Medical Center Manager

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

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 CCAs 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

Budget Responsibilities

Languages

Travel

Physical Demands

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. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

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 indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.

INDSMC