Manager, Business Development Operations; Hospice Intake

Overview Plans, manages, and oversees the daily operations of assigned Business Development Operations functions, providing operational leadership for patient intake, referral management, insurance verification, authorization, provider support, and other centralized operational services that support timely patient access to care.

Accountable for leading high-performing operational teams, optimizing workflows, proactively identifying and removing barriers to service delivery, and fostering a culture of urgency, accountability, collaboration, exceptional customer service, and continuous improvement.

Leads and develops supervisors and operational staff responsible for assigned operational functions while partnering closely with Business Development, Clinical Operations, Revenue Cycle, referral sources, physicians, patients, families, vendor partners, and other internal and external stakeholders to ensure efficient, compliant, and customer-focused operations.

Develops, monitors, and reports key performance indicators (KPIs), operational metrics, staffing plans, productivity measures, and quality outcomes to evaluate departmental performance and drive operational excellence, timely access to care, organizational growth, and an exceptional customer experience.

Works under general supervision.

• Referral bonus opportunities

• Generous paid time off (PTO), starting at 30 days of paid time off, plus 9 company holidays

• Health insurance plans for you and your loved ones, including Medical, Dental, Vision, Life, and Disability coverage

• Employer-matched retirement savings

• Personal and financial wellness programs

• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care

• Generous tuition reimbursement for qualifying degrees

• Opportunities for professional growth and career advancement

• Internal mobility, CEU credits, tuition reimbursement, and advancement opportunities

• Leads assigned Business Development Operations functions by establishing clear operational expectations, ensuring efficient service delivery, and driving accountability for departmental performance.

• Leads, coaches, and develops supervisors and operational staff by establishing performance expectations, fostering accountability, and supporting professional growth to build and sustain a high-performing team.

• Fosters a culture of urgency, accountability, collaboration, exceptional customer service, continuous improvement, and respect while modeling VNS Health's Core Values of Empathy, Integrity, and Agility.

• Plans and allocates staffing and operational resources to support workload demands, maintain service levels, and achieve departmental goals while optimizing operational efficiency.

• Performs responsibilities inherent in a managerial role, including interviewing, hiring, onboarding, performance management, disciplinary actions, succession planning, and compensation recommendations, in accordance with organizational policies and practices.

• Develops, monitors, and analyzes key performance indicators (KPIs), operational metrics, productivity measures, quality outcomes, and service levels to evaluate departmental performance, identify opportunities, and drive operational excellence.

• Leads process improvement initiatives by evaluating operational workflows and processes, identifying improvement opportunities, implementing sustainable solutions within the scope of responsibility, and recommending operational or policy changes that enhance efficiency, quality, and service delivery.

• Partners collaboratively with Business Development, Clinical Operations, Revenue Cycle, Information Technology, and other internal and external stakeholders to resolve operational challenges, improve service delivery, and support organizational objectives.

• Proactively monitors operational performance and service delivery, identifies emerging risks and operational issues, mobilizes appropriate resources, implements timely corrective actions, and escalates significant issues as needed to minimize operational disruption and maintain service levels.

• Promotes a culture of proactive problem-solving, accountability, innovation, and continuous improvement by empowering teams to identify opportunities, recommend solutions, and drive meaningful operational change.

• Supports organizational growth by advancing operational excellence, timely access to care, strong cross-functional collaboration, exceptional customer service, and an outstanding patient and referral source experience.

• Manages team productivity, workload distribution, and resource utilization to achieve operational performance goals while ensuring effective use of staffing resources within approved operational and budget expectations.

• Conducts routine quality monitoring of operational workflows and customer interactions to identify coaching opportunities, reinforce service standards, ensure exceptional customer service, and drive continuous improvement.

• Optimizes operational technologies, system interfaces, and workflow…