Director, Market Operations

WellNow Urgent Care is here to help our patients get well. Founded in 2011, we have quickly grown, with over 180 locations across New York, Pennsylvania, Illinois, Indiana, Wisconsin, and Michigan. Putting people at the heart of everything we do we focus on providing the best care for both our patients and our employees. ​

WellNow is a part of TAG – The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and supports over 20,000 healthcare professionals and team members at more than 1,300 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

The Director, Market Operations oversees assigned market to achieve company goals, including budgeted profit targets, by executing on policies and standardized practices. They ensure high-quality, efficient patient care across approximately 40 locations. The DMO supervises approximately 7 direct reports, including Regional Director Operations (RDOs), Regional Clinical Directors (RCDs), and Provider Scheduler. The Director is responsible for managing approximately 130 Providers and 320 Clinical Staff, driving operational performance, developing sustainable field teams, and maintaining clinical and operational excellence.

Essential Job Functions:

• Responsible for leading operations of assigned locations within market to ensure they are positioned to meet or exceed budgeted company objectives.
• Successfully lead operations teams on process improvement and training to support effective location workflows, productivity, quality improvement and ensure an excellent patient experience.
• Regularly visits assigned locations 3-4 times per week to ensure that all company policies, practices, and procedures are followed.
• Ensures consistency in practice to the WellNow standard amongst locations.
• Evaluates ongoing performance of field leadership and support teams; provides feedback; and takes appropriate action when needed.
• Prepares and delivers performance reviews; develop performance plans and goals for direct reports.
• Initiates and directs employee practices to empower and reward staff for meeting company goals and demonstrating behaviors consistent with the company’s mission, vision, and values.
• Regularly assesses and maintains appropriate staffing levels in assigned market congruent with staffing matrix, patient volumes and budget guidelines.
• Monitors revenues and expenditures for each location to assure budgeted profit targets are on target or significantly above target.
• Partners with RCD to educate Providers on company metrics to support their business goals.
• Ensure RDOs are meeting performance expectations including, but not limited to: (timely release of monthly schedule, staffing needs congruent with matrix, patient volume, budget guidelines, P&L aligned with established metrics & meeting all established deadlines
• Responds to escalated patient complaints and other operational issues to ensure satisfaction of all patients.
• Provides ongoing input on initiatives, policies, and practices that support company goals and objectives.
• Directs pilot initiatives such as, but not limited to new systems, new processes, etc.
• Meets or exceeds New Office opening profit goals and facilitates the successful opening of New Offices.
• Responsible for ongoing communication to all clinical and regional support teams keeping them informed and apprised of all WellNow initiatives.
• Create, analyze and present data as relevant to clinical operations.
• Identifies high potential leaders and manages their development to prepare them for promotional opportunities.
• Follows through on programs, practices and team leadership to improve operations, as well as team member retention and engagement.
• Responsible for ensuring compliance with rules and regulations that impact site operations, including participation in audits.
• Collaborate with other DMO’s and leaders in the organization on process improvement and other initiatives.
• Track and approve operational expenses within budget guidelines.
• Demonstrate an understanding of financials, manage to established metrics, and refine metrics utilized as needed.
• Review of P&L for locations within DMO market – ensure they align with established metrics & drive strategic planning
• Ensure that controllable costs, budgets & forecasts are managed and aligned
• Ensure labor and overtime is managed in accordance with metrics and budget
• Collaborates with Human Resources Business Partner regarding employee relations.
• Partner with HRBP on performance management, succession planning and talent reviews.
• Ensure communication of goals, objectives, policies, and procedures both up and down the chain of command through meetings, huddles and other forms of communication.
• Committed to the specialty of Urgent Care, with a focus on serving our communities with quick, convenient and quality care with continued clinical and patient experience training.

Minimum Job Qualifications:

• Bachelor's Degree preferred
• Mission-focused, seasoned, process-minded individual with a minimum of 5 years of demonstrated progressive experience, ideally with 3 years in healthcare clinic operations
• Exceptional capacity for leading people; a team-builder who has experience in scaling up teams; ability to connect clinical staff both on an individual level and in groups; capacity to enforce accountability; ability to develop and empower team members.
• Ability to travel extensively within designated market – up to 75% of the time.
• Proven track record of exceeding goals with a bottom-line orientation; able to make good decisions through a combination of analysis, experience, and judgment; high level of clinical understanding and management
• Strong presentation, employee management, and project implementation skills
• Ability to work both independently and in a team environment.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of people.
• Skill in organizing and establishing priorities.
• Must be detail-oriented and well organized.
• Excellent problem-solving skills.
• High-level of proficiency in Microsoft Office Suite with excellent writing, editing and administrative skills.
• Must have valid driver’s license, reliable transportation and automobile insurance.
• Ability to work flexible schedule including evenings and weekends.

Annual Pay Range: $159-187k, plus bonus opportunity

A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match

If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees

Salary : $159,000 - $187,000