What are the responsibilities and job description for the Area Operations Manager position at Yale New Haven Health Urgent Care?
The Area Operations Manager oversees multi-site urgent care operations, ensuring high-quality patient care, strong clinical performance, and consistent operational excellence across the Branford, Clinton, Groton, and Norwich centers. This role leads teams across multiple locations, drives performance improvement, and executes organizational priorities in a fast-paced outpatient environment.
Key Responsibilities
- Provide leadership and direction to clinic teams across multiple sites, ensuring a positive culture, strong performance, and high staff engagement.
- Oversee day-to-day operations to ensure efficiency, safety, and adherence to clinical and operational standards.
- Monitor, analyze, and improve key performance indicators (KPIs), using self-generated data sets to identify trends and drive operational improvements.
- Manage staff performance, including coaching, formal performance management, written documentation, and terminations when necessary.
- Ensure compliance with all regulatory requirements, including DPH audits and industry accreditation standards such as UCA.
- Partner with HR, Training, and senior leadership to support staffing, development, and operational initiatives.
- Address escalated patient or staff concerns and ensure timely resolution.
- Drive operational consistency, process improvement, and strategic growth across assigned sites.
- Maintain regular on-site presence and support occasional evening/weekend needs.
Required Qualifications
- Proven experience leading teams across multiple locations.
- Strong background in KPI improvement, operational analytics, and independently managing data sets.
- Demonstrated experience with performance management, including corrective action, documentation, and terminations.
- Experience supporting or leading compliance efforts related to DPH audits or UCA accreditation.
- Excellent communication, leadership, and customer service skills.
- Proficiency with Microsoft Office and comfort working in a fast-paced, multi-site environment.
- Valid driver’s license and ability to travel regularly between sites (>50% travel).
Preferred Qualifications
- Bachelor’s degree in business, healthcare administration, operations management, or related field.
- Experience in urgent care or high-volume outpatient settings.
- 3 years of leadership experience in outpatient healthcare, urgent care, or a similar clinical operations environment.