VP of Shared Services

AcuteCare Health System LLC•Oceanport, NJ

1d•Hybrid

About The Position

The Vice President of Shared Services is responsible for designing, implementing, and leading a centralized department that consolidates essential operational functions across all BoldAge PACE centers. This role ensures consistent, efficient, and compliant execution of critical support services — including after business hours and weekend coverage, utilization management, authorizations, medical records, contracting, credentialing, and call center operations. By standardizing these functions at the enterprise level, the VP of Shared Services reduces administrative burden at the site level, improves scalability, ensures regulatory compliance (CMS 42 CFR Part 460 and state-specific rules), and strengthens BoldAge’s ability to deliver exceptional, participant-centered care.

Requirements

Bachelor's Degree is required, Master’s Degree preferred.
10+ years of progressive leadership in healthcare operations, shared services, or multi-site healthcare organizations.
Knowledge of PACE or value-based care preferred.
Knowledge in credentialing, authorization, call-center operations, and contracting.
Proven ability to centralize and standardize operational functions.
Strong regulatory knowledge (CMS, HIPAA, state-specific rules).
Track record of implementing process automation and leveraging technology to improve workflows.
Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance.
Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.
Pass a comprehensive criminal background check that may include, but is not limited to, federal and state Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen.
Strong computer literacy, including proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint), as well as use of standard office equipment such as computer, keyboard, mouse, copier, scanner, telephone console, calculator, and related supplies.
Ability to correspond effectively in writing and produce professional documentation, reports, and presentations.
Experience with HRIS systems and comfort with technology platforms that support operational and people management functions.
In-depth knowledge of CMS 42 CFR Part 460, HIPAA, and state-specific healthcare regulations.
Proficiency with Electronic Medical Records (EMR) systems and demonstrated ability to standardize workflows across multiple sites.
Familiarity with medical coding standards (ICD-10, CPT, HCPCS) and compliance processes.
Experience with call center and telephony platforms, including workforce management tools for scheduling and coverage.
Strong ability to analyze and interpret data using tools such as Excel, Power BI, and Tableau to monitor KPIs, service levels, and operational performance.

Nice To Haves

Master’s Degree preferred.

Responsibilities

Develop, implement and lead BoldAge’s Shared Services Department and strategy aligned with company goals including cost optimization, process standardization and service improvement as a centralized hub supporting all PACE centers.
Define strategic priorities, KPIs, and service-level expectations for shared services functions aligning with PACE regulatory standards and ensure continuous improvement through data-driven decisions.
Partner with Chief Clinical Officer and executive leadership to ensure centralized services enable site teams to focus on direct care delivery.
Develop and manage centralized call schedules for all disciplines nationally and escalation protocols related to each specialty.
Oversee authorizations for ED, hospital, SNF, specialist, inpatient rehabilitation, MD administered medications and infusions, genetic testing and PECT/SPECT Scans, surgical and ancillary services aligning these authorizations with evidence-based clinical guidelines and MCG or other medical necessity based guidelines.
Organize and schedule peer-to-peer conversations with external providers and internal BoldAge providers to evaluate extensions in care and or complex approvals including any ancillary specialists as needed (pharmacy, CCO, etc.)
Standardize medical records management, EMR workflows, and post-visit, procedure or stay record retrieval processes.
Negotiate and manage contracts for out-of-network or one-time services.
Ensure all specialist providers are credentialed in alignment with CMS/state requirements.
Centralize scheduling of PACE participants for external specialist visits based on PACE CMS timeline requirements
Maintain accurate and current demographic data for specialist physicians.
Manage participant intake processing, documentation, and coordination with site teams.
Validation that all registrations, documentation and coordination has been completed appropriately prior to first visit including but not limited to chart preparation, Eriene registration and PCP assignment.
Lead centralized call center staff, ensuring timely, accurate response to participant and caregiver needs.
Develop and implement SOPs through the policy and procedure committee to ensure consistency, compliance, and efficiency across all functions and then coordinate education related to new P&P with appropriate leadership and follow up when processes are not followed.
Maintain compliance with CMS 42 CFR Part 460, HIPAA, and all applicable state regulations.
Ensure audit readiness for authorization, credentialing, on-call, grievances (as appropriate) and in support of the regulatory compliance team.
Ensure robust internal controls, segregation of duties and data security in all areas of oversight.
Leverage AI and automation to streamline workflows (e.g., auto-authorization, call triage, coding support).
Monitor performance metrics, identify gaps, and implement continuous process improvement.
Collaborate with IT to optimize EMR and telephony systems for shared services.
Facilitate collaboration between departments to improve service delivery and eliminate silos.