Facility Operations and Customer Experience Manager

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Dental insurance

Under the direction of the Director of Facility Development, the Facility Operations & Customer Experience Manager is responsible for leading the daily operations, customer service initiatives, facility relations, compliance oversight, and quality assurance functions of the Facility Operations and Billing Department.

This position serves as a primary point of leadership for clinical support services provided to mental health and substance use disorder facility programs, including outpatient programs such as PHP, IOP, and OP, as well as residential treatment homes and other contracted care settings. In addition, this position provides operational support to providers, internal staff, leadership, and external facility partners.

The Manager is responsible for maintaining positive, collaborative working relationships with facility staff and key stakeholders, resolving escalated concerns, supporting regulatory and organizational compliance, ensuring operational efficiency, and fostering effective cross-team collaboration. This role requires a proactive, solutions-oriented leader with sound judgment, strong communication and conflict-resolution skills, and the ability to manage multiple priorities in a fast-paced environment. The candidate must have proven experience in healthcare operations, customer service, team management, and an understanding of regulatory compliance.

• Lead, mentor, coach, and develop department staff while establishing clear performance expectations and accountability.
• Oversee daily department operations, billing, staffing coverage, workflows, and productivity.
• Conduct performance reviews and employee development.
• Support employee recruitment, onboarding, training, and retention.
• Foster a professional, collaborative, and white-glove service-focused team environment.
• Make informed decisions and effectively manage operational challenges and change.
• Set and model a strong sense of urgency, responsiveness, and accountability, ensuring staff understand and consistently meet expectations for timely follow-up and resolution.
• Ability to stay current with evolving healthcare and industry standards and effectively adapt operations, workflows, and practices as requirements change.

• Serve as the primary point of contact for internal office managerial communications and day-to-day operational coordination.
• Oversee daily operational support provided to partner facilities.
• Oversee and support provider scheduling, facility coverage, appointment coordination, and schedule changes across multiple programs and levels of care.
• Manage and maintain Google Calendar accuracy, Tiger Connect communication groups, provider schedules, and on-call coverage.
• Work across multiple EMR platforms and communication channels to ensure information is accurate, timely, and appropriately communicated.
• Support facility onboarding by implementing established PNS templates, workflows, materials, and templates within facility EMR systems, and ensuring accuracy of proper configuration.
• Ensure prescribers are appropriately assigned and configured within facility EMR systems.
• Ensure Tiger Connect groups, users, and communication channels are set up correctly.
• Conduct onboarding quality checks to ensure required systems, templates, access, provider assignments, and communication channels are functioning properly before services begin.
• Support facility offboarding, including provider and staff communication, EMR access and system deactivation, removal or transition of templates and workflows, materials, communication channel updates, and completion of required offboarding documentation.
• Monitor and support billing data and ensure appointment counts, provider schedules, and billing-related data are accurately aligned and reconciled.
• Monitor communication and response times between providers, staff, facilities, and internal departments.
• Address urgent operational matters, including peer-to-peer reviews, prior authorizations, urgent appointment requests, and other time-sensitive provider or facility needs.
• Coordinate operational needs between facilities, providers, billing teams, and leadership to ensure continuity of services and timely resolution of issues.
• Prepare operational and performance reports as needed.
• Ensure required documentation, evaluations, orders, and related information are…