Regional Director of Operations

The Regional Director of Operations provides strategic and operational leadership for practice operations and related services across Hightop Health. This role is responsible for regional performance, growth, operational consistency, and execution of organizational priorities across multiple practice sites and service lines. The Regional Director partners closely with executive leadership, practice leaders, and cross-functional teams to optimize workflows, strengthen patient experience, support team engagement and retention, and maintain strong financial and operational outcomes.

This role leads regional operating rhythm, establishes and monitors key performance indicators (KPIs), ensures consistent implementation of policies and procedures, and drives continuous improvement initiatives. All responsibilities are carried out in alignment with Hightop Health policies and procedures; applicable laws and regulations; payer requirements; and accreditation standards (including those of The Joint Commission, as applicable), with particular attention to privacy, safety, documentation practices, quality oversight, and survey readiness.

• Provide regional operational leadership to ensure consistent, high-performing practice operations aligned with Hightop Health’s strategic priorities and growth plans.

• Develop and execute a cohesive regional strategy, translating organizational goals into actionable plans and measurable outcomes across practice sites.

• Serve as a senior operational partner to executive leadership and key stakeholders, providing visibility into regional performance, risks, and opportunities.

• Build an accountable, service-oriented culture that prioritizes patient experience, operational excellence, and team engagement.

• Develop, implement, and monitor a regional operating plan that aligns with organizational goals and supports site-level needs, scalability, and sustained performance.

• Provide strategic guidance and coaching to practice leaders and department heads; ensure successful execution of initiatives and growth objectives across the region.

• Lead regional planning for operational readiness, staffing models, access strategy, and service delivery enhancements.

• Establish a disciplined cadence for communication, performance review, and issue escalation across sites (e.g., weekly huddles, monthly KPI reviews, quarterly business reviews).

• Oversee day-to-day operations across practice sites to ensure efficient workflows, reliable patient access, and consistent service delivery.

• Develop, implement, and monitor operational policies, procedures, and standardized workflows to ensure consistency, scalability, and compliance.

• Coordinate with vendors and operational partners (e.g., IT support, building maintenance, pharmacies and other key service partners) to maintain effective operations and timely issue resolution.

• Identify operational bottlenecks and implement process improvements that enhance efficiency, reduce errors, and improve patient experience.

• Ensure consistent documentation practices and operational recordkeeping that support audit and survey readiness.

• Establish and track regional KPIs related to patient satisfaction, financial performance, operational efficiency, access, and employee retention; monitor trends and provide actionable insights.

• Partner with site leaders to address performance gaps through structured action planning, coaching, and accountability mechanisms.

• Lead continuous improvement initiatives that strengthen service quality, operational outcomes, and team effectiveness; measure impact and sustain gains.

• Provide regular reporting to executive leadership on regional performance, risks, and progress against strategic goals.

• In partnership with senior leadership, identify and pursue business development opportunities that support growth of the practice network and service offerings.

• Develop and execute strategies to attract new patients/clients and retain existing patients through access improvements, referral relationship support, and experience-focused initiatives.

• Support development of regional pipelines for new programs and services, ensuring operational readiness and consistent execution across sites.

• Collaborate with internal stakeholders to strengthen referral pathways and community/provider engagement strategies as…