Senior Manager of Operations

American Family Care; Fuquay-Varina (NC); On-site; USD 120,000 - 155,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with matching

Paid time off and holidays

Job summary

American Family Care is seeking a Senior Manager of Operations to align day-to-day operations across four urgent care centers in North Carolina. You will coach Center Administrators, audit clinics, and standardize processes to drive consistent performance and exceptional patient experiences.

The role emphasizes cross-functional leadership, data-driven improvement, and accountability across locations, with a focus on growth, compliance, and seamless clinic operations.

Qualifications

• 5+ years of progressive healthcare operations leadership experience preferred.
• Multi-site healthcare leadership experience strongly preferred.
• Experience directly leading and developing managers.
• Urgent care, ambulatory care, or high-volume healthcare experience preferred.
• Strong understanding of healthcare operations and revenue cycle processes.
• Experience creating and implementing SOPs, workflows, and improvement initiatives.
• Proven ability to lead cross-functional projects from concept to execution.
• Strong analytical skills to use data for decisions.
• Ability to manage multiple priorities across locations with follow-through.
• Excellent communication, coaching, and conflict-resolution skills.
• Comfortable holding leaders accountable while collaborating effectively.
• Highly organized, proactive, solutions-oriented in a growing organization.

Responsibilities

• Oversee operational performance across four AFC Urgent Care locations.
• Lead Center Administrators and establish clear expectations for leadership.
• Own clinic audits, compliance, and corrective action plans.
• Strengthen and standardize SOPs, workflows, and rollout initiatives.
• Partner with Revenue Cycle Management to improve front-end processes.
• Drive cross-functional projects and ensure successful clinic-level execution.
• Use data to drive accountability in patient experience, throughput, staffing, and profitability.

Skills

Healthcare ops leadership

Multi-site leadership

Manager development

Urgent care experience

Operations & revenue cycle

SOPs & workflows

Cross-functional projects

Data-driven improvement

Prioritization & follow-through

Communication & coaching

Accountability culture

Organizational readiness

Bachelor's degree or equiv.

Education

Bachelor's degree or equiv.

Job description

THE OPPORTUNITY

AFC Urgent Care is seeking an experienced Senior Manager of Operations to lead and strengthen day-to-day operations across our four urgent care centers. This highly visible, hands-on leadership position is responsible for creating operational consistency, developing clinic leadership, strengthening systems and processes, and ensuring our centers deliver an exceptional experience for both patients and team members.

AFC Urgent Care is seeking an experienced Senior Manager of Operations to lead and strengthen day-to-day operations across our four urgent care centers. This highly visible, hands-on leadership position is responsible for creating operational consistency, developing clinic leadership, strengthening systems and processes, and ensuring our centers deliver an exceptional experience for both patients and team members.

What You’ll Own

Multi-Site Clinic Operations

Oversee operational performance across four existing AFC Urgent Care locations. Provide direct leadership, coaching, accountability, and development to Center Administrators (CAs). Serve as the primary escalation point for day-to-day clinic operational issues. Evaluate clinic workflows, staffing effectiveness, patient flow, service delivery, and overall operational performance. Identify performance gaps and partner with clinic leadership to develop and execute improvement plans. Maintain a strong presence within the clinics and remain connected to frontline operations.

Center Administrator Leadership & Accountability

Directly manage the Center Administrator team and establish clear expectations for clinic leadership. Lead recurring CA operational meetings covering performance, staffing, patient experience, compliance, priorities, and outstanding action items. Coach CAs on leadership, accountability, delegation, communication, conflict resolution, and team development. Ensure operational concerns are addressed at the appropriate leadership level rather than routinely escalating to the Vice President of Operations. Develop CAs into increasingly independent leaders capable of owning the performance of their centers. Build a culture in which our locations operate as one organization rather than four independent clinics.

Clinic Audits & Operational Compliance

Own the clinic operational audit process across all locations. Conduct, review, and follow up on recurring clinic audits and corrective action plans. Identify trends and recurring deficiencies and ensure improvements are corrected and sustained. Track audit performance and communicate significant risks, trends, and improvement opportunities to the Vice President of Operations. Ensure policies, procedures, regulatory requirements, and company standards are consistently followed.

Policies, Protocols & Process Improvement

Strengthen, standardize, document, and implement operational policies, protocols, and procedures. Own operational rollout of new SOPs and initiatives across all four locations. Ensure new processes are communicated, trained, implemented, audited, and sustained. Identify inefficiencies and eliminate unnecessary variation between locations. Build scalable workflows that support current operations and future growth. Maintain accountability after new initiatives launch rather than allowing projects to end at the communication stage.

