Maine Urgent Care Site Supervisor

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Central Maine Healthcare
September 13, 2021
Lewiston, Maine
Job Type


  • Maine Urgent Care Site Supervisor

    • Lewiston, Maine
  • At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

    Position Summary: The site supervisor of Maine Urgent Care oversees the daily activities of front office, back office, ancillary staff, and provider team. The site supervisor schedules the team and works collaboratively with the Operations Manager and the Medical Director to ensure appropriate staffing levels are maintained. The site supervisor supports the operations, policies, and initiatives of the urgent care and promotes the organization’s mission to provide exceptional healthcare in a safe and trustful environment. The site supervisor assists in the development and implementation of the strategic plan and guides the team to understand and support the mission and vision of CMHC. The site supervisor is available during evening and weekend hours to support clinic operations. This position will work with Operations Manager and Medical Director in promoting a team environment that supports customer service and high clinical standards. The site supervisor is both patient and results focused; ensuring patient needs and fiscally responsible operational goals are met. The site supervisor practices in accordance with CMH’S Policies and Procedures and follows UCA operational guidelines.

    Essential Duties:
    1. Coordinates, oversees, and assures the smooth daily operations and workflows of the urgent care:
    • Maintains throughput and access to services
    • Monitors patient volume to ensure volume budgets and goals are achieved
    • Maintains relationships with local Emergency Departments, coordinates redirect guidelines to their facilities
    • Maintains relationships with local/county and private EMS services for proper redirect and transfer processes
    • Supports disaster preparedness and response protocols at the community level in partnership with health system Emergency Management following FEMA guidelines
    2. Promotes a service oriented team approach to the services and work environment of the urgent care:
    • Organizes, coordinates, and delegates work, ensuring the daily clinic operations run in an efficient and effective manner
    • Maintains skill in back office and front office roles so as to provide back up for these positions as directed by licensure and scope of practice
    • Implements procedures and protocols related to front office and back office processes
    • Researches and resolves issues and concerns regarding office operations, functions, and related matters
    • Promotes and maintains effective communication among urgent care team, providers, and partners
    • Demonstrates exceptional customer service at all times
    • Addresses client concerns promptly using customer-service approach and service recovery if needed
    3. Oversees staff by providing guidance to maintain a team environment through training, recognition, evaluation, and in-service education:
    • Schedules team and coordinates time off requests, i.e. vacation and leaves, and coordinates replacement team as needed
    • Observes and appraises team performance to assure competency meets urgent care center standards
    4. Coordinates with the Operations Manager and Medical Director to assess the effectiveness of the team, to include physicians, APS, MA’s, RT’s, and ancillary teams or partners:
    • Assists with the department team through ongoing education, on-the-job training, and evaluations
    • Acts as a resource to the team, resolving issues, and providing feedback as needed
    • Assures compliance with health system’s affirmative action goals and policies
    • Coaches team on performance with guidance and effectively recommends employees for transfers, promotions, demotions, training and termination
    • Participates in progressive guidance and disciplinary action as needed, assuring all matters are handled in accordance with applicable policy and procedures
    5. Maintains established policies and procedures including safety, environmental, and infection control standards
    6. Ensures the clinic meets regulatory and internal standards and participates in regulatory audits and inspections under the guidance of the operations manager and medical director
    7. Participation in the development tracking and reporting of urgent care specific quality improvement plan in conjunction with the operations manager and Medical Director
    8. Participates in community marketing of Maine Urgent Care
    • Collaborates with community providers and clinics, offering marketing materials, explaining services being offered that can support their practices and patient populations
    9. Collaborates with other site supervisors in the effective identification and resolution of office practice issues
    • Participates in rotating weekend call for all Maine Urgent Care Clinics with other UCC Managers and supervisors
    • Accepts evening calls to resolve issues during operating hours of the facility
    10. Participates in the financial performance of the clinic
    • Provides input into the annual budget process and monthly review of financial report
    • Provides input for meeting year end flex budgets and labor targets for expenses and FTE’s
    • Oversees clinic office purchases of supplies and equipment, controlling and reducing expenses
    • Oversees staffing plan utilizing flex budget to increase or decrease staffing levels as needed
    11. Participates in special projects in collaboration with staff, acting as project lead as needed
    • Participates in operational plans to meet strategic, financial and clinical goals
    • Performs research and analysis on special projects as assigned
    12. Maintains professional growth and development through seminars, workshops, and organization offered programs
    13. Maintains reliable attendance by adhering to hospital system Attendance and Punctuality Policy and Procedure standards Contributes to the success of the organization by meeting organizational competency expectations and core values (respect, integrity, stewardship, excellence, collaboration and kindness), continuously learning, and by performing other duties as needed or assigned
    14. Upholds MUC and CMH Policies and Procedures
    15. Upholds Urgent Care Association (UCA) regulatory requirements

    Education and Experience:
    1. Current State Licensure in the state of Maine preferred
    2. Experience in patient care services in a supervisory role preferred
    3. Five years in a medical service delivery preferred
    4. Five years of experience, preferably in urgent Care or other retail health care setting
    5. Minimum of three years of experience in a supervisory role preferred

    Knowledge, Skills and Abilities:
    1. Ability to engage patients and team members utilizing the CMH Experience Standards
    i. I am creating a warming, caring, and non-judgmental environment
    ii. I am actively listening and seeking information
    iii. I am honest, truthful, and consistent
    iv. I am respectful, treating all individuals with dignity and empathy
    v. I am serving as a role model, taking both initiative and ownership when appropriate
    vi. I am working collaboratively and demonstrating teamwork
    2. Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day.
    3. Experience in physician/medical setting procedures
    4. Excellent skills in the use of personal computers and related systems and software
    5. Experience working both independently and in a team environment
    6. Demonstrate reliability and accountability to team members and patients
    7. Knowledge of CPT-4 and ICD-10-CM coding
    8. Knowledge of Occupational Health Services
    9. Proven ability to meet operational goals and objectives
    10. Skill in directing the work of others and delegating assignments
    11. Skill in mentoring staff and providing effective coaching and feedback
    12. Excellent time management skills for self and team
    13. Excellent oral, written, and interpersonal communication skill and ability
    14. Effectively resolve problems and deal with difficult people and/or situations
    15. Work efficiently under pressure
    16. Independently take initiative, and accept responsibility for practice and team success
    17. Set priorities and use good judgment

    If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

      Posted 2 Days Ago
      Full time

About Us


    Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community.  We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities.  To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.

    Central Maine Healthcare System

    The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group.  Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties.  As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams.

    If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!

    Diversity and Equal Employment Opportunity

    CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.

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