractual goals.
• Perform other duties as assigned by the supervisor.

Supervisory Responsibilities

Provides direct oversight and accountability for all facets of medical center staff performance, ensuring service standards and patient care expectations are consistently met. Monitors how staff engage with patients, including MAs welcoming and supporting patients, and addresses gaps in service through coaching, training requests, and corrective action plans as needed. Keeps staff informed of current policies, regulations, and organizational updates, while leading daily huddles with clinical and operational teams to reinforce priorities and improve communication. Ensures adequate staffing levels are maintained within budget parameters, creates and manages staff schedules, and coordinates PTO coverage to balance patient satisfaction with operational excellence. Promotes a safe work environment by ensuring employees are trained on and adhere to company safety policies.

Required Education

• Bachelor's degree in Hospitality, Business, Healthcare Administration, or related field (or equivalent leadership experience).

Required Experience

• 3–5 years in a supervisory/leadership role (hospitality, retail, customer service, or healthcare).
• Proven track record of improving customer/patient satisfaction and driving operational results.
• Experience managing staff in a fast-paced, service-focused environment.
• Background in handling escalations, scheduling, and day-to-day operations.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Computer knowledge required (Word, Excel, Internet).
• Customer Service skills and training.
• HIPAA testing required.
• Responsible for compliance with on-call rotation and/or attendance.
• Knowledge and skills with payroll systems.
• Leadership and Team development skills
• Proficiency at managing workflows, staffing, and performance goals.
• Strong interpersonal skills; able to engage customers, staff, and leadership effectively.
• Proven problem-Solving skills to Handle issues with professionalism, empathy, and speed.
• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.

Preferred

Qualifications

• Previous experience in healthcare preferred.

Financial Responsibilities

This position currently handles physical money or negotiates contracts: Cash Reconciliation Report - assure PRC runs report. Weekly Bank Deposits. Take responsibility for petty cash. Open encounters report - assure report running daily. Ensure all the encounters can be claimed avoiding denials and ensuring patient balance collections.

Budget Responsibilities

This position must ensure the profitability of the medical center.

Languages

Advanced English is required.

Spanish or Creole is preferred.

Travel

Required: Available for travel for company necessity upon request.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Prolonged periods working at a computer, preparing reports, and participating in meetings. Regular travel to clinics, market sites, and corporate offices may be required. May spend significant time in clinical or operational settings to support staff, oversee projects, or conduct audits; exposure to healthcare environments (noise, temperature variation, patient interaction) is possible. Comfort working in a fast-paced, high-demand environment with competing priorities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please confirm for the following questions if these working conditions are encountered Occasionally (1-33% of time on the job), Frequently (34-66% of time on the job), Constantly (67-100% of time on the job), or Not Applicable N/A

• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally (1-33% of time on the job)
• May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Not Applicable N/A
• May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Not Applicable N/A
• Must be able to ascend and descend ladders, stairs, or other equipment. Not Applicable N/A
• Subject to exposure to hazardous material. Occasionally (1-33% of time on the job)