Regional Operations Manager

4M Dental Implant Center is seeking an experienced Regional Operations Manager to own the operational and financial performance, leadership development, and patient experience of all 4M practices. This role works closely with office managers, treatment coordinators, doctors, clinical leadership, and home support departments to strengthen practice performance and deliver consistent, high-quality service. The Regional Operations Manager is accountable for practice P&L results, weekly forecasting, KPI performance, and the development of our office managers, and serves as the operational leader for the region on behalf of the Chief Operating Officer.

Essential Responsibilities

Regional Practice Operations

• Oversee daily operations across all 4M practices, ensuring consistent execution of company policies, workflows, and service standards.
• Visit each practice 1 to 2 times per month, depending on practice performance, to evaluate performance, identify operational challenges, and implement measurable improvements.
• Provide a brief written recap to the Chief Operating Officer after each practice visit, including findings, action items, owners, and due dates.
• Hold office managers accountable for practice organization, team performance, patient follow-up, and timely completion of responsibilities.
• Partner with clinical leadership to align operational support with doctor availability, surgical schedules, staffing needs, and patient readiness. Clinical team scheduling remains the responsibility of clinical leadership.
• Coordinate with laboratory, call center, revenue cycle, finance, HR, and training teams to resolve issues affecting practice performance.
• Support new practice openings, leadership transitions, and implementation of company initiatives.
• Own regional administrative staffing and coverage, ensuring practices are adequately staffed during vacancies, leaves, and absences.

Financial Performance and Accountability

• Monitor practice performance against collection goals, budgets, and operational targets.
• Review key performance indicators, including consultation volume, treatment acceptance, collections, outstanding balances, cancellations, refunds, staffing costs, and schedule utilization.
• Evaluate performance trends and develop action plans with clear ownership, timelines, and follow-up.
• Review practice profit and loss statements and identify opportunities to improve productivity and manage expenses.
• Prepare and submit weekly practice level forecasts for production, collections, and new patient volume, due each Monday, and communicate practice needs, performance risks, and progress to leadership.
• Reinforce accurate documentation, payment collection processes, and adherence to approved financial and discount policies.
• Conduct regular audits of patient accounts, including contracts, fees, discounts, financing, and treatment acceptance ratios, and resolve discrepancies with office managers and Revenue Cycle Management.
• Support office managers and treatment coordinators with case acceptance and discount considerations.
• Drive same store sales growth through practice level action plans with clear owners and timelines.
• Approve operational expenditures within budget and established authority limits.

Full-Arch Patient Experience and Treatment Coordination

• Coach office managers and treatment coordinators on patient communication, consultation preparation, treatment presentation, financing workflows, objection handling, and follow-up.
• Ensure teams communicate clearly about the full-arch treatment process, scheduling expectations, and financial responsibilities within their roles.
• Partner with clinical teams to address workflow barriers involving medical clearances, surgical preparation, laboratory coordination, and restorative appointments.
• Oversee the Patient Experience Manager, who reports to this role and serves as the first point of contact for escalated patient concerns, grievances, refund and cancellation requests, and negative online reviews. Resolve matters escalated beyond the Patient Experience Manager and escalate to the Chief Operating Officer as needed.
• Own patient experience KPIs by location, including average star rating, number of 1 and 2 star reviews, refund rate, and refund dollars retained.
• Promote ethical treatment coordination that supports informed patient decisions and respects clinical recommendations.

Leadership, Staffing, and Team Development

• Lead, coach, and develop office managers and other designated team members across all 4M practices.
• Establish clear expectations and provide regular feedback, performance reviews, and documented follow-up.
• Partner with HR and Recruitment to assess staffing needs, interview candidates, and support effective onboarding and retention.
• Identify training gaps and coordinate targeted development with clinical and learning and development leaders.
• Address performance and conduct concerns promptly in partnership with HR.
• Hire, discipline, and terminate office managers in partnership with HR and with approval of the Chief Operating Officer.
• Maintain appropriate professional boundaries with team members at all locations so that accountability can be applied consistently and fairly.
• Build leadership readiness through succession planning, cross-training, and development of internal talent.
• Foster a professional, accountable, and collaborative work environment.
• Perform other duties as assigned.