Associate Director of Operations, House Calls

Essen Medical Associates•Bronx, NY

1d•Onsite

About The Position

Essen Health Care is a privately held, multispecialty medical group in New York. Its Intention Healthcare House Calls division delivers value-based care to older adults by bringing nurse practitioners, physician assistants, and physicians directly to patients’ homes. The Associate Director of Operations leads the day-to-day administrative operations of the House Calls division, reporting to senior leadership. The role oversees scheduling, provider assignments, route coordination, the DME referral department, front desk functions, and the call center. It leads and develops operational staff and works to ensure that provider schedules are optimized, patients are seen promptly, and service standards are met across patient interactions. The position also supports the patient experience from initial contact through follow-up, monitors key performance indicators, identifies workflow inefficiencies, and implements process improvements to strengthen productivity, patient access, and patient and caregiver satisfaction. The Associate Director works with clinical leadership, care management, credentialing, billing, and other departments to support efficient and compliant operations.

Requirements

Associate or bachelor’s degree.
Healthcare supervisory operations experience.
Knowledge of insurance processes, including HMOs, PPOs, eligibility requirements, and prior authorizations.
Proficiency in Microsoft Office, particularly Excel.
Strong customer-service mindset.
Excellent organizational and multitasking abilities.
Strong analytical and problem-solving skills.
Ability to manage competing priorities in a fast-paced environment.
Effective written and verbal communication.
Ability to lead teams and collaborate across clinical and administrative departments.
Detail-oriented, with a focus on accountability, productivity, and patient satisfaction.

Nice To Haves

Experience in home care, home-based medical services, call-center operations, or provider scheduling.
Healthcare operations experience.
Spanish-speaking.

Responsibilities

Manage daily operations for the House Calls provider team.
Oversee patient scheduling, provider assignments, route coordination, and schedule changes.
Ensure provider schedules are appropriately filled and aligned with patient-care needs.
Supervise, coach, and support scheduling and administrative staff.
Monitor call-center performance, patient-service standards, and staff productivity.
Review operational reports and KPIs, including patient volume, scheduling efficiency, cancellations, and service levels.
Identify workflow challenges and implement process improvements.
Address escalated patient, caregiver, and provider concerns promptly and professionally.
Coordinate with clinical leadership, care management, credentialing, billing, and other departments.
Support insurance-related processes, including eligibility verification, prior authorizations, and health-plan requirements.
Oversee the DME referral department, including referral intake, processing, and follow-up.
Manage front desk operations and the call center to ensure a seamless patient and caregiver experience.
Monitor patient satisfaction feedback and drive improvements to the patient experience.
Maintain compliance with organizational policies and applicable healthcare regulations.
Assist with staff training, performance management, and operational projects.
Perform other duties as assigned.