Full-time Area Clinical Operations Director - Experienced NP, PA or MD, University Hospitals Urgent Care

Reporting to the Chief Medical Officer (CMO) and the Regional Vice President of

Operations (RVP), the Area Clinical Operations Director (ACOD) is responsible

for the leadership and oversight of clinical care and direct provider

supervision at their designated Universal Hospitals Urgent Care (by WellStreet)

centers. The Area Clinical Operations Director collaborates effectively with the

care team to continuously improve outcomes, experience, and efficiency of our

service line offerings. The ACOD will work collaboratively with the CMO, RVP and

other ACODs, as well as the senior operations leaders to ensure that we continue

to provide the highest quality care with a continued focus on patient experience

throughout our South Carolina market.

The Area Clinical Operations Director will be maintain a continued focus on

clinical care through clinical shift work as well as dedicated time for

administrative duties. Time spent between clinical and administrative time will

need to be flexible with the expectation for the role to be roughly a 50/50

split between clinical and administrative time. This role requires onsite

visits.

Responsibilities include, but not limited to:

02Culture

• ACOD is responsible for the continued health of our organizational culture by
• promoting a work environment that places a relentless focus on quality care
• and patient experience and fosters an atmosphere of teamwork and trust.
• ACOD will spend most of their time inside the clinic both practicing as well
• as interacting with providers and clinical staff.
• ACOD should have a complete understanding of the concerns and issues
• affecting providers and work independently and with the RVPCO to address
• these.
• Motivate Providers to maintain an “owner mentality” and motivate clinic team
• members to consistently practice at the highest clinical and patient
• experience standards.

03Clinical Practice

• Provides and manages direct patient care, including physical examinations,

evaluations, assessments, diagnoses, and treatment. Clinical time will vary

as the needs of the business varies.

• ACOD will work with the Clinical Quality Manager to perform 30, 60, 90-day
• reviews on new hires reporting results to RVPCO and discussing any areas
• of improvement.
• Oversees patient care assessment for all services provided at the urgent care
• centers and ensures that appropriate clinical protocols are followed in
• conjunction with the findings.
• In conjunction with the RVPCO, assess and monitor clinical competency of
• Medical Staff through chart audits and performance assessments.
• Ensures all providers practice within the scope of their license and
• credentialing.
• In collaboration with the Operations team, assists as requested to help
• develop processes, policies, procedures, and guidelines to assure quality of
• care standards are met throughout the system.
• Uses available reports, medical records, and on-site observation to review
• and improve the quality of care delivered by each individual provider.
• Monitor and ensure accuracy of provider coding and documentation.

04Operations

• Review and respond to patient care complaints and grievances and recommend or
• take corrective action where appropriate.
• While maintaining high standards of medicine, support clinic KPIs including,
• but not limited to, reducing overall door to door times, cancel rates and
• improving Net Promoter Scores
• Vigorously support patient satisfaction & loyalty
• Collaborate with the Senior Management Team and Operations Director to ensure
• that the centers meet the requirements of all regulatory and accrediting
• agencies.
• Support process improvement efforts throughout Universal Hospitals Urgent
• Care through promotion and collaboration on best practice in clinical and
• business operations.
• For example:
• Work Comp / Employer Services
• Agility Occ Med module
• Client relations
• Clinical training
• Share weekend “on-call” responsibilities with ACODs and Medical Directors
• Oversees the training and on-boarding of all urgent care providers.
• Develops programs and assists with the training of Providers which might
• include the following:
• Patient communications skills
• Conflict mitigation
• Risk Management
• On-site clinical leadership
• In collaboration with Senior Operations directors will report in monthly SMT
• meeting to executive team.

05Human Resources

• Develops and maintains effective relationships with providers.
• In collaboration with the talent management team, collaborates with the RVPCO
• to manage the recruitment and hiring of all providers.
• ACOD responsible for understanding staffing needs in their centers and to
• report to RVPCO upcoming need for new staff and type.
• In collaboration with the provider scheduler, develop, monitor, and maintain
• physician staffing schedules to ensure coverage of the centers for all hours
• of operation.
• With the RVPCO, address provider performance concerns and implement
• corrective action when necessary.
• Ensure proper notification and collaboration with Human Resources team for
• any provider complaints related to workplace conduct, policy, and procedure
• violations, etc.
• Be a resource for and respond to provider questions and concerns.
• Supports and enhances provider satisfaction.

06Communication

• Provides regular written and/ or verbal communication to the Medical Staff
• Organization relating to new initiatives, goals, and company directives
• consistent with direction from senior leadership and RVPCO.
• Notifies RVPCO immediately of any clinically significant poor patient
• outcomes or legal notices / demands of the Medical Staff.

07Health System

• ACOD measures, reviews, and reports health system quality metrics
• Maintains a positive professional relationship with our health system
• partner.
• ACOD responsible for measuring, reporting, and maintaining referral patterns
• within the health system and working collaboratively with our health system
• partner to ensure best practices to support the CIN.
• Qualifications and Required Skills:
• MD, DO, PA-C, NP candidates will be considered for the role
• Current unrestricted license to practice medicine in the state of South
• Carolina
• Building and leading high-performance teams
• Exceptional communication skills.
• Performance management (annual performance, evaluations, coaching, mentoring,
• and progressive disciplinary actions)
• Verbal, written and presentation skills across varying professional levels
• (patients, providers, clinical staff, senior leadership)
• Managing competing priorities
• Building and maintaining cross-functional relationships
• Well organized, focus on accuracy, and attention to detail.
• Self-starter, able to work independently as well as with others.
• 5+ years of experience with WellStreet or equivalent urgent care or Emergency
• Medicine experience.
• WellStreet Urgent Care is committed to providing the highest quality patient and

customer care. In addition to the above requirements, WellStreet is looking for

team members with the following qualities:

• A positive attitude toward patients, families, and coworkers.
• Willingness at all times to go the extra mile to create an outstanding
• experience for customers and to train and lead the center team to do the
• same.
• A desire to work in concert with others in an upbeat and supportive
• atmosphere while reinforcing the WellStreet mission to provide uncompromising
• service.
• A compelling desire to serve others, improve your community’s health, and
• have fun every day.