The Operations Manager is a primary driver of the HEART of Communities (HEART) program operations and site management with oversight of the frontline team. The Operations Manager is responsible for site operations and the technical and administrative systems that allow the program to sustain and scale. The Operations Manager provides oversight, leadership, and supervision to the HEART Community Wellness Advocate (CWA) and Outreach Team and is responsible for hiring, onboarding, professional development, and educational planning. The Manager may also provide more intensive hands on support for CWAs working with challenging cases to help the CWA address social barriers and/or partner more effectively with community partners. The Operations Manager will collaborate regularly with the Program Leadership to ensure workflows, data collection, and resource allocation are optimized to meet the HEART program objectives.

ESSENTIAL RESPONSIBILITIES / DUTIES:

CWA & Outreach Team Oversight: Oversee day-to-day operations of the Community Wellness Advocate and Outreach Team, providing daily guidance and hands on support, scheduling and timecard management, hiring, recruiting, and performance monitoring. (20%)

Clinical Integration: Coordinate with Nurse Practitioner and care team to ensure seamless patient transitions between medical care and community resources. (10%)

Program Logistics & Flow Management: Manage the physical and virtual program operations, coordinating and maintaining the clinic schedules, protocols, supplies, and staffing needed for daily operations. (50%)

Workflow Implementation: Execute the operational protocols designed by the Program Director, ensuring they are practical and effective for the frontline staff. (10%)

Quality Improvement Monitoring & Reporting: Utilize reporting tools to monitor daily program activity metrics and report out to the Program Directors to ensure patient touchpoints, enrollment, and outreach targets are consistently met. (10%)

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

Job Requirements

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor's Degree of Arts or Science or equivalent work experience. Master's Degree in Healthcare Administration, Business Administration, or related fields strongly preferred.

Bachelor's Degree or equivalent plus 5-7 years of related experience Must have at least 3 years of progressive management or leadership experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED:

Community Health Certification (CHW) upon hire preferred OR obtain certification within 1 year of hire

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Ability to work collaboratively in medical matrix team, and the ability to adequately represent needs of medical services, and work with multiple care team providers.

• Comprehensive knowledge of clinical operations and human resources policies and procedures.

• Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.

• Able to prioritize and manage multiple projects simultaneously and produce expected results.

• Demonstrated knowledge of healthcare systems, community resources, community health programs, and the Community Health Worker (CHW) workforce, including the impact of language, culture, and socioeconomic factors on health outcomes.

• Demonstrated ability to develop, implement, and manage community-based programs, including experience with training, team building, community partnerships, advocacy, and cross-functional collaboration.

• Highly developed skills using personal computer tools including computerized healthcare information system, word processing, spreadsheets and presentation applications.

• Excellent oral and written communication skills.

• Demonstrated critical thinking, analytical and problem-solving skills.

• Commitment to serving diverse, multicultural, and multilingual communities; bilingual proficiency in Haitian Creole or Spanish is preferred.

Compensation Range:
$66,000.00- $96,000.00
This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.