Operations Manager

BMC Software•Boston, MA

2d•Onsite

About The Position

Provides administrative oversight, business management, and program development for OBGYN operations, with a focus on surgical scheduling, referral management, patient access, data reporting, and workflow improvement. Ensures optimal patient access, customer satisfaction, and cost-effective management of the practice. Works in collaboration with the Medical Director, Nurse Manager, Physicians, Faculty Members, and Administrative leadership. Supervises administrative and non-clinical support staff responsible for OR scheduling and referral workflows. Monitors compliance with managed care plans, insurance verification, referral processes, and prior authorization workflows. Establishes work procedures and standards to improve efficiency and effectiveness across practices, subspecialties, and sites. Identifies opportunities to improve access, increase patient volume and services, optimize OR utilization, and address operational gaps. Uses operational data to identify trends, gaps, and opportunities, and prepares reports and presentation materials to support leadership decision-making. Conducts ongoing leadership training of staff and creates an environment which fosters and responds to customer satisfaction.

Requirements

Bachelor's Degree or equivalent plus 5-7 years related experience
At least 3 years management and budget experience

Nice To Haves

Master’s Degree in Healthcare Administration, Business Administration, or related fields strongly preferred.
Strong preference for candidates with demonstrated expertise in surgical scheduling and procedural workflow management
Experience using Tableau to prepare, analyze, and present data.
Experience with LeanTaaS
Prior people management experience, including supervising, coaching, or supporting team performance.
Knowledge of Epic workflows related to insurance verification, referrals, scheduling, and patient access.

Responsibilities

Oversee end-to-end surgical scheduling workflow across all GYN subspecialties, including General GYN, Urogyn, GYN Oncology, Colposcopy, and other specialty areas.
Ensure cases are actioned within defined timelines: Case review within 1–2 business days.
Provide oversight of the scheduling process.
Monitor and manage the OR scheduling pipeline, including: Depot management and case tracking, Waitlist prioritization, Optimization of backfill opportunities.
Partner with surgeons and leadership to align OR utilization with access goals.
Enforce standard scheduling workflows, including: Insurance verification and prior authorization processes, Required documentation completeness before scheduling.
Troubleshoot scheduling barriers, including block availability, provider conflicts, insurance delays, and documentation gaps.
Maintain close coordination with OR leadership and block governance processes.
Support OR optimization initiatives, including: Block utilization improvement, Conversion of unused OR time to clinic sessions, when appropriate.
Ensure clear communication to patients regarding scheduling delays, expectations, and next steps.
Lead standardization of surgical scheduling processes across subspecialties and sites, including SOP development, training materials, and rollout of new workflows.
Partner with Epic team to optimize tools, including Depot, surgical case workflows, and communication tracking.
Support rollout of new procedure workflows, including Botox, new procedure scheduling, and related surgical pathways.
Oversee operational readiness of lab equipment and related clinical equipment as applicable, ensuring issues are escalated and resolved in partnership with appropriate clinical, facilities, or vendor teams.
Oversee referral intake, triage, and scheduling workflows across all programs.
Ensure timely processing of referrals based on established turnaround time expectations.
Monitor referral leakage, delays, and communication breakdowns.
Partner with Epic/IT to improve referral workflows, including status visibility and communication loops.
Standardize referral processes across sites and specialties.
Collaborate with CHCs and external partners to improve referral conversion and patient access.
Escalate high-risk or delayed referrals impacting patient care.
Track and report on key referral metrics, including: Time to schedule, Conversion rates, Referral backlog.
Prepare, run, and analyze operational data to support department priorities, access goals, workflow improvement, and leadership decision-making.
Use data to identify trends, gaps, inefficiencies, and opportunities for operational improvement.
Develop reports, dashboards, and data summaries to monitor key performance indicators across OR scheduling, referrals, access, utilization, and team productivity.
Prepare data and presentation materials for leadership meetings, faculty discussions, and departmental presentations.
Translate data findings into clear PowerPoint presentations and other visual materials for operational review and decision-making.
Collaborate with physicians, faculty members, administrative leadership, and clinical teams to review data, identify barriers, and support process improvement initiatives.
Track progress on operational initiatives and provide updates on outcomes, trends, and areas requiring escalation.
Directly supervise OR scheduling and referral team staff.
Set clear productivity and performance expectations, including: Case turnaround times, Referral processing benchmarks, Communication standards, Accuracy and documentation expectations.
Conduct regular 1:1s, coaching, and performance management.
Address performance issues proactively, including timeliness, communication, accuracy, and workflow adherence.
Ensure adequate staffing models to support workload demands.
Support onboarding and training of new team members.
Develop and reinforce standardized workflows across team members to ensure consistency and accountability.
Monitor team workload, productivity, and quality to identify gaps and opportunities for improvement.
Partner closely with physicians, faculty members, surgeons, APPs, nursing leadership, and administrative leadership to support clinical operations and access priorities.
Collaborate with providers and faculty to understand operational barriers, scheduling challenges, referral needs, and patient access concerns.
Support communication between clinical and administrative teams to ensure alignment on priorities, workflows, and expectations.
Participate in meetings with departmental leadership, faculty, and operational stakeholders to review data, discuss trends, and support decision-making.
Provide backup oversight of Medical Assistant operations only when the designated MA manager is out of office or otherwise unavailable.
Provide cross coverage across other Ops managers within the department as needed.
Support daily staffing coverage, rooming workflows, patient flow, and real-time operational issue resolution during coverage periods.
Reinforce established clinical support expectations, including: Chaperone policy compliance, Rooming workflows, Documentation preparation, Room turnover.
Address real-time operational issues during coverage periods, including staffing gaps, delays, and patient flow disruptions.
Partner with RN, provider, and departmental leadership to maintain continuity of clinic operations during temporary coverage periods.
Escalate ongoing performance, staffing, or workflow concerns to the appropriate MA manager or department leadership upon their return.