Manager, regional operations

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Job Summary

The Manager, Regional Operations (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).

Job Location

St. Louis MO Region

Qualifications

Education Required:

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

Licenses / Certifications Required:

Valid state driver’s license; reliable transportation and ability to travel regularly across an assigned geographic portfolio of 30+ centers within the ST. Louis region.

Work Experience Required:

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 Qualifications, Education, Licenses, Certifications, Experience, etc.:

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

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

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.

GoHealth Core Values

GoHealth’s Core Values, listed below, are essential functions of this position:

• 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.

GoHealth Leadership Principles

GoHealth’s Leadership Principles, listed below, are essential functions for this position:

• Create Shared Purpose: Breathe life into our vision and mission. Speak to our future and create a line of sight for our team members. Set goals and communicate a plan of action. Empower others to deliver.
• Inspire and Motivate: Celebrate and share success. Grow and develop our team members. Provide direct feedback that enables others to reach their potential. Identify when to lead and embrace the opportunity to follow.
• Plan, Execute, Adapt and Deliver: Leverage analytics and experience to make better decisions. Possess a bias towards action and manage risk. Be agile, pragmatic and adjust. Identify, acknowledge, plan, implement and follow-up.

Additional Requirements

Office Environment:

Tasks may be conducted within a climate-controlled office setting.

Travel:

Frequent travel is within an assigned geographic region to support operations across multiple locations, including urgent care centers, partner sites, company meetings, and occasional overnight travel. Estimated travel requirement is 50% but may change due to business need. Reliable transportation and a valid driver's license are.

Safety Equipment:

May require the use of safety equipment for infection prevention.

Physical:

This role will require the extended use of screens/computers & office equipment. This role requires the ability to perform a range of physical activities throughout a shift, including: General Stand, walk, sit frequently Motion Bend, squat and reach frequently Lifting / Carrying Lift/Carry up to 50 pounds occasionally. Pushing / Pulling Push/pull up to 50 pounds occasionally. Sitting/Standing: Sit and stand for long periods of time constantly.

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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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