Regional Manager - Connecticut

Best Upon Request Corporate, Inc.•Stamford, CT

13d•$77,500 - $78,500•Hybrid

About The Position

Best Upon Request (BEST) is hiring a Regional Manager to lead patient concierge programs at hospital clients in Fairfield County, Connecticut, including emergency department and maternity programs. This is a hybrid, hands-on leadership role requiring frequent on-site presence at every program, regular full shifts working alongside the concierge team, and remote work for planning, reporting, and client follow-up. The manager must live within reasonable commuting distance of all program locations. Programs operate seven days a week, and availability for evenings and weekends is required. The Regional Manager owns program utilization and engagement, client relationships, team leadership and development, operational performance and compliance, program launches, and growth and retention. The role includes coaching staff in the moment, rounding with patients, families, and care teams, maintaining coverage, improving service performance, and ensuring compliance with HIPAA, client policies, BEST standards, and contracts. The manager reports to the Director, Client Services. BEST is a growing, values-based, certified woman-owned company with more than 35 years in business. It provides concierge services as an employee benefit and patient amenity and describes its environment as high-trust and highly collaborative. Strong performers have a path to larger account portfolios and senior regional leadership. The company is an equal opportunity employer committed to an inclusive environment.

Requirements

At least 5 years of experience in operations, account management, hospitality, or multi-site service delivery, including management of client relationships and senior stakeholders.
Coaching, supervisory, or team-leadership experience.
Ability to stand and walk for most of a shift and regularly lift up to 25 pounds, and occasionally up to 50 pounds.
Valid driver's license, reliable transportation, and required vehicle insurance.
Ability to pass a background check and drug screen.
Ability to obtain client hospital badging and meet occupational health requirements, such as immunizations and TB screening.
Proficiency in Microsoft Office and CRM platforms.
Organized, self-accountable, engaging communicator; compassionate and composed under pressure.
Availability for evening and weekend work, with schedule flexibility.

Nice To Haves

Healthcare, hospitality, concierge, or patient experience background.
Experience launching new programs or leading change.
Multilingual fluency.

Responsibilities

Own utilization and engagement across assigned programs through launch campaigns, communications, on-site events, promotions, and local business offers.
Build executive-level relationships with client sponsors, lead business reviews and strategic check-ins, resolve issues proactively, and surface risks to leadership.
Lead, coach, and develop concierge team members and emerging leaders; set expectations, reinforce service standards, and recognize performance.
Maintain frequent on-site presence at every program, regularly work full shifts alongside the team, round with patients, families, and care teams, and cover evening and weekend shifts as needed.
Drive service levels and client metrics; ensure compliance with HIPAA, client policies, BEST standards, and contracts; own scheduling and coverage; and lead continuous improvement.
Launch and stabilize new programs by hiring and training concierges, establishing workflows with hospital partners, and setting service standards.
Partner with Sales on renewals, upsells, and expansion; identify enhancements that increase client value; and represent BEST at client and networking events.
Accurately capture activity in BEST's systems, follow HIPAA requirements, and demonstrate BEST's core values.
Develop engaged, high-performing teams, consistent seven-day coverage, and emerging leaders.

Benefits

Comprehensive medical, dental, and vision coverage, including 100% preventive care, for team members scheduled at least 30 hours a week.
Company-paid life and disability insurance.
401(k) with company match.
HSA and dependent care FSA options.
17 days of PTO, increasing with tenure.
10 paid holidays.
Wellness rewards.
24/7 Employee Assistance Program.
Annual bonus eligibility.
Path to larger account portfolios and senior regional leadership for strong performers.