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DATE ADDED: Thu 11/10/2018

Regional Manager, Operations (3:30Pm-12:00Am)

Richmond, USA


Job Description


Job purpose 


The Regional Manager, Operations is responsible for planning, leading, organizing and executing operations to maximize productivity while meeting all CIOX Health, client, and regulatory service requirements   This position focuses on customer service, growing, strengthening and retaining client relationships while providing guidance and leadership for regional associates.   


Duties and responsibilities 


  • Leadership Responsibilities 

    • Implement industry best practices to maximize productivity as measured by correctly completed medical information request per unit of time 

    • Establish site, team, and individual performance objectives to include productivity, quality, and customer satisfaction 

    • Create, and manage multiple full-service or clinic route accounts within the district. 

    • Escalates customer issues/concerns/problems in a pro-active and timely manner to retain an account. 

    • Demonstrates a solid understanding of the meaningful operational metrics and utilizes this information to manage his/her book of business. 

    • Monitors monthly franchise financial statements 

    • Works with the field supervisors and staff to achieve desired results on expenditures, productivity, and volume.    

    • Coordinates with Sales & Account Management to introduce and market new products and services offered by the Company 

    • Recruits and hires competent, qualified staff commensurate with defined job responsibilities. 

    • Ensures that staff is oriented, trained and the competence of staff is assessed (including but not limited to ROI & HIPAA), maintained, demonstrated and improved continually. 

    • Understand and utilize CIOX’s Health method of compensation for the representatives and administer bi-weekly time management.  

    • Conducts accurate, meaningful & timely performance appraisals; issues commendations; conducts performance improvement progressive disciplinary actions and makes recommendations for discharge actions and such recommendations will be given particular weight; and carries out all other personnel actions fairly and consistently, according to policies, procedures and laws/regulations.  

    • Troubleshoot equipment issues and work with Help Desk to resolve all escalated matters. 

    • Carries out responsibilities in accordance with CIOX Health policies and procedures and applicable regulations, including HIPAA, state/federal regulations related to operations, and labor regulations. 

    • Maintain professional behavior at all times 

  • Confidentiality 

    • Responsible for upholding security and confidentiality regulations, and facility policies and procedures for access and review of all medical records. 

  • Customer Service Skills 

    • Coordinates with Sales/Account Management to conduct monthly customer account review meetings in person with all franchise accounts as well as checking in by telephone as needed, ensuring that their needs are met, if not exceeded.   

    • Reviews HIM Director’s assessment of account performance and employee performance.  

    • Responds to concerns in a timely and professional manner. 

  • Performs other duties as identified and/or assigned.  





  • A High School Diploma or GED is required 

  • Bachelor’s degree in Business/Medical Management or equivalent experience 

  • Minimum of 2 years management experience in a healthcare environment preferred 

  • Must have valid driver’s license 

  • Driving record and Proof of Insurance that is acceptable per company’s driver policy 

  • Professional office/customer service experience 

 Proficient knowledge of Microsoft Office including Word and Excel 

Knowledge of medical business office or healthcare revenue cycle software is a plus 


  • Must be motivated self-starter, proactive, a leader, and have a positive outlook/outgoing personality 

  • Must be able to handle multiple tasks at one time 

  • Typing skills (50 wpm) 

  • Must be able to use fax, copier, microfilm machine 

  • Must be willing to learn new equipment and new processes quickly 

  • Must have strong analytical skills 

  • Must have excellent leadership and good decision making skills 

  • Ability to travel at least 60% of the time 



Working conditions 


Over 90% of the time is spent indoors, with protection from weather conditions.  Exposure to noise levels that may be distracting or uncomfortable is present in only unusual situations. 


Physical requirements 


Sitting, talking, hearing and near vision are required over 90% of the time, while walking is required about 10% of the time.  Standing is required over 30% of the time.  The sense of touch is required 90% of the time and reaching is required about 50% of the time.  Bending, twisting, and climbing are required, as is far vision, but only for 10% or less of the time.  Low levels of lifting (10 pounds or less) are required about 25% of the time, while medium levels (20 to 40 pounds) of lifting and carrying are required less than 5% of the time.  High levels (52 pounds) of lifting are required under 2% of the time.  Driving to client location is a considerable portion of the position. 


 EEO Employer F/M/Vet/Disabled

Company Description
We are the single largest access point for meaningful health information in the country. We are embedded in more provider sites across the country — the majority of the U.S. delivery system — as their release of information partner. In addition, we connect numerous provider sites through our field technicians and technology platform for record retrieval. This makes us uniquely positioned to help break down interoperability barriers and bring access to health information to all those who need it — regardless of location, EMR, or health system affiliation.

Role: Regional Manager, Operations (3:30pm-12:00am)
Job Type:
Location: Richmond,

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