Regional Manager - Connecticut

Best Upon Request; Stamford (CT); Hybrid; USD 78,000 - 79,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

401(k) with company match

PTO 17 days + holidays

HSA and DCA options

Job summary

Best Upon Request (BEST) seeks a Regional Manager to lead patient concierge programs at hospital clients in Fairfield County, Connecticut. This hands-on, hybrid leadership role requires frequent on-site presence, coaching the concierge team, and remote planning and client follow-up to ensure program success.

You will build executive relationships with client sponsors, drive utilization and engagement, and oversee scheduling, HIPAA compliance, and continuous improvement across seven-day programs.

Qualifications

• Experience — 5+ years in operations, account management, hospitality, or multi-site service delivery, including managing client relationships and senior stakeholders.
• Leadership — coaching, supervisory, or team-leadership experience; experience launching new programs or leading change preferred.
• Personal Qualities & Skills — servant-hearted, compassionate, and composed under pressure; an engaging communicator who is organized, self-accountable, and proficient in Microsoft Office and CRM platforms. Multilingual fluency preferred.
• Requirements — able to stand and walk for most of a shift and lift up to 25 pounds regularly; valid driver’s license, reliable transportation, and required vehicle insurance; ability to pass a background check and drug screen; and ability to obtain client hospital badging and meet occupational health requirements.

Responsibilities

• Lead patient concierge programs across hospital sites in Fairfield County.
• Coach and develop concierge team; set clear expectations and service standards.
• Maintain frequent on-site presence and cover evenings/weekends as needed.
• Drive HIPAA compliance and align with client policies and BEST standards.
• Partner with Sales on renewals, upsells, and program expansions.

Skills

Leadership

Multisite ops

Communication

CRM proficiency

Tools

CRM platforms

Microsoft Office

Job description

Location: Hybrid; frequent on-site presence at our healthcare client programs in Fairfield County, Connecticut, with remote work for planning and administration; must live within reasonable commuting distance of all program locations

Reports to: Director, Client Services

FLSA Status: Exempt

Compensation: $77,500–$78,500 annually, plus annual bonus eligibility

Schedule: Regular full shifts on site alongside your team, balanced with remote work. Programs operate seven days a week; availability for evenings and weekends is required.

Position Summary

At Best Upon Request (BEST), the Regional Manager leads patient concierge programs at our hospital clients in Fairfield County, Connecticut, including emergency department and maternity programs. This is a hands-on, hybrid leadership role: you keep a frequent presence at each program, regularly working full shifts alongside your concierge team to see the work firsthand, coach in the moment, and keep programs covered, and you work remotely for planning, reporting, and client follow-up.

What You'll Do

• Utilization, Engagement & Marketing — own utilization and engagement across your programs through launch campaigns, communications to patients, families, and care teams, on-site events, and promotions; partner with favorite Fairfield County businesses to bring patients and families discounts and special offers; and carry BEST's culture to our team and the people we serve.
• Client Partnership & Relationship Stewardship — build trusted, executive-level relationships with client sponsors; lead business reviews and strategic check-ins; and resolve issues proactively, surfacing risks to leadership.
• Team Leadership & Development — lead, coach, and develop concierge team members and emerging leaders; set clear expectations, reinforce service standards, and recognize performance by working regularly alongside your team.
• On-Site Presence — maintain a frequent presence at every program, regularly working full shifts as a concierge and leader, rounding on patients, families, and care teams, and covering evening and weekend shifts across seven-day programs as needed.
• Operational Excellence & Compliance — drive service levels and client metrics; ensure compliance with HIPAA, client policies, BEST standards, and contracts; own scheduling and coverage; and lead continuous improvement.
• Program Launches — launch and stabilize new programs: hire and train concierges, set workflows with hospital partners, and set the service standard from day one.
• Growth & Retention — partner with Sales on renewals, upsells, and expansion; identify program enhancements that increase client value; and represent BEST at client and networking events.
• Every Day — accurately capture activity in BEST's systems, strictly follow HIPAA, and live out BEST's core values: trustworthy, compassionate, resourceful, results-focused, and value-creating.

What Success Looks Like in Year One

• Measurable lift in utilization, engagement, and service performance at assigned sites.
• New programs launched and stabilized: fully staffed, trained, and meeting service standards.
• Strong renewal outcomes and trusted relationships with hospital sponsors.
• Engaged, high-performing teams with low regrettable attrition and consistent seven-day coverage.
• Emerging leaders identified and developed within the team.

This Role Is Right for You If

• You lead from the front — you're on the floor with your team often and stay connected when you're not.
• You thrive in ambiguity and earn trust through preparation and follow-through.
• You're steady in fast-paced, emotional hospital settings.
• You want to build something — not just maintain it.
• Your schedule can flex to evenings and weekends.

Qualifications and Experience

• Experience — 5+ years in operations, account management, hospitality, or multi-site service delivery, including managing client relationships and senior stakeholders. Healthcare, hospitality, concierge, or patient experience background preferred.
• Leadership — coaching, supervisory, or team-leadership experience; experience launching new programs or leading change preferred.
• Personal Qualities & Skills — servant-hearted, compassionate, and composed under pressure; an engaging communicator who is organized, self-accountable, and proficient in Microsoft Office and CRM platforms. Multilingual fluency preferred.
• Requirements — able to stand and walk for most of a shift and lift up to 25 pounds regularly (50 occasionally); valid driver’s license, reliable transportation, and required vehicle insurance; ability to pass a background check and drug screen; and ability to obtain client hospital badging and meet occupational health requirements (e.g., immunizations, TB screening).

Benefits and Total Rewards

Team members scheduled 30 or more hours a week enjoy:

• Comprehensive medical, dental, and vision coverage, with 100% preventive care
• Company-paid life and disability insurance
• A 401(k) with company match, plus HSA and dependent care FSA options
• 17 days of PTO that grows with tenure, plus 10 paid holidays
• Wellness rewards and a 24/7 Employee Assistance Program

About Best Upon Request

Great Place to Work-Certified eight years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based, certified woman-owned company with more than 35 years in business creating life-enriching experiences for our clients and customers, team members, and community. Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. BEST knows its greatest asset is our people. Our team can expect comprehensive total rewards focused on well-being, in a high-trust, highly collaborative environment where each team member can thrive. Strong performers in this role have a clear path to larger account portfolios and senior regional leadership.

BEST is an equal opportunity employer committed to an inclusive environment for all team members. This role description is not intended to include all possible accountabilities. All team members of BEST may be required to perform duties other than those listed in a role description.