Manager, Regional Operations - Livonia, MI
Description
At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.
GoHealth Urgent Care is seeking motivated and customer-focused Regional Operations Manager responsible for all operations for assigned Urgent Care Center(s) including staffing, financial, clinical and administrative performance to achieve maximum performance and expense control. Works directly with leadership, providers, clinic team members, corporate resources and partners to achieve high quality care, exceptional service and financial goals.
JOB REQUIREMENTS
Education
• High School Diploma or Equivalent
• Bachelor's Degree in a related discipline preferred
Work Experience
- 3+ years of operations management experience required
- 4+ years of management experience in a medical or healthcare environment preferred
- 2+ years experience managing multiple sites preferred.
Required Licenses/Certifications
• Current state Driver’s License
ESSENTIAL FUNCTIONS
- 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