Manager, Regional Operations

GoHealth Urgent Care•Noblesville, IN

2d•Hybrid

About The Position

This role is responsible for the P&L of assigned centers within a region, including appropriate staffing levels for Medical Assistants, Radiology Technologists, and other center operations staff. The position ensures the proper development of a talent pipeline, collaborates with talent acquisition for strategic hiring, and manages team activities such as staffing, training, performance evaluations, and time-off requests. The Manager is accountable for achieving and exceeding budget targets by managing operational expenses, optimizing staff productivity, and monitoring overtime. Maintaining strict confidentiality of patient and team member data is crucial. The role also involves ensuring accurate and timely payroll processing and scheduling. The Manager is responsible for revenue and volume targets, establishing a positive community presence through partnerships with Marketing and Business Development teams, and overseeing site maintenance and vendor relationships. They will prioritize work activities, develop guidelines, and implement center operation policies and procedures. Performance management across designated centers and regions, including bi-monthly KPI meetings and metric improvement discussions with leadership, is a key responsibility. Ensuring high-quality patient care and addressing escalated customer service concerns are also vital. The Manager is tasked with building an effective team of Team Leaders, providing coaching and support, and fostering a positive culture. They will support cross-market initiatives, share best practices, develop training plans, and manage market-wide initiatives, including project management and outcome assessment. Other duties may be assigned.

Requirements

Responsible for P&L of assigned centers within a region including appropriate staffing levels for Medical Assistants, Radiology Technologists, and other center operations staff; includes, but not limited to oversight and primary responsibility for the staffing model and scheduling.
Ensure proper development of talent pipeline, in collaboration with talent acquisition, to interview and strategically hire new team members to increase quality of hire and provide appropriate staffing options for each assigned center.
Responsible for team management activities, including but not limited to staffing, training, performance evaluations, tracking and approving timecards and time-off request, etc.
Responsible for achieving and exceeding budget targets for each assigned center and region by managing and reducing operational expenses, achieving maximum staff productivity and monitoring team member overtime goals.
Maintain strict confidentiality for EMR, medical records and other patient and team member data, as required per compliance and regulatory rules and expectations.
Ensures payroll is processed accurately and timely and ensure scheduling is accurate for the assigned market area.
Responsible for revenue and volume targets for each assigned center and region and to establish a positive community presence
Work in partnership with the Marketing team to maximize marketing effort/spend and increase visibility and a positive community presence for the centers.
Build and maintain visibility in the community; identify outreach possibilities and partner with the Marketing and Business Development teams to drive volume and establish a positive community profile for the centers in the market and identify local business opportunities that will support the referral base.
Oversee site maintenance and ensure the centers have access to the appropriate resources; manage vendor/supplier relationships and may be required to review and approve supply orders as needed.
Prioritize work activities and develop guidelines and implement center operation policies and procedures.
Manages performance across all designated centers and region report out bi-monthly KPI meetings with market leadership, and direct with Team Leaders, clinical leadership on metric improvement.
Ensure high quality patient care is provided; follow up with patients escalated customer service regarding quality of care concerns.
Responsible for building an effective team of Team Leaders within the market; responsible for coaching and supporting Team Leaders, including identifying strengths and areas for development, and fostering a nurturing environment that strengthens the GoHealth Urgent Care culture
Enhances market operations by supporting all cross-market initiatives; provide guidance and best practices, ensure timelines are met, and develop and implement cross market processes and procedures.
Collaborate with other markets to collect information, share best practices across markets, develop training plans, and capture data to track and monitor progress.
Responsible for managing market-wide initiatives, including project management and outcome assessment.

Nice To Haves

May require the use of safety equipment for infection prevention.

Responsibilities

Responsible for P&L of assigned centers within a region including appropriate staffing levels for Medical Assistants, Radiology Technologists, and other center operations staff; includes, but not limited to oversight and primary responsibility for the staffing model and scheduling.
Ensure proper development of talent pipeline, in collaboration with talent acquisition, to interview and strategically hire new team members to increase quality of hire and provide appropriate staffing options for each assigned center.
Responsible for team management activities, including but not limited to staffing, training, performance evaluations, tracking and approving timecards and time-off request, etc.
Responsible for achieving and exceeding budget targets for each assigned center and region by managing and reducing operational expenses, achieving maximum staff productivity and monitoring team member overtime goals.
Maintain strict confidentiality for EMR, medical records and other patient and team member data, as required per compliance and regulatory rules and expectations.
Ensures payroll is processed accurately and timely and ensure scheduling is accurate for the assigned market area.
Responsible for revenue and volume targets for each assigned center and region and to establish a positive community presence
Work in partnership with the Marketing team to maximize marketing effort/spend and increase visibility and a positive community presence for the centers.
Build and maintain visibility in the community; identify outreach possibilities and partner with the Marketing and Business Development teams to drive volume and establish a positive community profile for the centers in the market and identify local business opportunities that will support the referral base.
Oversee site maintenance and ensure the centers have access to the appropriate resources; manage vendor/supplier relationships and may be required to review and approve supply orders as needed.
Prioritize work activities and develop guidelines and implement center operation policies and procedures.
Manages performance across all designated centers and region report out bi-monthly KPI meetings with market leadership, and direct with Team Leaders, clinical leadership on metric improvement.
Ensure high quality patient care is provided; follow up with patients escalated customer service regarding quality of care concerns.
Responsible for building an effective team of Team Leaders within the market; responsible for coaching and supporting Team Leaders, including identifying strengths and areas for development, and fostering a nurturing environment that strengthens the GoHealth Urgent Care culture
Enhances market operations by supporting all cross-market initiatives; provide guidance and best practices, ensure timelines are met, and develop and implement cross market processes and procedures.
Collaborate with other markets to collect information, share best practices across markets, develop training plans, and capture data to track and monitor progress.
Responsible for managing market-wide initiatives, including project management and outcome assessment.
Other duties as assigned.