Senior Director, Operations

Alternate Solutions Health Network•Lincoln, NE

About The Position

The Senior Director, Operations is responsible for the success, accountability, and leadership of internal patient referral and support functions. This role manages the day-to-day operations of Intake, Durable Medical Equipment, Data Entry, Eligibility, Patient Scheduling Coordinator (PSC), and call center staff. The Senior Director provides direction and implements operating policies, processes, and initiatives across assigned groups through onsite support, coaching, and supervision of managers, helping teams meet organizational objectives. The position oversees workflows from referral through billing; partners across functions to improve scheduling, intake, and care coordination; monitors referral trends and performance; and supports patient experience and care-gap closure. It also leads strategic planning and process improvements, drives capacity management and workflow optimization, supports quality and financial KPIs, ensures compliance, represents scheduling and intake in enterprise-level planning, and evaluates systems and technology for scalability and innovation. The Senior Director supervises department managers and team leads, allocates staffing resources, monitors performance, supports professional development and training, participates in hiring and performance management with HR, and fosters effective communication and a positive work environment. Duties may change or additional responsibilities may be assigned.

Requirements

Extensive knowledge of home health and hospice support services.
Experience in multi-site operations.
Working knowledge of clinical compliance and quality.
Knowledge of post-acute care operations.
Knowledge of Medicare, Medicaid, and state and federal guidelines for compliance of patient clinical care, eligibility, and coverage.
Demonstrated success building strong relationships with front-line clinicians, agency leaders, and senior leaders.
Ability to communicate effectively with a variety of people and personalities.
Demonstrated success helping teammates develop and advance into more senior positions.
Minimum of 3 to 5 years of management experience.
Ability to manage daily based on metrics and hold teammates accountable for performance.
Ability to multitask and prioritize effectively.
Active listening and demonstrated ability to lead a team.
Ability to train staff and lead them through change, including new software and processes.
Experience managing a department budget.
Observant and detail-oriented.
Experience designing and implementing metrics to track and report performance.
Ability to design and implement processes and systems using a fact-based approach.
Ability to engage effectively in flexible problem-solving.
Demonstrated ability to learn new software.
Proficiency in Microsoft Office, including Excel, Outlook, PowerPoint, and Word.

Responsibilities

Oversee operational workflows from referral through billing, ensuring quality and process consistency.
Partner cross-functionally to improve scheduling, intake, and care coordination processes.
Monitor patient referral trends and operational performance to identify gaps and opportunities for improvement.
Oversee patient experience outcomes and collaborate with internal teams and external partners to close care gaps.
Drive initiatives related to capacity management, workflow optimization, and achievement of quality and financial KPIs.
Lead strategic planning and implementation of process improvements to enhance service delivery and operational efficiency.
Ensure compliance with organizational policies, regulatory standards, and payer requirements.
Represent scheduling and intake operations in enterprise-level planning, reporting, and decision-making.
Evaluate systems, tools, and technologies to support scalability and innovation.
Supervise department managers and team leads and ensure effective execution of day-to-day operations.
Organize and allocate staffing resources to meet operational demands and organizational priorities.
Monitor and evaluate individual and team performance; provide coaching, feedback, and professional development support.
Ensure team members are appropriately trained on systems, workflows, and role responsibilities.
Participate in hiring, disciplinary actions, and performance management in collaboration with HR.
Promote a positive work environment grounded in the organization’s Core Beliefs and cultural values.
Assess and adapt staff responsibilities to align with company goals and changing operational needs.
Foster effective communication between teams and leadership.
Perform other duties as assigned in support of organizational success.