Program Operations Manager

The Role

We are seeking a dedicated Program Operations Manager to play a critical role in ensuring the smooth and efficient functioning of our clinical programs. Reporting to the Senior Program Operations Manager, this role oversees vital operations including patient onboarding, operational excellence, quality assurance, treatment plan tracking, outpatient provider communication, and the reporting of outcome measures.

What You'll Do

Patient Onboarding & Support

• Implement a streamlined patient onboarding process that includes schedule coordination, app onboarding, program orientation, and handoffs to Care Ops Specialists.
• Coordinate with the clinical team to ensure a smooth treatment transition for new patients while promptly addressing any patient concerns.
• Send Welcome Emails to caregivers and outpatient providers as new patients enter the program.

Operational Excellence & Quality Assurance

• Develop and implement robust operational procedures and workflows to optimize program efficiency and compliance.
• Conduct regular audits and quality assurance reviews for treatment plans and outcome measures to ensure compliance with relevant regulations and accreditation standards.
• Develop strategies to improve patient satisfaction survey completion rates and review the daily census to ensure all hours and team member attendance are properly accounted for.

Treatment Plans & Provider Communication

• Ensure that primary therapists complete initial treatment plans and updates, and verify they are signed and uploaded to the Electronic Health Record (EHR) system.
• Maintain accurate contact information for outpatient providers, send welcome letters upon admission, and ensure weekly updates are completed and sent according to company processes.
• Ensure the MDS is completed and sent to the outpatient team upon client discharge.

Outcome Measures

• Enroll all clients into the outcome measure database upon admission, ensuring initial measures are sent and completed within 48 hours to 7 days.
• Follow established processes to manage and track missing outcome measures, including monthly and discharge measures.
• Lead communication efforts to obtain outcome measures reliably, uniting the care team around measurement-based care.

Qualifications

• Bachelor's degree or equivalent experience in healthcare administration, business administration, or a related field.
• 2+ years of experience in healthcare operations management, with a strong preference for experience in a behavioral health setting.
• Experience with Electronic Health Record (EHR) systems, Google Workspace, and data analysis and reporting.
• Knowledge of relevant regulations and accreditation standards, such as the Joint Commission.
• Strong analytical, problem-solving, organizational, time-management, and interpersonal communication skills.

Physical & Environmental Requirements

• Must have reliable internet connection.
• Must be comfortable operating a computer and smart-phone and navigate applications within macOS and iOS.
• Must be comfortable communicating with colleagues via chat, telephone, and video calls.
• Must be able to sit for the majority of the shift.
• This is a work-from-home position. Work should be performed in a private, quiet space with minimal background noise.