Senior Operations Manager

Key Responsibilities

Operational Leadership

• Provide oversight of daily operations across behavioral health support functions.
• Lead department managers, including Intake, Clinical Support, Billing, Credentialing, and IT coordination.
• Ensure alignment across patient access, communication, telehealth, and care support teams.
• Drive service excellence across multi-channel patient communication (calls, texts, and video visits).

Patient Access & Call Center Oversight

• Oversee inbound and outbound patient call operations supporting mental health services.
• Manage patient call volume, queue performance, and workforce planning.
• Ensure service levels meet performance targets such as Average Speed of Answer (ASA), First Call Resolution (FCR), Abandonment Rate, Average Handle Time (AHT), and Patient Satisfaction (CSAT).
• Improve patient access to care by reducing wait times and streamlining scheduling workflows.

Commercial Payers & Billing Operations Oversight

• Oversee billing operations related to commercial insurance payers, ensuring accurate claim submission, payment posting, and revenue cycle efficiency.
• Collaborate with the Billing Manager to monitor claims performance, denial rates, reimbursement timelines, and payer-specific compliance requirements.
• Ensure operational alignment between patient access, insurance verification, authorizations, credentialing, and billing workflows.
• Monitor key revenue cycle metrics, including clean claim rate, days in accounts receivable (A/R), denial trends, and payer turnaround times.
• Support strategic payer relationships and operational readiness for commercial insurance audits or credentialing updates.
• Partner with leadership to improve revenue optimization

Technology, Telehealth & Systems Oversight

• Oversee implementation, optimization, compliance, and performance of digital healthcare platforms including Spruce Health, and Zocdoc.
• Ensure integration between communication platforms and EMR/EHR systems.
• Maintain HIPAA compliance across telehealth and communication tools.
• Monitor system performance, patient engagement, and operational analytics.
• Support staff training and technology adoption.
• Evaluate new digital solutions to enhance patient access and experience.

Patient Experience & Service Quality

• Establish service standards for compassionate, compliant patient communication.
• Oversee appointment coordination, follow-ups, referrals, and retention workflows.
• Manage escalated patient concerns and service recovery.
• Drive initiatives that enhance patient engagement and continuity of care.

Compliance & Documentation

• Ensure adherence to HIPAA and U.S. healthcare privacy regulations.
• Maintain documentation integrity across EMR, CRM, and communication systems.
• Support audits, quality monitoring, and regulatory reporting.

Process Improvement & Strategy

• Analyze operational data to identify inefficiencies and improvement opportunities.
• Lead workflow redesign, automation initiatives, and technology enhancements.
• Develop performance improvement strategies across departments.
• Partner with leadership to scale operations and support organizational growth.

Leadership & Talent Development

• Provide direction and mentorship to Managers.
• Establish accountability structures tied to KPI performance.
• Support workforce planning, hiring strategies, and training programs with the HR Director.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, or related field (Master's preferred).
• 5+ years of leadership experience in healthcare operations.
• Experience in mental or behavioral healthcare service environments.
• Background in call center or patient access operations.
• Experience managing multiple operational managers.
• Proficiency with Spruce Health, Doxy.me, and Zocdoc.
• Experience with EMR/EHR systems.
• Knowledge of call center platforms, IVR, and queue systems.
• Data analysis and KPI performance management.
• Must use own equipment (laptop/PC, reliable headset, stable internet)
• Must have a comfortable, quiet, and distraction-free workspace for remote days.

Work Schedule

• Full-time role as a 1099 Independent Contractor.
• Hybrid setup on remaining days, depending on team needs
• Regular coordination and check-ins with the CSuite