Operations Manager, Palliative Transition Partner

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Lead the team responsible for patient outreach, warm handoffs from referral partners, and completion of referrals/screens.

• Manage live patient scheduling within a shared calendar system, adhering to market-specific provider guidelines without necessitating a transfer or hand-off.

• Anticipate staffing requirements by market, guided by referral volume and panel growth.

• Take ownership of and report on key central metrics, including warm handoff rate, palliative transition rate, engagement rate, visits per patient by acuity, and timely initiation of care.

• Establish a recurring reporting schedule for quarterly business reviews and internal leadership updates.

• Recruit, train, and oversee the central calling/scheduling personnel.

• Develop and uphold standard operating procedures (SOPs) for patient outreach, referral/screening completion, and scheduling across various markets.

• Act as the escalation point for scheduling conflicts or discrepancies between central and market teams.

• Serve as the main operational contact for the partner organization.

• Identify and resolve friction points between central operations and market/partner teams.

• Represent central operations in meetings and business reviews with partners.

• Lead the operational onboarding process for new markets, including local scheduling regulations, provider calendar configuration, and staffing ramp-up.

• Collaborate with market and regional leadership to confirm rule configurations prior to going live.

• Refine the central/market operating model as new markets present unique challenges.

• Work in coordination with the external care partner organization on shared metrics and process modifications.

• Collaborate with market-based clinical teams regarding scheduling logistics and problem resolution.

• Proactively alert leadership about any risks or gaps.

⛳️ Requirements

• Minimum of 3 years in healthcare operations, care coordination, or scheduling operations management (experience in home-based care, hospice, or palliative care is highly preferred).

• Proven track record of managing a team of coordinators/schedulers, including hiring and training responsibilities.

• Strong data and reporting abilities — proficient in creating and maintaining regular metrics reports (Excel is required; AI skills are recommended).

• History of successfully managing operational rollouts or expansions across multiple locations/markets.

• Excellent relationship management skills — experience acting as the primary point of contact for external partners or clients, with a successful record of collaboratively resolving operational challenges.

• Candidates must disclose any current or anticipated need for employment-based immigration sponsorship (including, but not limited to, OPT, STEM OPT, or visa sponsorship) prior to receiving an employment offer.

🏝️ Benefits

• Medical, Dental, Vision, and additional benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity.

• Paid Time Off

• Paid Office Holidays

• Paid Sick Time

• 401(k) with up to 3% company match

• Referral Program

• Payactiv: pay-on-demand. Cash out earned wages when and where you need it!