Regional Operations Manager

Maryland Wellness•Cumberland, MD

3d•$50,000 - $60,000•Onsite

About The Position

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.

Requirements

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.
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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.