Operations Manager

Job Role and Responsibilities

• Travel up to 25% to assigned facilities or designated locations in Kentucky, Tennessee, North Carolina, and West Virginia to support operations, provide in-person leadership, and maintain consistency across sites.
• Provide leadership and oversight for a primarily remote team responsible for escalations, emerging issues, and day-to-day Release of Information (ROI) operations across assigned facilities.
• Foster a culture of excellence, accountability, and engagement that supports high performance and exceptional service delivery.
• Ensure ROI requests are completed accurately, efficiently, and within established service-level expectations, including timely processing of STAT requests and management of standard request queues.
• Maintain workflow quality and procedural compliance to ensure accuracy, confidentiality, proper invoicing, and adherence to organizational and client requirements.
• Serve as the primary resource for team members by removing barriers, resolving complex issues, and supporting operational continuity in both remote and onsite environments.
• Validate requests and authorize the release of protected health information in accordance with applicable regulations, company policies, and established procedures.
• Analyze, track, and communicate operational results, trends, and improvement opportunities in a proactive and consistent manner.
• Build and maintain effective relationships with facility contacts and clients to ensure service standards are consistently met or exceeded.
• Provide onboarding, training, coaching, and in-person support as needed to promote employee readiness, successful transitions, and consistent execution of responsibilities.
• Oversee site readiness by maintaining an organized work environment, ensuring records and files are properly secured, updating facility guides, and confirming adequate supplies are available when onsite.
• Establish team goals, measure progress, and communicate results to promote accountability, continuous improvement, and teammate engagement.
• Demonstrate a high standard of customer service through professional communication, reliable follow-through, issue resolution, and an effective presence in both remote and onsite settings.
• Perform other related duties as assigned.

Requisite Experience and Qualifications

• Associate's degree or higher
• Minimum 5 years of healthcare experience
• Working knowledge of HIPAA, 21st Century Cures Act, Information Blocking requirements, etc. (ideal, not required)
• Customer-centric, ambitious, highly organized, detail-oriented
• Excellent managerial skills
• Strong verbal and written communication skills
• Strong Focus on continuous improvement, KPI development, improving team cohesion and communication, and just generally getting better every day, month, year, etc.