Associate Director of Operations, House Calls

Essen Medical Associates•New York, NY

1d•$80,000 - $90,000•Onsite

About The Position

Essen Health Care is seeking an Associate Director of Operations to lead the day-to-day administrative operations of its House Calls division, part of Intention Healthcare. The division delivers value-based care to older adults by sending nurse practitioners, physician assistants, and physicians to patients’ homes. Reporting to senior leadership, the Associate Director oversees scheduling, provider assignments, route coordination, the DME referral department, front desk functions, and the call center. The role leads and develops operational staff and helps ensure provider schedules are optimized, patients are seen promptly, and consistent service standards are maintained. The Associate Director monitors key performance indicators, identifies workflow inefficiencies, and implements improvements to strengthen productivity, patient access, and patient and caregiver satisfaction. The role works closely with clinical leadership, care management, credentialing, billing, and other departments to support efficient and compliant operations, including insurance-related processes. This is an in-office position at Essen Health Care’s Bronx location, five days a week.

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.