Operations Manager
17 days ago
Bedford
Job DescriptionJob Description: Operations ManagerReports To: Chief Executive Officer (CEO) Direct Reports: Office Manager, Clinical Manager, Nurse Manager, IVF Coordinator, CBO/Billing Manager, Embryology and Andrology Technical Supervisors, and additional administrative leadership as assigned. Position Summary The Operations Manager is responsible for the strategic and day-to-day operational performance of CARE Fertility’s multi-site organization, including clinical, administrative, and surgical operations across the Bedford and Fort Worth locations, Ambulatory Surgery Center (ASC), and both high-complexity laboratories. This role serves as a key member of the executive team and functions as the operational backbone of the practice—aligning people, processes, and technology to deliver high-quality, efficient, and compliant patient care. The Operations Manager ensures fiscal discipline, operational integrity, and organizational cohesion through cross-departmental coordination, process redesign, and data-driven management. Core Responsibilities1. Strategic Operations & Leadership * Partner directly with the CEO to execute organizational strategy and operational initiatives supporting practice growth and patient experience. * Oversee operations for all clinical and administrative departments, ensuring alignment with regulatory, accreditation, and fiscal goals. * Develop and manage performance dashboards, KPIs, and metrics (e.g., charge capture, Phreesia compliance, patient satisfaction, AR >90 performance, collections per patient, etc.). * Lead operational turnaround projects and culture transformation initiatives aimed at improving retention, accountability, and efficiency. * Drive change management initiatives related to workflow restructuring, department integration, and leadership development. 2. Clinical & ASC Operations * Oversee ASC operations and ensure compliance with AAAASF, OSHA, HIPAA, and CMS standards. * Ensure staffing, credentialing, and privileging meet surgical and anesthesia regulatory requirements. * Maintain efficient surgical scheduling, case flow, and coordination between clinical and laboratory teams. * Develop and oversee departmental standard operating procedures (SOPs), clinical workflows, and safety policies. 3. Central Business Office & Revenue Cycle Management * Direct the CBO team responsible for billing, AR management, and collections, ensuring financial accuracy and compliance. * Oversee payer contract negotiations, fee schedule updates, and revenue integrity initiatives. * Collaborate with accounting to align revenue recognition, month-end reporting, and financial forecasting. * Monitor collection metrics, denial rates, and charge lag, implementing process improvements as necessary. 4. Patient Experience & Front-End Operations * Manage front-end operations including front desk, new patient coordination, and IVF coordination. * Implement and oversee digital engagement platforms (Phreesia, EngagedMD Navigate, etc.) to streamline intake, consents, and patient education. * Establish and monitor department-level goals to improve scheduling efficiency, conversion rates, and patient satisfaction. * Support front office leadership development through defined performance metrics and standardized training. 5. EMR / PM Systems & Data Integration * Lead EMR/PM migration projects (e.g., Centricity to custom EMR, Waystar integration, HL7 connectivity). * Oversee system optimization for billing, patient engagement, and workflow automation. * Manage vendor relationships, software implementation timelines, and interoperability compliance. * Use data analytics to identify operational bottlenecks and design process improvements. 6. HR, Compliance & Policy Governance * Partner with HR and departmental leaders to ensure clear role definitions, performance evaluations, and equitable pay structures. * Create and maintain governance documents including organizational policies, employee handbooks, and departmental manuals. * Conduct workforce planning, succession management, and leadership training for future growth. * Ensure compliance with employment law, healthcare regulations, and internal policies. 7. Financial Oversight & Budget Management * Develop and manage departmental and organizational budgets in alignment with strategic priorities. * Review monthly financial performance reports with the CEO and accounting. * Drive cost-containment initiatives, vendor contract review, and purchasing approvals. * Support revenue forecasting and strategic investment analysis for growth initiatives. Key Performance Indicators * Year-over-year improvement in collections, AR days, and charge capture. * Reduction in operational redundancies and overtime expenses. * Sustained regulatory and accreditation compliance across all entities. * Achievement of patient experience benchmarks and departmental KPIs. * Successful implementation of system migrations and workflow standardization. Qualifications & Competencies * Proven experience leading multi-site healthcare operations (ASC and clinic). * Strong analytical, financial, and project management skills. * Demonstrated success in staff development, team restructuring, and cultural realignment. * Deep understanding of revenue cycle management, EMR/PM systems, and healthcare compliance. * Exceptional communication, diplomacy, and organizational design capabilities. * Bachelor’s degree required; advanced degree or certification in healthcare administration, operations management, or related field preferred. Leadership & Behavioral Expectations * Demonstrates composure under pressure and models professionalism across all organizational levels. * Balances strategic vision with tactical execution and accountability. * Acts as a cultural anchor, maintaining trust, fairness, and transparency in all interactions. * Fosters cross-functional collaboration and ensures department leaders are empowered and accountable. * Anticipates challenges, identifies systemic risks, and implements proactive solutions.