Healthcare Operations Director

Key Responsibilities

• Lead and supervise administrative team members responsible for provider scheduling and insurance eligibility verification.
• Recruit, train, mentor, and evaluate staff while fostering a positive and accountable team culture.
• Establish performance expectations focused on accuracy, timeliness, productivity, and service excellence.
• Schedule operations: oversee provider scheduling processes to ensure efficient appointment coordination and optimal provider utilization; monitor and adjust scheduling templates to align with provider availability and operational demands; ensure timely communication with facilities, providers, and patients regarding schedule updates or changes.
• Insurance eligibility & verification: direct processes for verifying insurance coverage, eligibility, and benefits prior to appointments; manage resolution of eligibility discrepancies and ensure documentation meets payer requirements; collaborate with billing and revenue cycle teams to reduce claim denials and improve reimbursement accuracy.
• Operational improvement: develop and maintain standard operating procedures (SOPs) for scheduling and eligibility workflows; track and analyze key performance indicators including scheduling accuracy, response times, and verification turnaround; identify and implement process improvements that increase efficiency and improve patient experience.
• Cross-functional collaboration: serve as the primary administrative liaison between scheduling/eligibility teams and clinical leadership; partner with operational leaders to evaluate staffing models and support growth across markets; resolve escalated issues involving scheduling, eligibility verification, or patient access.
• Compliance & quality: ensure compliance with HIPAA regulations, payer requirements, and company policies; monitor quality standards and support internal audits and operational reviews.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, or related field preferred.
• Equivalent experience may be considered.
• Experience managing teams responsible for scheduling, patient access, or insurance verification.
• Experience supporting multi-state, multi-site organizations.
• 8+ years in healthcare operations.
• 5+ years of supervisory or management experience in healthcare administration.
• Demonstrated ability to improve workflows and operational efficiency.
• Experience with the Athena EMR System highly valued.

Skills & Competencies

• Healthcare operations leadership.
• Team development and performance management.
• Process improvement and operational efficiency.
• Strong communication and collaboration skills.
• Analytical thinking and problem-solving.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to service excellence and patient experience.