The Senior Operations Manager is responsible for the day-to-day operational leadership of Patient Access functions and appropriate execution of strategic initiatives. This role oversees managers and front-line teams, ensures performance targets are met, drives standardization and process improvement, and serves as the primary escalation point for operational issues. The role partners closely with Revenue Cycle, Ambulatory, and department leaders to execute strategic initiatives and maintain operational excellence.

Essential Job Statements

Manages and coordinates all administrative, managerial, Revenue Cycle operations and clerical functions required for the operation of a highly complex patient care area or areas. Develops and establishes working relationships with multiple departments to ensure cohesive communication, direction and completion.

Accountable for the performance and results of assigned patient care area(s).

Develops business, operational, production and organizational priorities in conjunction with Revenue Cycle Leadership for assigned patient care area(s).

Audits/analyzes monthly visit data to optimize workflows.

Maintains high standards for demographic and insurance accuracy to minimize downstream billing issues and denials.

Leads, coaches, and develops managers, supervisors, and frontline staff across multiple functional teams.

Serves as a key liaison between clinical operations, finance, compliance, and executive leadership.

Collaborates with IT and Revenue Cycle systems teams to optimize EHR, scheduling platforms, call center technology, and registration workflows.

Performs other duties as assigned and/or participate in special projects to support the mission of VCUHS and department. Provide assistance to team members. Accept alternate assignments, as required.

Patient Population: N/A

Employment Qualifications

Required Education: Bachelor's degree in Business Administration, Finance, Healthcare Administration, or commensurate education and experience in lieu of a degree.

Preferred Education: Master's degree in Business Administration, Finance, Health Care Administration, Nursing or related field.

Licensing/ Certification

Licensure/Certification Required: N/A

Licensure/Certification Preferred: N/A

Minimum Qualifications

Years and Type of Required Experience: Five to seven (5-7) years of hospital/ healthcare revenue cycle or access experience, with demonstrated leadership responsibility. Two (2) years of supervisory experience. Experience working in a hospital, academic medical center, or large multispecialty practice environment preferred.

Other Knowledge, Skills and Abilities Required/Preferred: Proven ability to manage Scheduling, Call Center, Patient Access, and/or Revenue Cycle Financial teams. Strong knowledge of healthcare reimbursement, payer requirements, insurance verification, authorizations, and patient financial services. Excellent verbal and written communication abilities to effectively explain complex information to a variety of audiences. Proficiency with common digital tools, including mobile apps and websites. Empathy, patience, and a positive attitude for working with individuals who may have low digital confidence or struggle with new technology. The ability to troubleshoot common technical issues and guide users through online processes. An understanding of digital health topics, such as telehealth, remote monitoring, and online information resources.

Other Knowledge, Skills and Abilities Preferred: N/A

Combination of education and experience in lieu of a degree.

Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. May have periods of constant interruptions.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.), Bending

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards
Physical Requirements: Hear alarms/telephone/tape recorder, Reach above shoulder, Repetitive arm/hand movements

Hazards: N/A

Mental/Sensory - Emotional

Mental/Sensory: Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional: Fast pace environment, Able to Handle Multiple Priorities, Able to Adapt to Frequent Change