Regional Operations Manager

The Regional Operations Manager provides leadership and oversight for day-to-day operations, compliance, facilities management, and client/provider support across Maryland Wellness offices. This position is responsible for ensuring smooth operational functioning, high-quality client experiences, and continuous regulatory readiness (CARF, COMAR). The Regional Operations Manager supervises Client & Provider Support and Admissions teams, coordinates facilities and health/safety needs, and partners with leadership to align office operations with Maryland Wellness standards. This role requires a balance of strategic oversight, hands-on problem solving, and staff leadership to promote effective service delivery and organizational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership & Supervision

• Directly supervise Client & Provider Support and Admissions staff across assigned region, including coaching, training, and regular performance feedback.
• Conduct 1:1 supervision sessions and performance reviews; contribute to succession planning.
• Lead onboarding, training, and ongoing education for new and existing staff.
• Approve payroll and oversee scheduling to ensure adequate coverage across offices.
• Facilitate team huddles and meetings to share updates, gather feedback, and drive process improvement.
• Promote a culture of accountability, teamwork, and continuous improvement.

Client & Provider Support Oversight

• Ensure timely, professional handling of all client communication (phone, email, text, in-person).
• Oversee provider scheduling accuracy, client eligibility verification, and reassignment processes.
• Monitor client engagement, re-engagement, and outreach efforts; track outcomes through EHR and reporting systems.
• Manage specialized processes (e.g., Problem Solving Court coordination, Medicare Incident-To compliance, Preferred Partners, etc.).
• Partner with clinical staff to troubleshoot scheduling, client access, and barriers to care.

Admissions Oversight

• Ensure smooth, client-centered registration and intake processes.
• Oversee completeness and accuracy of client documentation (consents, ROIs, billing details, intake packets).
• Manage waitlists, referrals, and coordination with Outreach for referral sources and events.
• Ensure timely scheduling of assessments and follow-up on no-shows.
• Run reports on admissions, conversions, timelines, and portal access to identify trends and areas for improvement.

Compliance & Licensing

• Maintain continuous readiness for CARF accreditation and state licensing requirements across offices.
• In collaboration with the Director of Operations, lead accreditation and licensing needs for facilities within their jurisdiction
• Ensure staff adherence to regulatory standards for record-keeping, scheduling, and service delivery.
• Coordinate with Quality and Operations leadership to implement corrective actions and workflow improvements.
• Oversee compliance with ADAA, COMAR, and payer requirements.

Facilities & Health/Safety Management

• Conduct weekly site walk-throughs to ensure facilities meet Maryland Wellness standards.
• Oversee construction, renovations, and maintenance projects for existing and new office launches.
• Coordinate with contractors for cleaning, branding, signage, IT/security, and supply needs.
• Manage health and safety operations: conduct drills, maintain Safety Binders, provide training, and ensure ADAA/CARF compliance.
• Determine office openings/closures based on safety considerations and communicate decisions to leadership and staff.
• Monitor and manage Harm Reduction efforts locally including dissemination of materials and required reporting.

Quality Assurance & Reporting

• Conduct monthly chart audits, shadow staff, and review call/data reports.
• Run operational reports (call volume, productivity, client enrollment, scheduling accuracy).
• Identify trends and present findings to leadership with recommended solutions.
• Collaborate with Quality team to align feedback, training, and program updates with client satisfaction and outcomes.

Communication & Collaboration

• Serve as liaison between staff, operations leadership, clinical teams, and other departmental managers.
• Partner with Outreach/Business Development to align office branding, marketing, and community presence.
• Support external stakeholder relationships (e.g., courts, community partners, referral sources).
• Ensure offices follow Maryland Wellness branding, standards, and operational efficiency models.

QUALIFICATIONS

• Bachelor’s degree in Healthcare Administration, Business, Social Services, or related field required; Master’s preferred.
• 5 years of progressive experience in operations management, compliance, or healthcare administration.
• Familiarity with CARF standards, state licensing, and payer regulations.
• Strong leadership and supervisory skills with experience managing multi-site teams.
• Excellent communication, problem-solving, and organizational abilities.
• Proficiency with EHR systems, Google Business platform, and operational analytics tools.
• Ability to travel across assigned Maryland Wellness offices and be on-site in offices 5 days per week.

Skills and Abilities:

• Strong organizational and leadership skills.
• Excellent written and verbal communication abilities.
• Interpersonal skills to effectively build relationships with diverse individuals.
• Ability to handle a fast-paced environment and prioritize tasks.
• Proficient in using computers and technology for data management.