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Job Title: Regional Center Operations Supervisor

Reports To: Regional Director of Operations (RDO)

Location/Travel: Multi-site (In-person rotation across RI and CT centers)

Job Summary

The Regional Center Operations Supervisor is a pivotal operational leader responsible for driving schedule efficiency, team development, and cross-functional collaboration across our Rhode Island and Connecticut centers with a heavy emphasis placed on optimization of regional scheduling metrics and proactive training. This role directly manages all regional floats, including Welcome Coordinators (WCs), Medical Assistants (MAs), and Scribes (CIS), as well as the Lead Welcome Coordinator (Lead WC), ensuring seamless operational coverage and peak performance.

Key Responsibilities

Clinic Operations

• Performance Metrics: Take full ownership of key regional scheduling metrics to maximize center efficiency and patient access. This includes monitoring and driving:
  • Slot Utilization
  • Health Review Visit targets
  • Post Discharge Visits within 7 and 14 days
  • Schedule Cadence adherence
  • Completion of Appt Request Workqueues
• In Basket Management: Oversee WC In Basket pools to ensure maximum efficiency, tracking response times to guarantee prompt, high-quality responsiveness to our patients. During downtime, actively assist the team by jumping into the queues and answering patient messages directly.
• Cross-Coverage Coordination: Serve as the central point of contact for regional service staffing needs; proactively coordinate coverage for administrative tasks to ensure seamless operations.
• Proactive Schedule Auditing: Support PM with schedule management by reviewing regional schedules weekly for at least one month out. Ensure templates are applied correctly, appropriate blocks are in place, and patients are not scheduled during unavailable provider time. Proactively identify and escalate emerging trend opportunities to RDO.
• On-Site Rotation: Maintain a highly visible regional presence. Spend one time per month on-site at our Connecticut centers. During the remaining weeks, rotate through Rhode Island centers on a weekly basis.

Staff Management and Development

• Direct Supervision: Manage and supervise the regional cohort of Floating WCs and the Lead WC.
• Morale & Retention: Take active ownership of the culture, morale, and overall retention of the WC cohort. Proactively identify signs of burnout, celebrate team wins, and foster an inclusive, supportive environment for a historically high-turnover role.
• Training & Mentorship: Support training, onboarding, and mentoring for the WC cohort in conjunction with the Lead WC.
• Educational Initiatives: Initiate and execute region-wide training sessions, refresher courses, and other ad hoc service excellence training where necessary.
• Performance Collaboration: Meet regularly with PMs to discuss performance opportunities, feedback, and development plans within the WC cohort.

Leadership

• Cross-Functional Partnerships:
  • Partner with PHD on regional Stars initiatives, aligning front-desk workflows and outreach efforts to support quality metrics.
  • Partner closely with the RDG on growth initiatives, ensuring appropriate New Patient Visit blocks within schedules and enforcing best practices around scheduling 1st HRVs at check out.
  • Partner with the Sr. PRM on patient engagement initiatives and ensuring seamless, high-quality NPV workflows.
• Operations Backup: Act as a dependable leadership resource across the region; when possible, provide in-person leadership support when PMs are out of office or on leave.

What are we looking for?

• An exceptional ability to solve problems and think critically
• Strong collaboration skills and demonstrated success working within a team
• A flexible and positive attitude
• Ability to work in a fast-paced, often ambiguous environment
• A proactive and adaptable working style; able to take ownership of tasks
• 2+ years professional experience in a customer service setting
• 1+ year experience leading a team preferred
• Proficient PC skills
• Associate's degree required, Bachelor's degree preferred
• US work authorization

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $93,574.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 01/18/2027

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.