DescriptionWho You Are:Amoskeag Health is seeking an
Operations Manager to oversee the day-to-day management, performance, and continuous improvement of key administrative and clinical support departments, including Medication Refills, Prior Authorizations, Referrals, and Medical Records. You are an experienced healthcare operations professional who excels at managing workflows, developing teams, monitoring performance metrics, and identifying opportunities for process improvement. You are a collaborative leader who can resolve operational barriers, support department supervisors and staff, and ensure timely, accurate, and patient-centered support of clinical care.
What You'll Do:- Supervise assigned department supervisors, leads, and staff, including onboarding, coaching, performance feedback, timekeeping review, and corrective action in collaboration with Human Resources and the Director of Operations.
- Provide day-to-day operational oversight of Medication Refills, Prior Authorizations, Referrals, and Medical Records.
- Lead regular department huddles and meetings to review priorities, address barriers, communicate updates, foster collaboration, and support consistent workflows.
- Monitor department queues, backlogs, aging reports, workload distribution, and key performance indicators to ensure timely and accurate completion of work.
- Track and analyze department performance metrics, including refill turnaround time, prior authorization turnaround time, referral processing time, referral backlog, medical records request turnaround time, release of information compliance, documentation accuracy, and rework trends.
- Identify workflow gaps and implement process improvements to improve timeliness, accuracy, staff efficiency, patient experience, and provider satisfaction.
- Develop, maintain, and implement standard operating procedures, workflows, job aids, and training materials for assigned departments.
- Ensure departmental workflows comply with organizational policies, HIPAA/privacy requirements, payer requirements, referral documentation standards, and applicable regulatory expectations.
- Manage escalated patient, staff, provider, and payer issues related to assigned departments, using sound judgment and appropriate escalation.
- Partner with clinical leadership, Information Technology, Quality, Revenue Cycle, and other departments on initiatives affecting patient access, documentation, referrals, authorizations, medication refill workflows, and service delivery.
- Serve as project lead for assigned operational improvement initiatives, including workflow redesign, EHR optimization, queue management, department restructuring, and implementation of new tools or processes.
- Assist with administration of key operational platforms, including remote access to external EMR; assisting with system configuration, user management, training, and troubleshooting
- Support staff development by identifying training needs, strengthening role clarity, and building the skills of supervisors, leads, and frontline staff.
- Prepare reports and updates for the Director of Operations regarding department performance, barriers, staffing needs, and improvement efforts.
- Serve as an operational point of contact for areas of responsibility in the absence of the Director of Operations, escalating significant issues according to established protocols.
- Respond to urgent after-hours operational needs, including occasional on-site response when required.
RequirementsWhat You'll Bring:- Bachelor's degree in healthcare administration or a related field; or an equivalent combination of education, training, and relevant experience.
- Minimum of three years of experience in healthcare operations, medical records management, practice operations, or another related healthcare administrative function.
- Previous supervisory or leadership experience in a healthcare setting with responsibility for direct staff oversight, performance management, and operational leadership required.
- Demonstrated ability to lead cross-functional teams, implement process improvements, and manage change.
- Strong communication, analytic, and interpersonal skills.
- Knowledge of FQHC operations, EHR systems (preferably Athena), and regulatory requirements.
- Must reside within 30 minutes of Amoskeag Health to respond to after-hours alarms and emergencies.