Revenue Cycle Management

Serve as the primary operational partner to Revenue Cycle Management. Lead recurring operational follow-up with RCM and ensure clinic‑related action items are resolved. Identify trends involving registration, insurance verification, collections, documentation, coding workflows, denials, work queues, and front‑end revenue cycle processes. Assign and track corrective actions with Center Administrators when clinic processes contribute to revenue cycle issues. Partner with RCM to identify root causes rather than repeatedly correcting individual transactions. Monitor operational trends affecting reimbursement and financial performance and elevate significant systemic concerns when appropriate.

Cross‑Functional Project Execution

This leader will serve as a key connection between clinic operations and organizational support departments. The role is responsible not simply for attending cross‑functional meetings, but for ensuring agreed‑upon initiatives translate into successful clinic‑level execution. Provider Services: Address operational barriers, improve clinic‑provider collaboration, and maintain alignment between clinical and operational teams. Marketing: Coordinate operational readiness for campaigns, community partnerships, seasonal volume changes, and growth initiatives. Development: Support new‑center planning, opening readiness, and integration of new locations into the operating structure. IT: Coordinate technology implementations, identify system‑related operational barriers, support adoption, and prepare clinic teams for technology changes. Revenue Cycle Management: Improve front‑end processes and eliminate recurring operational causes of denials or delayed reimbursement. Finance: Support budgeting, expense management, operational reporting, and initiatives designed to improve clinic profitability.

• The Senior Manager will maintain ownership of cross‑functional operational projects from planning through implementation and follow‑through.

Operational Performance

The Senior Manager of Operations will use data to drive accountability and improvement across the organization, monitoring patient experience, patient throughput and clinic efficiency, staffing and labor utilization, clinic audit performance, revenue cycle performance, operational compliance, team performance, and implementation of organizational initiatives.

What Success Looks Like

Success means our clinics operate consistently regardless of location. Center Administrators know what is expected of them, have the tools and coaching necessary to lead effectively, and are held accountable for results. Policies and protocols are not simply created – they are implemented, understood, audited, and sustained. Operational issues are identified early and solved at the appropriate level rather than routinely escalating to the Vice President of Operations. Cross‑functional initiatives move from discussion to execution with clear ownership, deadlines, and follow‑through. Most importantly, our patients and employees experience a well‑run organization built around Compassion, All In for Patients & People, Redefining Excellence, and Uncompromising Care.

What We’re Looking For

• 5+ years of progressive healthcare operations leadership experience preferred.
• Multi‑site healthcare leadership experience strongly preferred.
• Experience directly leading and developing managers.
• Urgent care, ambulatory care, physician practice, or other high‑volume healthcare experience preferred.
• Strong understanding of healthcare operations and revenue cycle processes.
• Demonstrated ability to develop and implement SOPs, workflows, and operational improvement initiatives.
• Experience leading cross‑functional projects from concept through implementation.
• Strong analytical skills with the ability to use operational and financial data to drive decisions.
• Ability to manage multiple priorities across several locations while maintaining strong follow‑through.
• Excellent communication, coaching, and conflict‑resolution skills.
• Comfortable holding leaders accountable while maintaining strong working relationships.
• Highly organized, proactive, solutions‑oriented, and comfortable operating in a growing organization.
• Bachelor's degree preferred; equivalent healthcare operations leadership experience will be considered.

THE LEADER WE'RE LOOKING FOR

We are looking for someone who sees a problem and takes ownership of solving it. Someone who can walk into a clinic, understand what is happening operationally, ask the right questions, coach the leader, establish a plan, and follow through until the issue is resolved.

This person should be comfortable challenging the status quo while understanding that sustainable change requires communication, collaboration, and trust.

We don’t need someone who simply identifies problems or waits for direction.

We need an operator who builds solutions, develops leaders, creates accountability, and makes the organization stronger.

PS: It’s All About You!

American Family Care has pioneered the concept of convenient, patient‑centric healthcare. Today, with more than 250 clinics and 800 in‑network physicians caring for over 6 million patients a year, AFC is the nation’s leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest‑growing companies in the U.S., AFC’s stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.

If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.

Please note that a position may be for a company‑owned or franchise location. Each franchise‑owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company‑owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.

We are an Equal Opportunity Employer.