Summary

Reporting to the Vice President of Operations, the Regional Director of Operations is accountable for driving operational consistency, efficiency, and performance across multiple ENT care centers within a defined market. This leader translates enterprise strategy into regional execution by managing performance outcomes, coaching managers, ensuring regulatory compliance, and sustaining a culture of excellence across all locations.

Scope & Focus

• Scope: Multi-site management (5–15+ care centers or service lines)
• Focus Areas: Operational standardization, performance management, growth enablement, and people leadership
• Reports To: Vice President of Operations
• Direct Reports: Practice Managers, Supervisors, and select administrative leaders

Key Responsibilities Operational & Financial Performance

• Implement standard workflows, SOPs, and policies consistently across all assigned sites in alignment with enterprise initiatives.
• Monitor KPIs including visit volumes, slot utilization, conversion rates, revenue per visit, patient satisfaction, and controllable expenses.
• Partner with Finance to develop and manage annual regional budgets; identify cost optimization and efficiency opportunities.
• Ensure accurate and timely reporting of operational performance through collaboration with the Data Analytics and Decision Support team.
• Conduct monthly site audits for compliance, facility standards, and patient safety readiness.

Leadership & People Development

• Recruit, train, and coach Practice Managers to ensure accountability, empowerment, and leadership readiness.
• Establish clear management rhythms:
  • Daily: Site-level huddles driven by Practice Managers
  • Weekly: Regional review meetings focused on performance metrics and issue resolution
  • Monthly: Regional scorecard reviews with VP of Operations
• Partner with HR and the VP of Operations on performance management, succession planning, and culture initiatives.

Physician Relationship Management

• Serve as primary liaison between operational leadership and physicians.
• Lead regular physician alignment meetings to discuss performance metrics, service opportunities, and satisfaction drivers.
• Collaborate with physician leaders to implement growth programs (e.g., Allergy, Audiology, Vestibular, Sleep) and address workflow barriers.
• Support recruitment and onboarding of new providers, ensuring smooth operational integration and acclimation to MSO standards.

Strategic Execution & Growth

• Lead operational rollout of new services, technologies, and acquisitions within assigned region.
• Partner with Business Development on due diligence, onboarding, and implementation phases of new practices.
• Oversee local market marketing efforts in collaboration with Marketing and Physician Relations to grow referral base and service adoption.

Compliance, Risk & Quality

• Ensure compliance with all federal, state, and payer regulations; partner with Compliance Department for audits and follow-up.
• Enforce safety, facility, and quality standards through structured checklists and site visit programs.
• Lead remediation of audit findings and maintain readiness for internal or external inspections.

MSO & Cross-Functional Collaboration

• Act as operational point person for rollout of MSO initiatives (e.g., new software, patient access changes, clinical integrations).
• Coordinate with centralized departments (Revenue Cycle, Credentialing, IT, Procurement, etc.).
• Cascade enterprise communications and ensure field readiness for new initiatives.

Key Skills & Competencies

Category

Competencies

Driving Results

Accountability, prioritization, decision-making, problem-solving

Operational Leadership

Workflow design, resource allocation, data interpretation, standardization

Interpersonal

Relationship building, communication, conflict resolution, negotiation

Change Leadership

Adaptability, implementation discipline, continuous improvement mindset

Cultural Leadership

Modeling values, fostering engagement, developing people

Qualifications

• Bachelor’s Degree required; Master’s preferred.
• 5–7 years in multi-site healthcare management (ENT, specialty, or ambulatory practice preferred).
• Proven record of operational performance improvement and leadership of multi-location teams.
• Strong analytical, communication, and organizational skills.

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