Regional Director of Operations

The Regional Director of Operations provides strategic and operational leadership for practice operations and related services across Hightop Health. This role is responsible for regional performance, growth, operational consistency, and execution of organizational priorities across multiple practice sites and service lines. The Regional Director partners closely with executive leadership, practice leaders, and cross-functional teams to optimize workflows, strengthen patient experience, support team engagement and retention, and maintain strong financial and operational outcomes. This role leads regional operating rhythm, establishes and monitors key performance indicators (KPIs), ensures consistent implementation of policies and procedures, and drives continuous improvement initiatives. All responsibilities are carried out in alignment with Hightop Health policies and procedures; applicable laws and regulations; payer requirements; and accreditation standards (including those of The Joint Commission, as applicable), with particular attention to privacy, safety, documentation practices, quality oversight, and survey readiness. Core Role Responsibilities Provide regional operational leadership to ensure consistent, high-performing practice operations aligned with Hightop Health’s strategic priorities and growth plans. Develop and execute a cohesive regional strategy, translating organizational goals into actionable plans and measurable outcomes across practice sites. Serve as a senior operational partner to executive leadership and key stakeholders, providing visibility into regional performance, risks, and opportunities. Build an accountable, service-oriented culture that prioritizes patient experience, operational excellence, and team engagement. Leadership, Strategy & Regional Execution Develop, implement, and monitor a regional operating plan that aligns with organizational goals and supports site-level needs, scalability, and sustained performance. Provide strategic guidance and coaching to practice leaders and department heads; ensure successful execution of initiatives and growth objectives across the region. Lead regional planning for operational readiness, staffing models, access strategy, and service delivery enhancements. Establish a disciplined cadence for communication, performance review, and issue escalation across sites (e.g., weekly huddles, monthly KPI reviews, quarterly business reviews). Operations Management & Standardization Oversee day-to-day operations across practice sites to ensure efficient workflows, reliable patient access, and consistent service delivery. Develop, implement, and monitor operational policies, procedures, and standardized workflows to ensure consistency, scalability, and compliance. Coordinate with vendors and operational partners (e.g., IT support, building maintenance, pharmacies and other key service partners) to maintain effective operations and timely issue resolution. Identify operational bottlenecks and implement process improvements that enhance efficiency, reduce errors, and improve patient experience. Ensure consistent documentation practices and operational recordkeeping that support audit and survey readiness. Performance Management, KPIs & Continuous Improvement Establish and track regional KPIs related to patient satisfaction, financial performance, operational efficiency, access, and employee retention; monitor trends and provide actionable insights. Partner with site leaders to address performance gaps through structured action planning, coaching, and accountability mechanisms. Lead continuous improvement initiatives that strengthen service quality, operational outcomes, and team effectiveness; measure impact and sustain gains. Provide regular reporting to executive leadership on regional performance, risks, and progress against strategic goals. Business Development & Growth In partnership with senior leadership, identify and pursue business development opportunities that support growth of the practice network and service offerings. Develop and execute strategies to attract new patients/clients and retain existing patients through access improvements, referral relationship support, and experience-focused initiatives. Support development of regional pipelines for new programs and services, ensuring operational readiness and consistent execution across sites. Collaborate with internal stakeholders to strengthen referral pathways and community/provider engagement strategies as applicable. Financial Management & Revenue Cycle Partnership Provide oversight and guidance on budgeting, revenue management, and expense control across the region, ensuring performance to budget and responsible resource utilization. Monitor and analyze financial performance across sites; identify variances and implement corrective action plans in partnership with leadership and finance. Collaborate with revenue cycle leadership to support strong billing and collections performance through front-end best practices, workflow optimization, and operational accountability. Maintain positive financial outcomes by balancing growth initiatives, staffing models, and expense management. Staff Leadership, Talent Development & Culture Oversee regional staffing requirements and ensure effective communication and alignment across practice sites; partner with site leaders to assess staffing needs and capacity planning. Provide leadership development, coaching, and support to practice leaders and administrative