Regional Practice Operations Manager

Regional Practice Operations Manager

Multi-Site Medical Group

Company: TRUE HEALTH NY
Employment Type: Full-Time
Compensation: $82,000-$95,000 annually, based on experience
Potential Bonus: Eligibility for a performance-based bonus, subject to company policy and achievement of defined operational goals
Locations: Williston Park, Great Neck, Fresh Meadows and Brooklyn, New York
Reports To: Chief Operating Officer and President
Travel: Regular travel between all assigned practice locations is required

We are seeking an experienced, hands-on Regional Practice Operations Manager to oversee the daily non-clinical operations of our medical offices. This person will supervise site leads, establish consistent operating standards, improve staff accountability and ensure that each location is properly staffed, organized and prepared to serve patients.

This is not a desk-only administrative position. The Regional Practice Operations Manager must regularly visit the practices, observe operations firsthand, coach employees, address recurring performance issues and follow through until problems are resolved.

Position Summary

The Regional Practice Operations Manager is responsible for the consistent and effective operation of multiple medical practice locations.

The manager supervises and supports designated site leads, reviews attendance and operational exceptions, coordinates staffing, monitors patient flow, handles escalated administrative issues and reports weekly to executive leadership.

The successful candidate will be organized, direct, fair and comfortable holding employees accountable. The manager must be capable of balancing patient service, staff management, provider support, compliance and operational efficiency in a fast-paced healthcare environment.

Essential Responsibilities

Multi-Site Operational Leadership

• Oversee daily administrative and operational performance across all assigned medical offices.
• Travel regularly between practice locations to conduct site reviews and provide in-person management support.
• Ensure that each office opens on time, is appropriately staffed and is operationally ready before the first scheduled patient.
• Standardize front-desk, medical-assistant and office-support workflows across locations.
• Identify recurring operational failures and implement practical corrective plans.
• Maintain visible leadership presence rather than managing locations exclusively by telephone or email.
• Escalate significant operational, staffing, clinical-safety or compliance concerns to executive leadership promptly.

Supervision of Site Leads

• Directly supervise designated site leads at each practice location.
• Establish clear daily, weekly and monthly expectations for site leads.
• Conduct regular individual and group meetings with site leads.
• Review site-lead reports, attendance exceptions, staffing concerns and unresolved patient-service issues.
• Coach site leads on communication, documentation, delegation and employee accountability.
• Evaluate whether site leads are completing assigned duties accurately and consistently.
• Recommend additional training, performance improvement or reassignment when a site lead is not meeting expectations.
• Provide input concerning promotions, disciplinary action and continued employment.

Attendance and Timekeeping Oversight

• Monitor employee attendance, punctuality, call-outs, missed punches, unapproved early departures and schedule deviations.
• Ensure that site leads document attendance exceptions consistently and in real time.
• Review timekeeping reports and compare reported hours with assigned schedules when necessary.
• Follow up on repeated attendance or timekeeping violations.
• Conduct initial coaching conversations and document the discussion.
• Coordinate formal corrective action with executive leadership and human resources.
• Ensure that attendance standards are applied consistently across employees and locations.
• Escalate provider attendance concerns to executive leadership rather than independently changing provider compensation or employment terms.

Staffing and Schedule Coordination

• Review staffing needs across all locations and coordinate appropriate coverage.
• Address unexpected absences, staffing shortages and scheduling conflicts.
• Work with leadership to determine when temporary coverage, overtime, schedule changes or new hiring are necessary.
• Help ensure that front-desk and clinical-support staffing matches scheduled patient and provider volume.
• Participate in interviewing, selecting, onboarding and evaluating administrative and clinical-support employees.
• Coordinate employee training and cross-training between locations.
• Maintain reasonable backup coverage plans for critical positions.
• Monitor excessive overtime, inefficient scheduling and unnecessary staffing costs.

Provider and Clinical-Team Support

• Support providers by ensuring that offices are properly staffed, supplied and operationally organized.
• Address non-clinical workflow problems that interfere with provider productivity or patient care.
• Coordinate provider schedule changes with authorized leadership and scheduling personnel.
• Monitor whether staff are prepared for scheduled appointments, procedures and clinic sessions.
• Help resolve administrative barriers affecting patient flow, room turnover, documentation routing or follow-up work.
• Communicate professionally with physicians, advanced-practice providers, sonographers, medical assistants and administrative employees.
• Respect clinical authority and avoid directing independent medical judgment or patient-care decisions.

Patient Experience and Service Recovery

• Monitor patient wait times, front-desk service, telephone responsiveness and complaint trends.
• Investigate escalated administrative complaints and obtain relevant information from the involved employees.
• Provide professional service recovery within established company authority.
• Escalate clinical complaints, potential patient-safety events and legal threats immediately.
• Ensure patient concerns are documented, routed and followed through to resolution.
• Coach employees on respectful communication, professionalism and de-escalation.
• Identify recurring patient-experience problems and recommend workflow improvements.

Workflow and Performance Management

• Observe office workflows and identify delays, duplication, unclear responsibilities and preventable errors.
• Implement approved standard operating procedures consistently across sites.
• Monitor task completion, work queues and operational follow-up.
• Establish clear ownership for unresolved administrative tasks.
• Conduct routine operational audits and follow up on deficiencies.
• Help improve patient throughput, room utilization and staff productivity without compromising safety or service.
• Hold employees accountable for assigned tasks and deadlines.
• Recognize and reinforce strong performance as well as address deficient performance.

