Job Description

Job Summary

Under limited supervision, this role will oversee the administrative and clinical needs of the regional group of urgent care practices (“Market”) as assigned. This role is responsible for the daily administrative/clinical operations and clinical staff to include Medical Assistants and Radiology Technicians at multiple locations within the assigned Market.

This role models and promotes our University of Maryland Medical System values and goals, serves as a liaison between practice and leadership, reviews, assesses, and problem-solves clinical/administrative operational issues for all locations within the assigned Market, travels between sites within their assigned Market as required and works collaboratively with senior leadership in meeting all operational goals.

Primary Responsibilities

Provide 10-15 bullets that outline the major responsibilities of the role. Begin each sentence with an action verb and spell out acronyms.

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

General Supervisory Duties

• Oversee administrative and clinical operations across one or more locations within assigned Market in coordination with the assigned senior leader.
• Ensure proper staffing, approve time off, and coordinate schedules to support office coverage.
• Implement standardized procedures and processes to improve practice efficiency.
• Educate staff and support implementation of organizational policies and procedures.
• Assist with personnel actions including hiring, training, performance monitoring, disciplinary actions, and documentation under guidance of the assigned senior leader.
• Conduct probationary and annual performance reviews; provide continuous coaching and feedback under the guidance of the assigned senior leader.
• Investigate and resolve patient complaints in a timely and professional manner.
• Investigate and resolve patient billing issues as escalated by the CBO Team.
• Work with CBO Team and Operations to reduce registration and billing errors.
• Manage property, equipment, and office supply inventory.
• Maintain compliance with privacy and security standards for patient and staff information.
• Demonstrate flexibility and adaptability to ensure efficient daily operations.
• Promote a positive, respectful, and professional environment for patients, families, staff, providers, and visitors.
• Participate in an on-call rotation and meetings as required.

Front Office Administrative & Clinical Responsibilities

• Serve as a point of contact for patient questions, concerns, and escalations.
• Communicate effectively with patients, providers, pharmacies, labs, and ancillary services.
• Identify and address administrative or clinical concerns independently, escalating to the assigned senior leader as needed.
• Ensure organization and efficiency in front office and clinical workflows.
• Perform administrative/clinical duties as needed during staff shortages (e.g., phones, registration, charting, scheduling, patient rooming).
• Oversee safety and daily clinical operations across assigned Market.
• Order and manage clinical supply inventory.
• Manage incoming test results issues and ensure timely patient notification and resolution.
• Recommend and implement process improvements for safety, compliance, and efficiency; participate in root cause analyses (RCAs).
• Maintain facility regulatory compliance per UCA guidelines.
• Provide coverage across both administrative and clinical functions when needed as applicable.
• Perform other duties as assigned.

Qualifications

Education & Experience - Required

Provide the minimum required education that includes the discipline(s). Provide the minimum year(s) and type(s) of experience required (do not use a range). Provide required certifications and/or licensures.

• High School diploma or equivalent required.
• Three (3) years of supervisory or lead experience required.
• Current BLS certification or obtained prior to providing direct patient care required.
• Valid Maryland driver’s license and registration is required.

Education & Experience - Preferred

Provide the preferred education that includes the discipline(s). Provide the preferred year(s) and type(s) of experience (do not use a range). Provide preferred certifications and/or licensures.

• Graduation from an accredited Medical Assistant or Licensed Practical Nurse Program preferred.
• Current certification as a Clinical Medical Assistant preferred; if LPN, current license as a Licensed Practical Nurse in the state of Maryland preferred.
• Three (3) years of practical experience preferred.

Knowledge, Skills, & Abilities

Provide 10-12 qualifications, skills, and attributes required for the role.

• Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population served.
• Highly effective verbal and written communication skills are required to interact with patients and their families, departmental units, and all levels of staff on essential matters.
• Demonstrated ability to supervise, monitor daily work activities, evaluate, training, and motivate performance of staff
• Strong critical thinking, organizational, and problem-solving skills
• Ability to supervise team members in a far and consistent manner
• Remains updated on organization required trainings
• Prior experience and demonstrated competence with patient information systems
• Updated immunizations as recommended per practice area.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation:

• Pay Range: $31.78 - $44.50
• Other Compensation (if applicable):
• Review the 2025-2026 UMMS Benefits Guide