Urgent Care Operations Manager

This is not a role where you spend your day reviewing reports while someone else handles the problems. This is a hands‑on healthcare operations leadership role responsible for keeping multiple urgent care locations running at a high level. You'll be leading people, solving operational challenges, improving patient experience, managing staffing issues, and helping drive the growth of the organization. If you're looking for a predictable day where everything goes according to plan, this probably isn't the role for you. If you thrive on solving problems, building strong teams, and making a measurable impact on business performance, keep reading. What This Role Is Really About At Family First, operations drives everything. When clinics are staffed properly, patients are seen quickly, employees feel supported, and revenue grows. When operations break down, everyone feels it. This role owns that outcome. You will oversee operational performance across all Family First Urgent Care locations, ensuring each clinic delivers an exceptional patient experience, maintains strong employee engagement, operates efficiently, and remains compliant with regulatory requirements. Success in this role means creating consistency across locations while helping the organization scale for future growth. What You'll Actually Do Lead Multiple Locations Oversee day‑to‑day operations across all urgent care locations. Serve as the primary operational escalation point for Team Leads while coaching them to solve issues independently whenever possible. Conduct regular site visits to assess performance, identify opportunities for improvement, and ensure operational consistency. Support the launch of new clinic locations, including staffing, onboarding, workflow implementation, and operational readiness. Build High‑Performing Teams Directly manage and develop Team Leads, Front Desk Representatives, Medical Assistants, and other designated operational staff. Lead performance management, including coaching, corrective action, performance improvement plans, and terminations when necessary. Partner closely with HR to ensure employee relations matters are handled fairly, consistently, and in compliance with employment laws. Support recruiting, interviewing, hiring, and onboarding efforts to ensure locations remain properly staffed. Drive Performance & Growth Monitor and improve key performance indicators, including patient satisfaction, visit volume, patient wait times, employee retention, labor utilization, and supply costs. Identify opportunities to improve patient flow, increase efficiency, and support revenue growth. Review operational and financial trends and present recommendations to executive leadership. Lead operational improvements that help Family First continue to grow and scale. Ensure Quality & Compliance Ensure all locations operate in compliance with OSHA, HIPAA, CLIA, company policies, and clinical protocols. Partner with clinical leadership to maintain readiness for audits, inspections, and regulatory reviews. Oversee inventory management, equipment maintenance, medication logs, and quality assurance processes. Address patient concerns and implement service recovery strategies when needed. What Makes This Role Different We solve problems instead of explaining them. We value teamwork over ego. We care deeply about patient experience. We are building a great place to work while growing a great business. We don't tolerate mediocre leadership. We don't wait to be told what to do. We don't ignore problems hoping they'll resolve themselves. We look for leaders who consistently ask, "How can we make this better?" Who Will Thrive Here Enjoys leading people and building strong teams. Is comfortable having difficult conversations. Can manage multiple priorities without becoming overwhelmed. Uses data and metrics to drive decisions. Balances empathy with accountability. Is energized by solving operational challenges. Can move between strategic planning and hands‑on problem solving in the same day. What You Bring Minimum 5 years of healthcare operations leadership experience, including at least 2 years overseeing multiple locations, departments, or service lines. Experience managing and developing frontline healthcare teams. Strong understanding of urgent care, ambulatory care, or similar healthcare operations. Familiarity with medical billing concepts, coding, and healthcare workflows. Experience using scheduling software, EHR/EMR systems, and reporting tools. Exceptional organizational, communication, and leadership skills. Ability to travel regularly between New Jersey clinic locations. Valid driver's license and reliable transportation. What Success Looks Like in Year One Establish consistent operational standards across all locations. Build strong relationships with Team Leads and frontline staff. Reduce executive involvement in day‑to‑day operational and staffing issues. Improve patient experience and operational efficiency. Contribute measurably to revenue growth and cost management. Successfully support the opening of new clinic locations. Implement meaningful operational improvements with measurable results. Salary range: $95,000-$120,000 annually, based on experience. Family First offers a comprehensive benefits package, including Medical and dental coverage Paid time off 401K with employer match Professional development opportunities Leadership growth opportunities within a growing organization If you want a role where your leadership directly impacts patient experience, employee engagement, operational performance, and business growth, we’d love to talk. Equal Opportunity Employer Family First Urgent Care is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. #J-18808-Ljbffr HR Insight Consulting, LLC