A Day in the Life of a Health Center Manager: Creating Positive Member and Provider Experiences

For a busy wellness center serving employees and their families, it’s crucial to keep schedules on track and ensure members and providers enjoy a seamless, efficient, and satisfying experience. At the forefront of this mission are health center managers (HCMs), who play a crucial role in orchestrating the day-to-day operations of onsite and nearsite health centers.

Sarah Margrave MSN, RN, COHN-S, CHWC, a former Navy nurse with experience in post-operation care and occupational health, joined Premise Health as an onsite wellness center manager before becoming the group health center manager for the Smyrna and Tyrone, Georgia nearsite wellness centers.

She began her nursing career after receiving a flyer about student loan repayment and joined the Navy, with her first assignment in Pensacola, Florida on the medical-surgical floor. She later managed a clinic in King’s Bay, Georgia and earned her board certification in occupational health nursing. At Premise Health, Sarah combines her clinical and management skills, emphasizing member engagement to ensure better health outcomes by building awareness and encouraging utilization of available services.

Sarah joined us to discuss how she leverages her background as a clinician and her philosophy on caring for others to create exceptional experiences for both members and providers at her sites.

What are the key responsibilities of a health center manager?

A health center manager’s day is anything but predictable. My primary responsibility is to ensure everything runs smoothly for both staff and patients. This means checking in with my team each morning to identify and address any immediate needs. If a nurse or medical assistant calls out, that means that I’m the RN or the MA for that day.

Beyond supporting my team, my duties include attending meetings, running reports for clients or leadership, working on member engagement plans, conducting site assessments, and updating policies and procedures. Flexibility is key because you never know what the day will hold.

How does a health center manager make members’ experiences better?

Engaging with members is a big part of what I do. At onsite centers, I got to interact directly with clients and take part in various member engagement programs and initiatives. This might involve attending town halls, organizing webinars, creating flyers, or even doing events like blood pressure screenings.

In May 2023, we had a big event at my last site. Even though many employees were still working remote, around 200 people showed up in person for this town hall. I’m a nurse, not a public speaker, so I was pretty nervous about it, but it went well. I was able to chat for 15 minutes about our services, and most people were surprised to learn there was a health center downstairs. Some had been working in the building for eight to 10 years and didn’t know we’ve been there for 10 years! The big thing about that site was that behavioral health as well as nutrition services were free, and that was a huge light bulb moment for many people.

At shared nearsite centers, the approach is slightly different as we serve multiple clients. While I still engage members through flyers and webinars, the focus is on maintaining a strategic calendar and ensuring all clients benefit equally from our services. All these activities help boost utilization and make sure members know about the services available to them.

What is your personal philosophy for interacting with members?

When I was in nursing school, we learned that most patients you see, mainly those coming in because they are sick, aren’t going to be at their best, so they may be short with you or hard to please. It’s important to not take it personally as they are just not feeling great.

So, I treat all my patients like they’re my kid or my momma. I want to make sure our members are getting the care that I would want my mom or kiddos to get if they’re not feeling their best. Listening to their needs and creating personalized care plans is crucial to ensuring they receive the best possible care. You’re helping them in any way possible and treating them as your family.

How can a health center manager make sure providers have a great experience?

If you have team members who aren’t happy or who are in conflict, patients feel that and they might not come back as a result.

It’s important to maintain open communication among the staff. We hold daily huddles to discuss what’s going well, what needs improvement, and to give shout outs for exceptional work. Celebrating birthdays and work anniversaries with personalized gifts also fosters a sense of community and appreciation.

Having a healthy team environment is super important for so many reasons. As the HCM, you’re basically the glue that keeps everyone together. One of your main tasks is making sure everyone feels and knows they are valued. It’s all about fostering an environment of growth and team cohesiveness.

What do you wish members knew about the services provided at onsite or nearsite wellness centers?

I wish every employee knew the full range of services we offer and how accessible they are. Our centers are designed to provide timely care, often with same-day or next-day appointments. We also offer virtual health options, so members can receive care from the comfort of their homes. Knowing and utilizing these services can significantly improve their health and well-being.

We had a member whose job was extremely stressful, and his health was deteriorating. Our provider recognized the need for a break and recommended medication and behavioral health support. Working together and utilizing the interdisciplinary care model that is unique to Premise Health Wellness Centers, the providers were able to create a plan that significantly improved his well-being, highlighting the importance of provider collaboration in achieving positive health outcomes.

Build a Care Team Your Members Trust

Health center managers play a crucial role in the success of onsite and nearsite wellness centers. They juggle administrative tasks with patient care, create a supportive environment for providers, and connect with members effectively, making them key to delivering top-notch healthcare services. When members tap into the resources available at these centers, they can enjoy better health outcomes and a more satisfying healthcare experience.

Ready to bring amazing member experiences to your people? Get in touch today to learn more about adding an onsite or nearsite wellness center to your workplace benefits.