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POSITION SUMMARY:

Under the general direction of the Director of Program Operations and Systems, the Senior Operations Manager will have direct oversight of contract performance specific to contract-specific program operations. The Senior Operations Manager is responsible for managing the day-to-day operational activities within the designated contract(s). The Senior Operations Manager will assist in evaluating current and proposed systems and recommending changes when necessary. This position will also assist in the implementation of new processes. 

The Senior Operations Manager is responsible for ensuring and improving the performance, productivity, and efficiency of departmental and organizational operations through the provision of effective methods and strategies.  This position oversees operational activities including, but not limited to, coordinating staffing resource, being a subject matter expert to system developers obtaining medical records, scheduling the administrative and fiscal functions and processes necessary to fulfill the clinical mission of one or more sites. Areas of responsibility include Human Resources including recruitment, credentialing and onboarding, day-to-day operations, budget and financial management, client contract management, staffing coordination, medical records, and information management.

MAJOR RESPONSIBILITIES:

• Operations:
  • Oversee and manage day-to day services operations to designated contracts.
  • Manage, coordinate, and monitor the work of various departments and providers.
  • Collaborate with Senior Level Management to develop and implement strategic/operational plans and business systems, including measures and controls for achieving contract compliance.
  • Report regularly to the Director of Program Operations and Systems and recommend appropriate actions to ensure the continued operation of service delivery in conformance with the programs master plan and to ensure delivery of contractual obligations.
  • Submit a corrective action plan for any issues that are not meeting our contractual obligations.
  • Facilitate the completion of contractually obligated reports.
• Human Resources:
  • Responsible for the supervision and training of staff to include hiring, firing and evaluating/documenting performance.
  • Manage and coordinate resource utilization.
  • Recruit for vacant resources
• Client Relations:
  • Work in collaboration with Director of Program Operations and Systems, and client to ensure contractual needs and mandated requirements are being met as well as oversee the implementation of corrective action plans or performance improvement initiatives if necessary.
  • Develop regular communication plans to report status to department and/or client leadership as appropriate.
  • Serve as a liaison between the department and the client.
  • Maintain professional relationships and communicates with providers, working to resolve conflict and facilitates follow up.
  • Develops and maintains relationships with the community-based organizations.
  • ABI/PNA only – (CCM/PASRR not applicable) Oversee provider credentialing; recruitment and retention programs for provider services in conjunction with applicable ForHealth Consulting departments.
• Performance Improvement / Compliance:
  • Ensure all products and services delivered to the department meet or exceed stated objectives and consistently comply with relevant contractual requirements and quality standards.
  • Formulate and implement departmental and organizational policies and procedures to maximize output.
  • Promote service quality through comprehensive, reliable and accessible systems of data collection and analysis.
  • Monitor adherence to rules, regulations and procedures
  • State-wide travel may be required, although rarely.

REQUIRED QUALIFICATIONS: 

• Bachelors degree in business or healthcare administration, a related field, or equivalent.
• 7-9 years of experience in operations with program administration or human resources focus.
• Effective verbal and written communication skills necessary to interact with all levels of the organization.
• Proven track record of successful staff management.
• Knowledge and experience in organizational effectiveness and operations management.
• Knowledge and experience in business management and project management principles & practices.
• Knowledge of human resource principles & practices.
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills, persuasive with details and facts.

PREFERRED QUALIFICATIONS:

• Previous experience in health environment.
• Previous experience working with Executive Office of Health and Human Services