Regional Operations Supervisor (2122)

POSITION SUMMARY

The Regional Supervisor is responsible for the supervision, instruction, and ongoing assistance to an assigned region, ensuring that each patient and visitor receives the highest level of service. This role maintains office efficiency by planning and implementing policies and procedures, as well as overseeing the daily operation of staff management and scheduling.

KEY RESPONSIBILITIES

STAFF MANAGEMENT AND DAILY OPERATIONS

• Manage daily operational flow for assigned locations.
• Communicate expectations clearly and ensure employees follow company policies and procedures.
• Address behavioral, compliance, and attendance issues following the corrective action process.
• Partner with the Operations Manager and HR to escalate and resolve employee relations matters.
• Provide guidance, answer staff questions, and support problem-solving.
• Ensure all health and safety policies and procedures are followed.

SCHEDULING, ATTENDANCE, AND PAYROLL

• Prepare, post, and adjust staff schedules.
• Monitor attendance and address attendance concerns.
• Process bi-weekly payroll.

TRAINING, ONBOARDING, AND RECRUITING

• Collaborate with the Clinical Training Team to coordinate training needs.
• Direct designated trainers to facilitate new-hire training.
• Train staff on new policies and procedures.
• Partner with Talent Acquisition to fill open positions, including reviewing candidates and coordinating interviews.
• Oversee staff onboarding.

CUSTOMER SERVICE AND PATIENT EXPERIENCE

• Provide quality customer service, including interacting with patients, answering inquiries, and handling complaints.
• Maintain and report patient metrics, including patients seen, cancellations, no-shows, and follow-ups.

OFFICE STANDARDS, SUPPLIES, AND CLEANLINESS

• Establish expectations and procedures for maintaining a clean, organized office environment.
• Communicate with staff to anticipate supply needs and identify shortages.
• Coordinate supply ordering with the administrative team.
• Ensure cleanliness of offices across assigned locations.

ADMINISTRATIVE DUTIES

• Pick up, secure, and deliver bank deposits from regional locations.
• Complete daily operational reporting.

MARKETING AND PROMOTIONS

• Create marketing flyers for office promotions.
• Develop promotions for cosmetic procedures.
• Attend marketing events.
• Visit local PCP offices near each location to market the practice.

OTHER DUTIES

• Cover shifts at locations when necessary.
• Perform other related duties as assigned by the Operations Manager or Director.

EDUCATION AND EXPERIENCE

• High School Diploma or GED required.
• Associate degree or related healthcare certification preferred.
• Minimum of two (2) years of customer service experience in the healthcare industry preferred.
• Valid Driver's license required.
• Familiarity with dermatology surgical procedures and coding a plus.
• Working knowledge of medical terminology.
• Bilingual helpful.

QUALIFICATIONS

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Excellent time-management skills.
• Knowledge of basic computer skills such as Microsoft Office Suite (Outlook, Word, Excel).
• Excellent interpersonal communication skills.
• Critical thinker with strong problem-solving skills.
• Ability to relate to people with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to handle a call center environment, working quickly and multitasking.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.
• Team player.

PHYSICAL REQUIREMENTS

• This position involves long periods of driving, heavy data entry, and heavy telephone work.