Manager, Regional Operations

You’re more valuable than ever – And that’s just how we’ll make you feel.

Summary

The Regional Operations Manager (ROM) is a dynamic and strategic leader responsible for overseeing the operational, financial, and clinical performance of multiple urgent care centers within a defined geographic region. This role ensures the delivery of high-quality patient care, exceptional service, and strong financial results through effective leadership, center management, and full P&L ownership.

The ROM drives operational excellence by aligning center performance with organizational goals, fostering a culture of accountability, and leading cross-functional teams to achieve sustainable growth and efficiency. A key focus of this role is leading large center staff teams ensuring high performance through coaching, development, and partnership with the People Team (HR).

Essential Duties and Responsibilities

P&L Ownership & Financial Performance

· Full accountability for the profit and loss of assigned centers, including budgeting, forecasting, and expense management.

· Achieve and exceed budget targets by optimizing staffing models, reducing operational expenses, and maximizing productivity.

· Monitor and manage overtime, payroll accuracy, and scheduling to ensure financial efficiency.

Center Operations & Staffing

· Oversee daily operations across multiple centers, ensuring compliance with healthcare regulations and internal policies.

· Develop and maintain appropriate staffing levels for Medical Assistants, Radiologic Technologists, and other operational roles.

· Ensure accurate and timely payroll processing and scheduling across the region.

People Leadership & Performance Management

· Lead and manage large teams of center staff (e.g. PCCs, MAs, RTs, and Team Leaders) across multiple centers, fostering a culture of accountability, engagement, and excellence.

· Conduct regular performance reviews, coaching conversations, and development planning in partnership with the People Team.

· Address performance issues constructively and consistently, ensuring alignment with organizational standards and values.

· Promote a positive work environment that supports retention, recognition, and career growth.

Talent Acquisition & Development

· Partner with Talent Acquisition and HR to build a robust talent pipeline and strategically hire high-quality candidates.

· Lead team management activities including onboarding, training, performance evaluations, and timecard approvals.

· Identify high-potential team members and support succession planning and leadership development.

Community Engagement & Marketing

· Establish and maintain a strong community presence for each center, identifying outreach opportunities and local partnerships.

· Collaborate with Marketing and Business Development to drive volume, increase visibility, and enhance brand reputation.

Quality & Compliance

· Ensure high-quality patient care and follow up on escalated customer service concerns.

· Maintain strict confidentiality of EMR, medical records, and team member data in accordance with compliance standards.

· Oversee site maintenance and vendor relationships to ensure operational readiness and resource availability.

Strategic Planning & Collaboration

· Lead and support market initiatives, sharing best practices and developing standardized processes.

· Manage market-wide projects, including implementation, tracking, and outcome assessment.

· Conduct regular KPI reviews with market leadership and clinical teams to drive performance improvements.

Policy & Procedure Implementation

· Develop and implement operational policies and procedures to ensure consistency and efficiency across centers.

· Prioritize work activities and establish guidelines that align with organizational goals and regulatory requirements.

Qualifications

Required:

· Bachelor’s degree (i.e. Healthcare Administration, Business, or related field)

· 3+ years of multi-site operations management experience in healthcare, retail healthcare, or urgent care.

· Proven track record of P&L ownership and driving financial performance.

· Experience leading large, cross-functional teams including clinical and administrative staff.

· Demonstrated success in performance management and employee development.

Preferred:

· Masters degree (i.e. Healthcare Administration, Business, or related field)

· 5+ years of multi-site operations management experience in healthcare, retail healthcare, or urgent care

Licenses & Certifications:

· Valid state driver’s license; ability to travel regularly within the region.

Knowledge, Skills, and Abilities

· Strategic thinking: Strong business acumen and financial literacy.

· Leadership and Team-building skills: Has a focus on coaching and development.

· Agility & Adaptability: The ability to manage complexity and prioritize in a fast-paced environment. Strong communication and interpersonal skills.

· Industry Expertise: Proficiency in healthcare compliance, EMR systems, and operational reporting tools.

· Data-driven decision-making: Leverages data to make decisions, metrics and results driven, has a continuous improvement mindset.

· Collaborative Partner: Takes a team-based approach to working with HR, Talent Acquisition, and other corporate partners.

· Commitment to Values: Demonstrates integrity, accountability, and alignment with the Company’s mission

GoHealth Core Values

· Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.

· Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.

· Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.

· Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.

· Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

Physical Requirements

· Ability to remain in a stationary position for extended periods in hybrid work environments

· Willingness to travel between facilities and remote locations as scheduled

General: Stand, walk, sit frequently

Motion: Bend, squat and reach frequently

Lifting / Carrying: Lift/Carry up to 50 pounds

Pushing / Pulling: Push/pull up to 50 pounds

Other: Sit and stand for long periods of time

Note: This job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national

origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.
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