Territory manager - urgent care

Description

Directly supports and leads approximately 6 to 10 clinics within an assigned territory, partnering with Clinic Leads, providers, and support teams to drive operational excellence, workforce effectiveness, patient experience, and financial performance. This role provides leadership oversight across multiple locations and serves as the primary operational liaison between field operations and organizational leadership.

Position Summary

The Territory Manager is responsible for achieving operational, financial, people, and patient experience outcomes across a defined territory of approximately 6-10 clinics. This role provides strategic and operational leadership through direct partnership with Clinic Leads and providers to ensure consistency, accountability, workforce engagement, and execution of organizational priorities.

The Territory Manager serves as a culture champion and change leader, balancing daily operational execution with long-term business objectives. Success in this role requires strong leadership capabilities in multi-site management, talent development, process improvement, change leadership, and business performance management.

Core Leadership Competencies

Operational Execution

Effectively translates organizational priorities into consistent execution across all assigned clinics.

Key Responsibilities

• Drives accountability for operational standards and performance expectations.
• Ensures consistent implementation of policies, workflows, and clinical service standards.
• Monitors operational performance metrics and develops action plans to address performance gaps.
• Maintains regular visibility within assigned clinics to evaluate performance, support teams, and reinforce expectations.
• Partners with Clinic Leads to improve patient flow, staffing efficiency, and operational readiness.

Multi-Site Leadership

Provides strategic oversight and leadership across a territory of 6-10 clinic locations.

Key Responsibilities

• Creates alignment across multiple clinics while maintaining a consistent patient and employee experience.
• Builds strong working relationships with Clinic Leads, providers, and support departments.
• Shares best practices between clinics and identifies opportunities for operational consistency.
• Facilitates communication and collaboration across locations and departments.
• Ensures organizational initiatives are implemented consistently across all sites.

Talent Development

Develops leaders and future talent pipelines across the territory.

Key Responsibilities

• Coaches Clinic Leads and high-potential employees to improve performance and leadership effectiveness.
• Supports succession planning efforts and identifies opportunities for employee growth and development.
• Provides ongoing feedback and creates development plans for leadership talent.
• Partners with Human Resources and Learning & Development to strengthen workforce capability.
• Ensures effective onboarding and leadership development for new leaders.

Process Improvement

Leads continuous improvement efforts to enhance efficiency, quality, and patient experience.

Key Responsibilities

• Analyzes workflows, operational data, and performance trends to identify improvement opportunities.
• Implements process improvement initiatives that increase productivity and operational effectiveness.
• Standardizes best practices across clinics.
• Utilizes data and root-cause analysis to solve operational challenges.
• Drives sustainable improvements that positively impact patient outcomes and team performance.

Change Management

Successfully leads teams through organizational growth and change initiatives.

Key Responsibilities

• Communicates organizational changes clearly and effectively.
• Creates engagement and buy-in around new initiatives, workflows, and programs.
• Anticipates resistance and develops strategies to improve adoption.
• Supports clinic teams through periods of transformation and growth.
• Monitors implementation progress and ensures change initiatives achieve desired outcomes.

Business Results

Accountable for achieving operational and financial objectives across the territory.

Key Responsibilities

• Reviews territory performance metrics, including patient experience, productivity, labor management, quality outcomes, and financial performance.
• Develops and executes action plans to achieve established business goals.
• Partners with Clinic Leads to improve clinic-level performance and operational efficiency.
• Maintains accountability for territory-level KPI achievement.
• Uses data to drive decision-making and improve organizational performance.

Key Metrics May Include

• Patient satisfaction
• Clinic productivity
• Labor management
• Revenue growth
• EBITDA performance
• Quality outcomes
• Employee retention
• Leadership bench strength

Culture Leadership

Creates a high-performance culture that aligns with organizational values and expectations.

Key Responsibilities

• Serves as a visible role model for organizational values and expected leadership behaviors.
• Promotes employee engagement and fosters a positive work environment.
• Addresses employee concerns proactively and consistently.
• Builds trust, accountability, and collaboration across the territory.
• Recognizes and celebrates team and individual achievements.

Education & Experience

Required

• Bachelor's degree in Healthcare Administration, Business Administration, Management, or related field preferred.
• Minimum 5 years of progressive leadership experience in healthcare operations.
• Minimum 3 years of multi-site leadership experience preferred.
• Demonstrated success leading teams, achieving business results, and developing leaders.
• Strong knowledge of operational metrics, financial performance management, and workforce planning.
• Experience leading organizational change initiatives.

Success Profile

A successful Territory Manager consistently demonstrates:

• Operational Execution
• Multi-Site Leadership
• Talent Development
• Process Improvement
• Change Leadership
• Business Acumen & Results Orientation
• Culture Leadership
• Coaching & Accountability
• Enterprise Thinking

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