Regional Operations Manager

Essential Functions

• 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;
  • Maintains 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.
• 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;
  • Cross-site staffing and coverage to address short-staffing and ensure uninterrupted service delivery across the region;
  • Pairs 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.
• 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.
• 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;
  • Coordinates 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.
• 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.

Education & Experience

• 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.

Licenses & Certifications

• 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.

Preferred

• 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;

Required Competencies

• 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.