Regional Operations Manager

Regional Operations Manager

Department: Operations

Reports To: Sr. Director of Operations

Job Type: Hybrid – Aurora, IL office Tuesday–Thursday; remote Monday and Friday

Key Partnership: Regional Director

Management: Yes

Direct Reports: As assigned

Indirect Reports: As assigned

Travel Required: Yes, up to 25%

Position Level: Manager

FLSA Status: Exempt

Position Summary

The Regional Operations Manager leads operational execution across assigned clinics and directly manages the Hearing Care Coordinator team. In partnership with the Regional Director, the role translates business priorities into consistent clinic practices that improve patient access, capacity utilization, compliance, patient experience, and sustainable growth. Performance insights are used to address gaps, strengthen capabilities, and drive continuous improvement.

Key Responsibilities

• Lead and develop Senior Hearing Care Coordinators and Hearing Care Coordinators through clear expectations, coaching, capability building, and accountability.
• Translate enterprise and regional priorities into practical clinic operating plans with clear ownership, measures, and follow-through.
• Standardize clinic processes while adapting execution appropriately to local market and clinic needs.
• Serve as the regional resource for clinic systems, workflows, and controls, including scheduling, transactions, collections, documentation, inventory, and revenue-cycle activities.
• Improve patient access and capacity through effective scheduling, confirmations, cancellation and no-show recovery, and timely backfilling.
• Ensure timely management of third-party referrals and other patient leads from assignment and outreach through disposition, escalation, and closure.
• Co-develop regional patient-demand plans with the Regional Director and Marketing; own clinic readiness, field execution, and follow-through for approved initiatives.
• Coordinate with Contact Center leadership to ensure effective handoffs, clear ownership, and timely clinic follow-up on patient opportunities.
• Monitor performance, address root causes, coach corrective action, and use field insights to drive scalable improvement.
• Partner with regional leaders and support functions to resolve issues, advance growth and provider-performance priorities, and maintain operational and regulatory compliance.

Job Qualifications

Required Qualifications

• Three or more years of relevant experience in healthcare, multi-site retail operations, clinic administration, or a comparable service environment.
• People-management experience, including coaching, employee development, training, and accountability.
• Experience using operational data to improve performance and support consistent processes and controls across multiple locations.
• Experience with practice-management, point-of-sale, patient-scheduling, or comparable operational systems.
• Ability to travel up to 25% within the assigned region.

Preferred Qualifications

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Experience in hearing healthcare or another regulated patient-service environment.
• Experience with capacity management, lead and referral workflows, inventory, collections, insurance, or local patient-demand initiatives.

Required Capabilities

• Strong multi-site leadership, coaching, performance management, and team-development capabilities.
• Ability to translate business priorities and operational data into practical plans, clear accountability, and sustained improvement.
• Strong analytical, problem-solving, prioritization, and follow-through skills in a fast-paced environment.
• Strong communication and cross-functional collaboration skills, with the ability to standardize processes while adapting to local needs.
• Proficiency with Microsoft 365, aptitude for learning operational systems, and knowledge of HIPAA, patient privacy, and compliance requirements.