Multi-site General Manager - Urgent Care

Position Summary

The General Manager (GM) is the primary operational owner for an assigned portfolio of 1--5 urgent care clinics, with full accountability for day-to-day execution, staff performance, patient flow, service quality, financial results, and clinic readiness. This role is field-based and hands-as -- the GM is expected to be physically present in clinics, actively observing operations, coaching staff, resolving real-time issues, and ensuring consistent execution of Next Care standards across all assigned sites.

The GM partners closely with Regional Operations leadership, Supervising Physicians, Regional Trainers, and Clinical Leadership to align workflows, staffing, and operational execution while maintaining clear accountability for clinic performance. Providers do not report to the GM clinically. The GM partners with providers on non-clinical performance, workflow, and patient experience. Any clinical performance concerns will be reviewed with the appropriate Clinical Leader.

• Serve as the on-the-floor operational leader for assigned clinics with regular physical presence across all sites.
• Own daily clinic performance: patient flow, throughput, staffing alignment, and service standards.
• Actively monitor live operational metrics (wait times, staffing ratios, visit trends) and make real-time adjustments.
• Step in operationally as needed to relieve bottlenecks, support front or back office workflows, or stabilize clinic operations.
• Ensure clinics are continuously patient-ready: properly staffed, stocked, equipped, clean, and safe.

• Lead, coach, and develop front desk and back office teams across all assigned clinic locations.
• Conduct regular 1:1s with staff and Clinic Leads (at minimum monthly).
• Onboard all new staff operationally, ensuring consistent orientation, expectations, and early engagement in close coordination with Regional Trainers.
• Connect personally with new hires during training to reinforce standards, culture, and accountability.
• Conduct in-person quarterly staff meetings at clinics to reinforce priorities, performance, and engagement.
• Foster a positive, equitable, and accountable work environment aligned with Next Care values.

• Work closely with Provider Schedulers to document and manage callouts, PTO, and business interruption information accurately and in real time.
• Actively coordinate with Provider Schedulers to secure same-day and after-hours coverage for staff and providers when issues arise.
• Ensure staffing plans align with volume, seasonality, and clinic needs.
• Serve as the primary operational escalation point for clinic-level disruptions.

• Conduct interviews and participate in hiring decisions for provider, non-provider staff, and operational roles.
• Provide operational and patient experience input into provider performance as requested by Clinical Leadership.
• Execute progressive discipline for non-clinical staff and non-clinical provider issues in partnership with HR and the Regional Manager.
• Ensure timely performance feedback, documentation, and annual evaluations for all direct reports.

• Own the end-to-end patient experience within assigned clinics, from arrival through discharge.
• Address patient concerns in real time when possible; elevate appropriately when needed.
• Monitor patient experience metrics (including NPS) and implement improvement actions.
• Ensure staff consistently meet Next Care service standards and behavioral expectations.

• Partner closely with Supervising Physicians, , and Clinical Leaders to align workflows, staffing models, and patient care delivery.
• Ensure operational workflows actively support clinical quality, safety, and efficiency.
• Support onboarding and training of providers from an operational perspective.
• Participate in cross-functional problem-solving to improve clinic performance and care delivery.

• Ensure clinics meet all regulatory, licensure,…