Regional Operations Manager

The Regional Operations Manager is responsible for the efficient, consistent, and compliant operation of BestCare's outpatient programs across Deschutes County, as well as designated centralized administrative functions that support multiple programs. This is a senior operations leadership role that sets regional standards, drives standardized workflows, and ensures dependable front office and administrative support across all assigned sites. The Regional Operations Manager provides direct supervision of Client Services Representatives and any assigned site-based administrative leads, and is accountable for staffing, performance, patient access, revenue cycle support, budget, safety, and compliance across the region. The position partners closely with Program Directors, system administrative departments, and leadership to advance strategic initiatives and organizational goals.


ESSENTIAL FUNCTIONS

1. Regional Leadership & Multi-Site Supervision:

• Provides operational leadership and oversight for BestCare's outpatient programs across Deschutes County, ensuring efficient, dependable, and compliant front office and administrative operations at all assigned sites;
• Directly supervises Client Services Representatives and any assigned site-based administrative leads; supervisory responsibilities include, but are not limited to, hiring, coaching, training, addressing performance and behavior concerns, and managing schedules across sites;
• Establishes, standardizes, and maintains consistent workflows, processes, and service standards across all assigned sites to reflect administrative and operations best practices;
• Meets system performance goals and service targets used to evaluate performance and drive continuous improvement;
• Holds consistent and timely team meetings across sites to communicate organization, regional, and program information, changes, and initiatives;
• Obtains leadership approval and manages recruitment, hiring, onboarding, and offboarding for the regional administrative team; provides oversight and support for recruitment and hiring conducted by direct reports;
• Consults with Human Resources to support employee relations, performance achievement, corrective action, training, and employee engagement;
• Manages time-off requests and approves timecards for direct reports or as delegated; monitors coverage and ensures staff take required breaks and lunches across sites;
• Conducts regular meetups and provides real-time, consistent coaching to all direct reports.

1. Centralized Operations & Cross-Program Support:

• Oversees designated centralized administrative functions that support multiple programs, which may include centralized scheduling, referral management, phone/call queue coverage, insurance verification, and front-desk collections;
• Coordinates cross-site staffing and coverage to address short-staffing and ensure uninterrupted service delivery across the region;
• Partners with Billing and Revenue Cycle staff to support clean claim submission, reduce denials, and resolve front-end registration, eligibility, and coverage-related issues;
• Serves as the operational liaison between regional sites and centralized or system administrative departments to ensure aligned, efficient functions.
• Trains to and provides coverage of all roles that report under the Regional Operations Manager role as needed to support operations.

1. EHR, Patient Access, Scheduling & Referrals:

• Manages and monitors registration and referral work queues across assigned sites and provides feedback to staff responsible for those tasks;
• Ensures administrative staff are proficient in the EHR and that proper, timely, and compliant documentation is consistently achieved;
• Follows and supports BestCare's standardized workflows; participates in and leads the development of workflows and reference materials to ensure staff confidence and consistency across sites;
• Oversees EHR template and schedule management to ensure adequate clinician availability and timely scheduling of clients for services across programs;
• Ensures accurate daily reconciliation of payments collected and regular deposits made at assigned sites;
• Communicates and partners with the ESA/system support team for EHR optimization and clarity.

1. Site & System Operations:

• Ensures consistent, high-quality phone coverage and customer service across all assigned sites; calls must be answered promptly and professionally;
• Communicates with the Facilities Department regarding facility and fleet needs and improvements across sites; provides fleet management oversight;
• Implements processes and policies that support efficient service delivery and meet the organization's changing needs;
• Oversees and coordinates communication with appropriate systems support staff to ensure office equipment, telephone systems, computers, and network systems function properly across sites;
• Ensures appropriate staff coverage of front desk and administrative support teams across the region;
• Partners with other regional and site managers and system administrative departments to support efficient and effective administrative functions;
• Other operational duties as assigned.

1. Safety & Compliance

• Attends system-wide Safety Committee meetings and acts as a liaison for staff on behalf of assigned sites; reports back to site staff with updates and safety topics discussed;
• Ensures monthly Safety Checklists are completed for all assigned sites and submitted to Compliance each month;
• Performs and ensures safe work practices to protect the health and safety of employees and patients per OSHA regulations; ensures timely documentation for OSHA 300 compliance across sites;
• Protects individually identifiable health information per HIPAA and 42 CFR Part 2; ensures quarterly privacy walk-throughs are completed across assigned sites in partnership with the Compliance department;
• Ensures compliance with all policies, procedures, guidelines, and workflows across the region;
• Completes all required compliance training within the established timeline;
• Ensures appropriate use of the electronic incident reporting system across assigned sites.

• Bachelor's degree in Business Administration, Healthcare Administration, or a related field plus five (5) years of progressively responsible business/operations administrative experience; OR Associate degree (or equivalent college-level coursework) plus seven (7) years of such experience;
• Minimum of five (5) years of high-level business/operations administrative experience required;
• Minimum of three (3) years of staff supervision/leadership experience required; experience leading across multiple teams or sites preferred;
• Experience in a healthcare or behavioral health setting strongly preferred.

• Must maintain a valid Oregon Driver License or ability to obtain one upon hire and be insurable under the organization's auto liability coverage policy (minimum 21 years of age, with no Type A violations in the past 3 years or three (3) or more Type B violations);
• Must have a reliable vehicle with adequate insurance to travel regularly between assigned sites.

• Experience in behavioral health, substance use disorder, or community health operations;
• Experience with OCHIN Epic or a comparable electronic health record system;
• Project management or process-improvement experience (e.g., Lean, Six Sigma) a plus;

• Demonstrated effective supervisory and leadership skills, including the ability to lead through other leaders and across multiple sites;
• Ability to build positive, collaborative, high-performing teams;
• Strong understanding of healthcare front-office operations, patient access, scheduling, and revenue cycle fundamentals;
• Ability to standardize workflows and lead operational change management across programs;
• Ability to enter and oversee client documentation in an electronic health record (EHR) in accordance with acceptable standards and regulations;
• High proficiency in MS Office 365 (Word, Excel, Outlook), EHR databases, virtual meeting platforms, internet, and the ability to learn new or updated software;
• Strong communication skills (oral and written);
• Strong organizational skills and attention to detail, accuracy, and follow-through;
• Excellent time management skills with a proven ability to meet deadlines and manage competing priorities;
• Critical thinking and sound problem-solving skills;
• Ability to maintain strict confidence as required by HIPAA, 42 CFR Part 2, and Oregon Statutes;
• Ability to function well and use good judgment in a high-paced and at times stressful environment;
• Ability to work effectively and respectfully in a diverse, multi-cultural environment;
• Ability to work independently as well as participate as a positive, collaborative team member.