Area Operations Manager in Groton

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Job DescriptionJob Description

The operations manager position manages real-time operations that facilitate the maximization of resources (human and automated) to achieve patient satisfaction, productivity, schedule adherence and economic goals. Energetic, organized individual who thrives in a fast-paced environment to oversee several of our locations. This position is responsible for all day-to-day operations of these sites, maximizing results through an enhanced patient journey, high quality of care, retention of the clinic staff, and providing a strong clinic culture to meet the needs of both patients and staff.

The successful candidate will have outpatient healthcare leadership experience with demonstrated success in hands-on problem-solving, and strategic thinking as well as demonstrated customer service and teamwork skills. The role will service our Branford, Clinton, Groton, and Norwich centers.

Regular travel to urgent care sites across applicable states is required. Being present in each center twice a week is expected. Mileage reimbursement provided from the designated home site. Standard hours are Monday through Friday, 8:00 AM to 4:00 PM, with flexibility for occasional evening, weekend and emergency support.

Specific Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The duties shall include, but not be limited to:

1. Leadership & Staff Management

• Supervise and support Shift Lead and Clinical Support Staff across all assigned urgent care locations.
• Foster a positive work culture that promotes teamwork, accountability, and professional development.
• Partner with HR to manage staffing levels, recruitment, onboarding, and performance evaluations.
• Address escalated personnel issues and implement corrective actions when needed.
• Ensure adherence to company policies and protocols at all sites.
• Facilitate regular team meetings to communicate updates and address concerns.

1. Operational Oversight

• Monitor daily operations to ensure efficient, safe, and effective clinic functioning.
• Oversee scheduling to ensure appropriate provider and staff coverage.
• Track and manage key performance indicators (KPIs), including patient volumes, wait times, and throughput.
• Identify and troubleshoot operational bottlenecks or barriers to care delivery.
• Ensure clinics are appropriately stocked and equipment is maintained.

1. Quality & Compliance

• Collaborate with the Training and Compliance Coordinator to ensure all staff are trained and compliant with clinical protocols and procedures.
• Monitor and ensure adherence to state, federal, and organizational regulatory standards.
• Participate in audits and inspections; implement corrective actions as needed.
• Lead initiatives for clinical quality improvement and process standardization across sites.
• Review incident reports and participate in root cause analyses when necessary.

1. Patient Experience

• Monitor and analyze patient satisfaction data and feedback across sites.
• Implement strategies to improve the patient experience, including wait time reduction, staff courtesy, and care coordination.
• Resolve escalated patient complaints promptly and professionally.
• Ensure that the physical environment of each clinic is clean, welcoming, and accessible.

1. Financial & Strategic Management

• Monitor budget performance for each clinic, controlling costs while maintaining quality care.
• Review revenue cycle metrics and collaborate with billing teams to optimize reimbursement.
• Identify opportunities to increase efficiency and profitability.
• Support implementation of strategic initiatives (e.g., new service lines, partnerships, or technology).

1. Collaboration & Communication

• Serve as the primary liaison between leadership and individual site teams.
• Work in tandem with the Training and Compliance Coordinator to ensure alignment between operations and training goals.
• Participate in leadership meetings and contribute to organizational planning and decision-making.
• Proactively offer suggestions and recommendations.
• Share best practices and operational insights with peers to foster regional consistency.
• Ensure timely follow-up, communicate effectively around any deadlines.

1. Competencies

• Strong attention to detail with the ability to critically think and problem-solve.
• Proven history of taking initiative and having a self-driven approach to determining what’s important to focus on.
• Intermediate knowledge of Microsoft applications (Word, Excel, Teams, PowerPoint, Outlook, OneNote).
• Ability to be flexible and adapt to change as a result of industry and organizational changes.
• Ability to establish relationships and engage with internal and external customers to achieve department and organizational objectives.
• Demonstrated verbal, written, and presentation skills.
• Strong leadership and decision-making skills
• Ability to manage teams and drive growth

• Strong customer service experience

Supervisory Responsibility

This position manages all employees of the department and is responsible for leadership, performance management and the hiring of the employees within its department.

Work Environment

This job operates in a professional urgent care/clinical setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work
This is a full-time position and standard hours are Monday through Friday, 8:00 AM to 4:00 PM, with flexibility for occasional evening, weekend and emergency support.

Travel

Travel is more than 50%; some out of the area travel and overnight may be expected.

Required Education and Experience

• High School Diploma or GED equivalent is required

• Bachelor's degree in statistics, operations management, business management or equivalent and 3+ years previous operations management experience, including forecasting, scheduling and real-time operations management
• Experience in operations or health care environment.
• Experience supervising, coaching and developing staff.

Education & Experience

• Working knowledge of urgent care industry.

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