Regional Manager of Operations
Full Time • Marlborough
Department: Corporate Operations
Supervises: Center Administrators, Center Administrator 2
FLSA Status: Exempt
Reports To: Senior Director of Operations
Date Completed: 5/22/2025
General Position Description: The Regional Manager of Operations is a hands-on, strategic leader responsible for overseeing an assigned area of urgent care centers and directly managing the Center Administrators who operate them. This role plays a key part in cultivating strong, effective leadership at each center, ensuring alignment with organizational priorities and performance standards. The successful candidate will drive operational excellence, deliver exceptional patient care and customer service, and implement scalable improvements to meet the demands of a growing healthcare organization. Additionally, this leader will champion continuous clinical quality initiatives and provide ongoing support, communication, and development to their leadership team, fostering a culture of accountability, consistency, and high performance across all sites
Core Responsibilities:
• Exhibits a positive, energetic, and contagious work ethic that fosters a motivating team environment.
• Communicates clearly and effectively in both verbal and written formats, tailoring messages to meet the needs of diverse audiences.
• Demonstrates strong collaboration skills by offering meaningful input, supporting team efforts, and consistently honoring commitments.
• Thrives in a fast-paced, dynamic environment, approaching challenges with enthusiasm, resilience, and adaptability.
• Maintains a results-driven mindset, setting clear goals, maintaining focus, and delivering outcomes aligned with organizational success.
• Upholds the highest standards of business ethics and compliance, consistently modeling integrity and accountability. Leadership Responsibilities:
• Provides clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement.
• Maintains perseverance to drive and sustain the changes that occur at American Family Care, while being resilient and flexible, and inspiring and motivating the team.
• Constantly communicates to the team, is open to opinions and feedback from team members and follows through on commitments.
• Partners with Physicians and APP’s to assist with day-to-day operational needs • Creates a work environment in which people can perform to the best of their abilities.
Qualifications:
• Bachelor’s degree in healthcare administration, business, or related field preferred; equivalent years of leadership experience may be considered
• Five or more years of multi-site leadership experience in a healthcare setting required; urgent care or immediate care experience strongly preferred.
• Proven experience leading and developing people leaders, with a demonstrated ability to build high-performing teams across multiple locations.
• Strong financial acumen with experience managing budgets and P&L accountability in a healthcare setting required.
• Strong working knowledge of payroll, staff scheduling, and workforce planning.
• Excellent interpersonal and communication skills, with the ability to coach and support both leaders and frontline staff.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a proactive and positive attitude.
• Experience supporting leadership in planning, executing, and monitoring quality control and performance improvement initiatives.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Visio, MS Project, PowerPoint, SharePoint), Smartsheet, and document/workflow management tools Working Relationships:
• Center-Level Field Team Members: Includes Center Administrators, Medical Assistants, Medical Receptionists, XRay Technicians, Physicians, and Advanced Practice Providers (APPs).
• AFC Support Center Team: Collaboration with corporate and regional support functions/departments.
• Vendors and External Partners: Manage and maintain relationships with relevant vendors and partners, as applicable to center operations Principal Duties and Responsibilities:
• Plans, directs, and takes full ownership of the daily operations of an assigned group of 8–10 urgent care centers within a defined market.
• Builds and sustains high-performing teams with strong morale by actively engaging, recognizing achievements, and addressing performance issues promptly and effectively.
• Ensures safety, regulatory compliance, and quality standards are met through regular operational and clinical audits across all assigned locations.
• Drives performance against established key performance indicators (KPIs) and ensures strong P&L outcomes.
• Provides operational oversight and leadership to center-level teams, including direct supervision and development of Center Administrators.
• Participates in core management functions such as interviewing and hiring Center Administrators and field-level team members.
• Addresses performance concerns through disciplinary actions, coaching, and formal performance evaluations.
• Manages patient escalations and visitor complaints professionally; provides actionable feedback and follow-up training to Center Administrators while recognizing strong performance.
• Leads the implementation of initiatives to improve operational workflows, staff retention, and employee engagement.
• Oversees scheduling practices by ensuring Center Administrators and workforce management create accurate, volume-based monthly schedules that ensure adequate staffing and business continuity.
• Maintains oversight of center environments to ensure they are clean, orderly, and compliant with company policy and accrediting standards.
• Collaborates closely with Directors of Operations, clinic-level leaders, and support center departments to ensure seamless operations and a consistently high standard of service delivery.
• Maintains strict confidentiality of patients, employees, and business information in compliance with HIPAA and internal policies; ensures team adherence through consistent monitoring and training
Working Conditions
• Travel: Requires approximately 80% travel within the assigned region or market to support clinic operations and leadership oversight.
• Work Environment: This position primarily operates in a clinical setting, involving frequent interaction with patients, providers, and healthcare staff.
