Regional Operations Manager

Job Summary

The Regional Operations Manager oversees the performance and daily operations of multiple medical centers within an assigned region, ensuring alignment with organizational goals, service excellence, and profitability. This role provides leadership to Center Managers and their teams, driving patient satisfaction, operational efficiency, and financial performance through effective oversight of workflows, staffing, budgets, and compliance. The Regional Operations Manager monitors key performance indicators, supports care gap closure and population health initiatives, and fosters collaboration with providers, payers, and peers to ensure patients receive high-quality, timely, and coordinated care. Through strategic alignment, staff development, and stakeholder engagement, the Regional Operations Manager ensures the region meets contractual obligations and contributes to long-term organizational growth.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensures all medical centers within the region deliver a consistent, high-quality care experience by meeting service-level goals and patient satisfaction targets. Executes on strategies to reduce complaints, address service failures in real time, and implement corrective actions across centers. Promotes a patient-first culture that drives retention, loyalty, and community reputation.
• Oversees daily operations across multiple centers, ensuring workflows, scheduling practices, and referral/HIM processes are followed consistently. Collaborates with Center Managers and Regional Medical Directors to optimize provider utilization, reduce patient no-shows and cancellations, and improve access to care for the regional population.
• Monitors risk-stratified populations to ensure patients are seen according to their needs, with emphasis on Complex and/or chronic patients and those with chronic conditions. Executes on strategies to close gaps, improve continuity of care while meeting contractual and quality objectives that support patient outcomes and drives meeting our business goals.
• Drives operational excellence by monitoring regional KPIs, including provider productivity, encounter closure, patient cycle time, continuity of care, complaint ratios, and utilization of ancillary services. Develops action plans with Center Managers to address underperformance and align operations with organizational standards.
• Manages regional budgets, operating expenses, and revenue performance to support profitability and sustainability. Manages overtime, oversees supply orders, and monitors collections and claims denials across centers. Prepares and presents operational and financial reports to senior leadership, highlighting results, variances, and improvement initiatives.
• Recruits, trains, and develops Center Managers and their teams. Conducts performance evaluations, provides coaching, and ensures adequate staffing aligned with budgets. Promotes teamwork, recognizes high performance, and fosters a culture of accountability, engagement, and continuous improvement across the region.
• Ensures all centers maintain safe, clean, and compliant environments by coordinating preventive maintenance, addressing facility issues promptly, and enforcing safety policies. Oversees staff training on safety standards, emergency preparedness, and regulatory requirements to guarantee a safe and supportive environment for patients and staff.
• Builds and maintains strong relationships with payer partners to ensure patients receive the best possible care and maximize insurance benefits. Collaborates with payers to address barriers to care, improve coordination, and support contractual performance objectives. 
• Partners with transversal leadership teams (Finance, HR, IT, Marketing, Quality, etc.) to align regional operations with organizational initiatives. Ensures smooth integration of cross-functional projects, compliance with standards, and consistency in execution across centers.
• Maintains deep knowledge of the regional healthcare network, including affiliated providers, hospitals, and diagnostic centers, to ensure appropriate patient navigation and optimized utilization of services. Leverages the network to improve access, continuity of care, and better health outcomes.
• Monitors staffing levels against membership volume across the region to ensure adequate coverage and efficient use of resources. Adjusts workforce planning to support growth and patient demand while maintaining service excellence and operational performance.
• Supports the regional implementation of new products, services, and care models. Identifies opportunities for growth and operational improvement, drives adoption of best practices across centers, and aligns regional initiatives with marketing and business development strategies.
• Provides leadership support for escalated patient or operational issues that cannot be resolved at the center level. Oversees incident reporting, legal issues, and corrective actions to mitigate risk and patient trust.
• Performs other duties as assigned by senior leadership to support organizational and regional goals.

Supervisory Responsibilities

Provides oversight and accountability for the performance of multiple medical centers within the assigned region by leading and supporting Center Managers and their teams. Ensures service standards, patient care expectations, and operational goals are consistently achieved across sites. Guides Center Managers in monitoring staff engagement with patients, identifying service gaps, and implementing corrective action plans, coaching, and training as needed. Keeps leadership teams informed of organizational policies, regulatory requirements, and updates, while reinforcing priorities through regular regional meetings and communication. Ensures centers maintain adequate staffing levels within budget parameters, supports workforce planning, and monitors scheduling practices to balance patient satisfaction with operational excellence. Promotes a culture of safety, teamwork, and accountability, ensuring employees across the region are trained on and adhere to company safety standards.

Supervisory Responsibilities

This position manages all Community Ambassadors and is responsible for the group's performance.

Required Education

• Bachelor’s degree in Business or related field.

Required Experience

• Minimum 5 years of experience in a physician practice environment.
• Minimum 3 years of experience in a management role.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Exceptional written, verbal and presentation communication skills.
• Ability to develop, motivate and lead teams of cross-functional resources.
• MS Project, MS Word, MS Excel.
• Available to work overtime and working additional or other shifts and schedules when required.
• Ability to manage project issues and escalations.
• Strong consultative relationship skills.
• Strong management skills and problem solving.
• Demonstrated initiative and track record of driving for results.
• Sound understanding and application of financial control processes.

Preferred Qualifications

• Master’s Degree in Healthcare or related field preferred.
• 5+ years of experience a multi-specialty physician group preferred.

Languages

Travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

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