The Manager’s Playbook: Lessons Learned in Urgent Care Leadership

Each episode features insightful conversations with experienced managers who have faced and overcome the same challenges you encounter. They share valuable lessons and practical advice to help you navigate your managerial journey. 

Audience: New managers looking to enhance their leadership skills and tackle common managerial issues. 

27 episodes (15-20 minutes each) 

Episodes: Section 1: Leadership Fundamentals and Issues All New Managers Face 

1. Crucial differences between being the leader and being the “boss” 
2. The challenges facing leadership today 
3. How to acquire a supervisor’s mindset and image 
4. Tips for avoiding the problems that come from supervising friends and former co-workers 
5. The most common mistakes even seasoned supervisors make and how to avoid them 
6. How to build on the leadership strengths you’ve identified and shore up your weaknesses 

Section 2: Communication Techniques Every Manager Should Know 

1. Tips for turning chronic complainers into satisfied employees 
2. Tools for combating a variety of attitude problems 
3. The best approach for dealing with argumentative and combative people 
4. The secret to giving crystal clear directions that are understood, the first time 
5. Active listening techniques that ensure you’ll hear what’s really being said 
6. Proven techniques for appearing calm and in control when you’re feeling anything but 
7. Pointers for speaking more powerfully and confidently in meetings 
8. Coaching and candor with your team 

Section 3: Managing Your Time, Priorities and Projects 

1. Tips for saving tons of time using email, text, and voicemail 
2. Prioritizing techniques that save the day when everything on your desk is “urgent” 
3. Learning how to say “no” in a professional manner 
4. Guidelines for tracking projects so nothing falls through the cracks 

Section 4: Building a Highly Motivated, High-Performance Team 

1. Giving feedback and boosting the morale of your team — whether on-site or virtual 
2. How to ignite enthusiasm and gain buy-in for accomplishing goals 
3. Recognizing the crucial role, you play in driving your team’s effectiveness 
4. Understanding the stages of team development 
5. How to project confidence that inspires your team during times of change or transition 
6. Turning around difficult employees and eliminating problem behaviors 

Section 5: The Ugly Stuff 

1. How to deal with the bad odor employee and other hygiene issues 
2. Disciplining the employee everyone likes 
3. The employee that says, “That’s not in my job description.” 

Interviewer: 

Melodie Turk, MHA, Senior Director of Operations, Learning Experience, Urgent Care Association 

Interviewees: 

Iqra Shahid, PA-C, Medrite Urgent Care 

Stephanie Bond, Practice Administrator, Intermountain Healthcare 

Jodi Strock, Administrator, Physicians Urgent Care 

Cathy Reed, Executive Director, Cooley Dickinson Hospital 

Sarah Stitely, Director, Lexington Medical Center 

Alicia Wise, Administrative Director, Pardee UNC Health Care 

Lisa Bishop, Vice President, Training and Clinical Development, Premier Health 

Courtney Davis, VP, Next Level Urgent Care 

April Gillam, Head of Industry Strategy & Consulting, Solv 

Marley Haus, Program Manager of Learning Experience, Urgent Care Association 

Shalini Thomas, Regional Vice President, Next Level Urgent Care 

Rachael Byers, VP of Marketing and Patient Engagement 

Megan Fontenot, Director of Operations, UC Health Urgent Care