• Physical Demands: Must be able to stand for extended periods; occasional walking, bending, and lifting may be required in support of center-level operations
Supervises: Center Administrators, Center Administrator 2
FLSA Status: Exempt
Reports To: Senior Director of Operations
Date Completed: 5/22/2025
General Position Description: The Regional Manager of Operations is a hands-on, strategic leader responsible for overseeing an assigned area of urgent care centers and directly managing the Center Administrators who operate them. This role plays a key part in cultivating strong, effective leadership at each center, ensuring alignment with organizational priorities and performance standards. The successful candidate will drive operational excellence, deliver exceptional patient care and customer service, and implement scalable improvements to meet the demands of a growing healthcare organization. Additionally, this leader will champion continuous clinical quality initiatives and provide ongoing support, communication, and development to their leadership team, fostering a culture of accountability, consistency, and high performance across all sites
Core Responsibilities:
• Exhibits a positive, energetic, and contagious work ethic that fosters a motivating team environment.
• Communicates clearly and effectively in both verbal and written formats, tailoring messages to meet the needs of diverse audiences.
• Demonstrates strong collaboration skills by offering meaningful input, supporting team efforts, and consistently honoring commitments.
• Thrives in a fast-paced, dynamic environment, approaching challenges with enthusiasm, resilience, and adaptability.
• Maintains a results-driven mindset, setting clear goals, maintaining focus, and delivering outcomes aligned with organizational success.
• Upholds the highest standards of business ethics and compliance, consistently modeling integrity and accountability. Leadership Responsibilities:
• Provides clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement.
• Maintains perseverance to drive and sustain the changes that occur at American Family Care, while being resilient and flexible, and inspiring and motivating the team.
• Constantly communicates to the team, is open to opinions and feedback from team members and follows through on commitments.
• Partners with Physicians and APP’s to assist with day-to-day operational needs • Creates a work environment in which people can perform to the best of their abilities.
Qualifications:
• Bachelor’s degree in healthcare administration, business, or related field preferred; equivalent years of leadership experience may be considered
• Five or more years of multi-site leadership experience in a healthcare setting required; urgent care or immediate care experience strongly preferred.
• Proven experience leading and developing people leaders, with a demonstrated ability to build high-performing teams across multiple locations.
• Strong financial acumen with experience managing budgets and P&L accountability in a healthcare setting required.
• Strong working knowledge of payroll, staff scheduling, and workforce planning.
• Excellent interpersonal and communication skills, with the ability to coach and support both leaders and frontline staff.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a proactive and positive attitude.
• Experience supporting leadership in planning, executing, and monitoring quality control and performance improvement initiatives.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Visio, MS Project, PowerPoint, SharePoint), Smartsheet, and document/workflow management tools Working Relationships:
• Center-Level Field Team Members: Includes Center Administrators, Medical Assistants, Medical Receptionists, XRay Technicians, Physicians, and Advanced Practice Providers (APPs).
• AFC Support Center Team: Collaboration with corporate and regional support functions/departments.
• Vendors and External Partners: Manage and maintain relationships with relevant vendors and partners, as applicable to center operations Principal Duties and Responsibilities:
• Plans, directs, and takes full ownership of the daily operations of an assigned group of 8–10 urgent care centers within a defined market.
• Builds and sustains high-performing teams with strong morale by actively engaging, recognizing achievements, and addressing performance issues promptly and effectively.
• Ensures safety, regulatory compliance, and quality standards are met through regular operational and clinical audits across all assigned locations.
• Drives performance against established key performance indicators (KPIs) and ensures strong P&L outcomes.
• Provides operational oversight and leadership to center-level teams, including direct supervision and development of Center Administrators.
• Participates in core management functions such as interviewing and hiring Center Administrators and field-level team members.
• Addresses performance concerns through disciplinary actions, coaching, and formal performance evaluations.
• Manages patient escalations and visitor complaints professionally; provides actionable feedback and follow-up training to Center Administrators while recognizing strong performance.
• Leads the implementation of initiatives to improve operational workflows, staff retention, and employee engagement.
• Oversees scheduling practices by ensuring Center Administrators and workforce management create accurate, volume-based monthly schedules that ensure adequate staffing and business continuity.
• Maintains oversight of center environments to ensure they are clean, orderly, and compliant with company policy and accrediting standards.
• Collaborates closely with Directors of Operations, clinic-level leaders, and support center departments to ensure seamless operations and a consistently high standard of service delivery.
• Maintains strict confidentiality of patients, employees, and business information in compliance with HIPAA and internal policies; ensures team adherence through consistent monitoring and training
Working Conditions
• Travel: Requires approximately 80% travel within the assigned region or market to support clinic operations and leadership oversight.
• Work Environment: This position primarily operates in a clinical setting, involving frequent interaction with patients, providers, and healthcare staff.
• Physical Demands: Must be able to stand for extended periods; occasional walking, bending, and lifting may be required in support of center-level operations
PS: It’s All About You!
American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.
If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.
Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.
We are an Equal Opportunity Employer.
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