Compliance and Risk Management

• Reinforce compliance with company policies, HIPAA, OSHA, infection-control requirements and patient-privacy standards.
• Ensure that confidential employee and patient information is handled appropriately.
• Report suspected privacy, safety, harassment, retaliation, fraud or compliance violations promptly.
• Confirm that required workplace notices, logs, emergency information and operational materials are maintained.
• Coordinate with leadership regarding incident reports, employee injuries and safety concerns.
• Support readiness for payer reviews, regulatory inspections and internal audits.
• Do not independently provide legal, clinical or human-resources determinations outside the position's authority.

Supplies, Facilities and Vendor Coordination

• Monitor medical and office supply availability across locations.
• Help prevent unnecessary emergency ordering, stockouts, waste and uncontrolled purchasing.
• Coordinate approved maintenance and repair requests.
• Follow up with vendors and internal contacts until operational problems are resolved.
• Escalate urgent facility, equipment, security or safety concerns immediately.
• Verify that offices are maintained in a clean, professional and patient-ready condition.
• Monitor recurring facility or vendor problems and recommend longer-term solutions.

Reporting and Communication

• Submit a structured weekly operations report to the Chief Operating Officer.
• Report attendance exceptions, staffing gaps, patient complaints, site-lead performance and unresolved risks.
• Maintain an action-item list with responsible owners and completion deadlines.
• Provide clear information supported by documentation rather than assumptions or incomplete verbal reports.
• Communicate urgent issues immediately rather than waiting for the weekly report.
• Participate in recurring leadership and operations meetings.
• Track whether previously identified problems were actually corrected.

Weekly Reporting Expectations

The Regional Practice Operations Manager will provide a weekly report addressing:

• Staffing vacancies and coverage issues
• Attendance and punctuality exceptions
• Missed punches and timekeeping concerns
• Site-lead performance
• Provider schedule disruptions
• Patient complaints and service-recovery cases
• Wait-time and patient-flow concerns
• Open maintenance and facility issues
• Supply or inventory concerns
• Employee coaching and corrective-action matters
• Compliance or safety incidents
• Unresolved operational risks
• Decisions or support required from executive leadership
• Status of prior action items

Performance Measures

Performance will be evaluated using factors such as:

• Timely opening and operational readiness of each location
• Reduction in unexplained attendance and timekeeping exceptions
• Accuracy and timeliness of site-lead reporting
• Adequacy of staffing coverage
• Resolution time for operational problems
• Reduction in repeated patient complaints
• Improvement in patient flow and wait-time performance
• Completion of employee coaching and follow-up
• Compliance with approved policies and procedures
• Control of overtime, staffing inefficiency and avoidable supply costs
• Completion of assigned projects and corrective-action plans
• Responsiveness and quality of communication with leadership

Management Authority

The Regional Practice Operations Manager is authorized to:

• Assign and prioritize routine operational work.
• Direct site leads and administrative or clinical-support employees regarding approved workflows.
• Conduct coaching and performance discussions.
• Document policy and performance concerns.
• Request explanations and supporting documentation for attendance or operational exceptions.
• Recommend hiring, promotion, discipline, reassignment or termination.
• Coordinate emergency coverage and approved operational schedule changes.
• Escalate unresolved issues to executive leadership and human resources.

Unless specifically delegated in writing, the manager may not independently:

• Hire or terminate an employee.
• Change an employee's compensation.
• Suspend an employee without approval.
• Modify provider contracts or compensation.
• Approve material unbudgeted expenses.
• Make clinical decisions or direct a licensed provider's medical judgment.
• Promise refunds, settlements or legal resolutions.
• Disregard company, regulatory or employment-law requirements.

Required Qualifications

• At least five years of progressively responsible medical-practice, ambulatory healthcare or outpatient operations experience.
• At least two years of direct employee-supervision or management experience.
• Demonstrated experience overseeing more than one office, department or operating unit.
• Experience managing front-desk, scheduling, medical-assistant or clinical-support operations.
• Experience addressing attendance, performance and employee-accountability concerns.
• Working knowledge of medical-office workflows, patient confidentiality and healthcare compliance expectations.
• Ability to travel regularly between Long Island, Queens and Brooklyn practice locations.
• Strong written, verbal and interpersonal communication skills.
• Ability to organize competing priorities and follow through without continuous executive supervision.
• Strong judgment and the ability to distinguish routine operating matters from issues requiring escalation.
• Proficiency with Microsoft Office or Microsoft 365 applications.
• Ability to review schedules, timekeeping reports, operational reports and basic performance data.

Preferred Qualifications

• Bachelor's degree in healthcare administration, business administration, management or a related field.
• Experience managing four or more outpatient medical locations.
• Experience in obstetrics and gynecology, primary care or a multi-specialty medical group.
• Experience with eClinicalWorks or a comparable electronic health-record system.
• Experience with ADP or another workforce-management and payroll platform.
• Experience implementing standard operating procedures and performance dashboards.
• Familiarity with revenue-cycle work