Regional Operations Manager - Alberta South

Regional Operations Manager - Alberta South

Job Location: Calgary, with regular regional travel, including Lethbridge every 2 weeks
Job Type: Full time
Experience Level: Mid level / Experienced/
Schedule: Days, Occasional evenings and weekends as needed

COMPANY INFORMATION:
Looking to make a difference?  Looking to join an incredible team?   

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario.

Regardless of your role, you will be an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. Medicentres is seeking to change the way healthcare is delivered in Canada by using technology to improve the patient experience.

By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

JOB PURPOSE:
The Regional Operations Manager (ROM), Alberta South, is responsible for the day-to-day operational, people and financial performance of Medicentres clinics across the region. The role leads Clinic Managers, supports physician and staff needs, and ensures company standards and regional priorities are implemented consistently. The position works closely with Operations, Human Resources and other support teams to resolve issues and improve clinic performance.

The ROM is also a member of Medicentres’ Leadership Team, attending quarterly meetings, giving input and support on company-wide projects, and helping plan the organization’s future direction.

PRINCIPAL RESPONSIBILITIES:
Clinic Management and Oversight:

• Lead a team of five (5) to ten (10) clinic managers within Calgary and Lethbridge.
• Oversee clinic performance across the region, including patient volumes, service standards, labour, supplies, controllable expenses and EBITDA.
• Work with Clinic Managers to review results, identify gaps and implement practical action plans.
• Visit clinics regularly to support leaders, assess operations, audit clinic processes, appearance and customer service standards, and follow up on concerns.

People Leadership:

• Lead, coach and support Clinic Managers and other assigned operational staff. 
• Oversee hiring, onboarding, training, performance reviews, discipline, employee relations and succession planning, working with Human Resources and the HR Business Partner.
• Set clear expectations, provide timely feedback and support the development of future operational leaders. 
• Maintain regular communication through regional meetings, one-to-one meetings and clinic visits. 
• Identify, mentor, and promote the development of successors within the operations team.

Physician Relations and Clinic Practice Support:

• Build good relationships with physicians and respond quickly to their concerns to help recruit and retain physicians.
• Support physician recruitment and scheduling, payment optimization, patient panel growth, patient attachment, and putting approved physician practice initiatives in place at the clinics.
• Help physicians succeed by finding opportunities in PCPCM, billing, patient access and practice growth, including ways to improve billing to increase EBITDA, and discussing them with physicians.
• Address physician conduct and operational concerns directly and professionally, including having difficult conversations when a physician’s behaviour affects staff, patients or clinic operations.

Programs, Projects and Process Improvement:

• Lead the ongoing development of a customer service culture through patient, physician, and staff engagement.
• Help implement approved programs, technology and workflow changes within clinics. 
• Communicate and support clear expectations of company strategic initiatives and operational standards to Clinic Managers and physicians.

Regional Growth and Partnerships:

• Support approved regional business opportunities, including clinic growth, new clinic openings, acquisitions and physician growth.
• Maintain good working relationships with Primary Care Networks, healthcare partners, vendors and community groups as needed, and support community involvement and the Medicentres brand.

Regional Team Leadership:

• Work collaboratively with the Operations team to ensure operational initiatives are planned and executed successfully.
• Recruit and onboard new clinic managers and assistant clinic managers.
• Regularly review clinic manager performance and provide ongoing feedback in a timely manner.
• Exemplify the organization’s core values and ensure staff are aware of its core purpose and values and perform to these standards on an ongoing basis.
• Lead assigned regional and cross-department projects from planning to completion, including setting operational requirements, coordinating teams and clinics, tracking tasks and helping staff adjust to changes.

Organizational Leadership:

• Develop, review and put in place regional and provincial processes, standard operating procedures, training materials and clinic guidance. Find gaps in workflows and standardize processes where it makes sense.

The ROM will also perform other duties as assigned.

KNOWLEDGE, SKILLS AND EXPERIENCE:

The ROM will display:

• 3-5 years of management experience, with increasing responsibility, overseeing operations across multiple locations.
• Ability to lead teams, manage change and solve operational problems.
• Excellent written and oral communication skills.
• Strong financial, analytical and computer skills, including budgeting, reporting and Excel.
• Strong problem-solving skills.
• Ability to be responsive, adaptable and flexible.
• The ability to work both independently and collaboratively in a team environment.
• Ability to manage multiple tasks and projects, meet deadlines and deliver results with little supervision, following company policies.
• The ability to travel (valid driver’s license is required).
• Ability to keep information confidential and follow the Health Information Act.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

Please note, AI may be used in the selection and recruitment process