managers to promote consistency, accountability, and a positive team culture. Ensure consistent onboarding, training, and performance management practices across sites, including annual reviews and development action plans in partnership with Human Resources. Recruit, train, supervise, and evaluate administrative staff as applicable; ensure staffing coverage plans support operational continuity. Support engagement, retention, and recognition initiatives, including employee appreciation events and retention activities within established budgets. Patient Experience & Service Excellence Oversee non-clinical patient experience operations; ensure staff are trained and held accountable for high standards of service, responsiveness, and professionalism. Monitor patient feedback and customer service metrics; lead service recovery efforts and ensure timely resolution of concerns. Ensure patient communications are routed appropriately and addressed promptly; reinforce clear ownership, follow-through, and documentation of outreach. Promote a culture of patient-centered service and continuous improvement across all practice sites. Technology Enablement & Innovation Lead region-wide implementation, standardization, and optimization of technology platforms and digital tools (e.g., EHR, practice management systems, shared documentation tools), ensuring consistency in usage and data practices. Partner with IT and operational stakeholders to address system issues, support training, and drive adoption of best practices across sites. Ensure operational files and documentation are maintained accurately and consistently in shared systems per policy and retention requirements. Identify opportunities to leverage technology to improve workflows, patient access, reporting, and operational efficiency. Compliance, Safety, Quality & Accreditation Support Ensure regional operations comply with applicable laws and regulations, privacy requirements, safety standards, and organizational policies. Support survey readiness and accreditation efforts by maintaining standardized processes, organized documentation, and evidence of staff training/competency completion consistent with Joint Commission expectations. Reinforce a culture of safety and professionalism; reinforce safety, compliance, or quality concerns through appropriate channels and support corrective actions. Partner with Quality, Compliance, and clinical leadership to ensure operational practices support safe, effective, and reliable care delivery. Note: Hightop Health reserves the right to change or assign other duties to this position Education/Licensure: Bachelor’s degree in Healthcare Administration, Business Administration, or a related field required, or a minimum of five (5) years of progressively responsible, relevant experience. Advanced degree preferred. Completion of all required Hightop Health compliance, privacy (HIPAA), safety, and role-specific training within designated timeframes. Skills and Work Experience Requirements: 5+ years of experience in healthcare operations or practice administration, including demonstrated responsibility for service quality and operational performance. Proven experience leading teams, recruiting/training staff, and managing performance in a healthcare environment. Experience working with administrative and clinical systems (e.g., shared calendars, professional email, document creation/editing tools, and an EHR/practice management system). Demonstrated experience developing and monitoring KPIs, driving operational improvements, and managing across multiple workstreams. Strong knowledge of privacy, safety, and compliance expectations in a regulated healthcare environment; experience supporting accreditation readiness preferred. Exceptional written and verbal communication skills; able to influence and align stakeholders across roles and sites. Highly dependable, professional, detail-oriented, and patient-centered with excellent time-management and prioritization skills. Experience with budgeting, expense management, and partnership with billing/collections teams preferred. About Hightop Health Hightop Health is the premier outpatient mental health group, committed to setting the standard for superior patient care. Our Centers of Excellence combine cutting-edge research, advanced treatment options, and industry-leading expertise to deliver evidence-based, integrative psychiatry that treats the whole person. Care is provided by top-tier clinicians who truly care, and each treatment plan is as unique as the patient receiving it, blending traditional and novel interventions, biological and psychological approaches, and personalized strategies informed by real-world outcomes. We are a clinician-centric practice, supported by an interdisciplinary team and robust infrastructure, allowing providers to focus on delivering the highest quality care while we manage operational and administrative details. Learn more: Hightop Health is committed to the principle of equal employment and creating an inclusive environment for the benefit of our employees, our patients, and our communities. We are an equal opportunity employer and welcome job applications from qualified individuals without regard to race, creed, color, ancestry, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, marital status, parental status, genetic information or any other legally protected characteristics or conduct. Please refer to the links below for information regarding your rights under certain federal laws: #J-18808-Ljbffr