Operations Manager - Manhattan On-site
About The Position
The Operations Manager leads a team of administrative support staff serving the Care Management and Social Work departments. The role ensures timely, accurate, and compliant administrative workflows that support transitions to sub-acute care providers, pre-authorization requests, and transfer documentation. The Manager partners with Social Work, Care Managers, physicians, and post-acute providers to remove discharge barriers, support length-of-stay reduction goals, and strengthen partnerships intended to reduce avoidable readmissions. The position oversees staffing, training, quality standards, and the end-to-end administrative processes for sub-acute referrals and payer authorizations. It maintains tracking tools for referrals, facility responses, bed offers, authorizations, and barriers; monitors quality metrics; and drives process improvements. The Manager also ensures complete clinical handoffs and compliance with hospital policy, payer requirements, HIPAA, and documentation standards.
Requirements
- Bachelor’s degree.
- At least 5 years of people management, team lead, or supervisory experience, or strong equivalent leadership experience.
- Working knowledge of post-acute care settings, payer authorization processes, and discharge planning workflows.
- Ability to communicate effectively with all levels of the organization.
Responsibilities
- Directly supervise and coach Care Management Assistants, including scheduling, coverage planning, performance management, and daily work prioritization.
- Establish standard operating procedures, service-level expectations, and quality checks for referral, authorization, and handoff documentation processes.
- Participate in huddles to align priorities with Care Managers and Social Workers regarding complex discharges, pending skilled nursing facility placement, and authorization delays.
- Develop onboarding, training, and competency validation for Care Management Assistants covering EMR workflows, payer processes, documentation standards, and privacy requirements.
- Oversee administrative processes for sub-acute referrals, including initiating placement searches, assembling clinical packets, and ensuring accurate submissions to facilities.
- Ensure timely initiation and tracking of pre-authorization requests, follow up and escalate delays, and document payer communications.
- Maintain tracking tools and dashboards for pending authorizations, facility responses, bed offers, and barriers, ensuring real-time updates for the care team.
- Identify recurring delays and implement process improvements.
- Partner with interdisciplinary teams to identify discharge barriers and coordinate administrative actions to address them.
- Support hospital length-of-stay reduction initiatives by streamlining referral and authorization processes and initiating post-acute planning early.
- Serve as an operational liaison with skilled nursing facilities and other post-acute providers to improve responsiveness and clarify mutual expectations.
- Standardize and monitor the completeness of clinical handoff information sent to post-acute providers.
- Support readmission reduction by ensuring accurate transmission of clinical and logistical information needed for safe transitions of care.
- Ensure workflows align with hospital policy, payer requirements, and privacy and regulatory standards, including HIPAA and documentation integrity.
- Monitor quality metrics, including referral turnaround time, packet completeness, authorization cycle time, and avoidable delays, and drive corrective action plans.
- Participate in audits and continuous improvement activities related to transitions of care and utilization review support.
Benefits
- Comprehensive benefits and wellness package.
- Financial security benefits.
- Generous time-off program.
- Employee resource groups for peer support.
- Holistic employee wellness program addressing physical, mental, nutritional, sleep, social, financial, and preventive care.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
