Associate Director of Operations, House Calls

Associate Director Of Operations

Intention Healthcare, part of Essen Health Care, delivers value-based care to older adults. Our House Calls division brings nurse practitioners, physician assistants, and physicians directly to patients' homes, improving access to high-quality care for people who need it most.

The Role

We are seeking an Associate Director of Operations to lead the day-to-day Administrative operations of our House Calls division. Reporting to senior leadership, you will oversee scheduling, provider assignments, and route coordination for a team of home-based nurse practitioners, physician assistants, and physicians delivering value-based care to older adults.

Key Responsibilities

• Manage daily operations for the House Calls provider team.
• Oversee patient scheduling, provider assignments, route coordination, and schedule changes.
• Ensure provider schedules are appropriately filled and aligned with patient-care needs.
• Supervise, coach, and support scheduling and administrative staff.
• Monitor call-center performance, patient-service standards, and staff productivity.
• Review operational reports and KPIs, including patient volume, scheduling efficiency, cancellations, and service levels.
• Identify workflow challenges and implement process improvements.
• Address escalated patient, caregiver, and provider concerns promptly and professionally.
• Coordinate with clinical leadership, care management, credentialing, billing, and other departments.
• Support insurance-related processes, including eligibility verification, prior authorizations, and health-plan requirements.
• Oversee the DME referral department, including referral intake, processing, and follow-up.
• Manage front desk operations and the call center to ensure a seamless patient and caregiver experience.
• Take an active role in the patient experience process, including monitoring satisfaction feedback and driving improvements.
• Maintain compliance with organizational policies and applicable healthcare regulations.
• Assist with staff training, performance management, and operational projects.
• Perform other duties as assigned.

Qualifications

• Associate or bachelor's degree.
• Healthcare Supervisory operations experience.
• Knowledge of insurance processes, including HMOs, PPOs, eligibility requirements, and prior authorizations.
• Proficiency in Microsoft Office, particularly Excel.

• Experience in home care, home-based medical services, call-center operations, or provider scheduling.
• Healthcare operations experience.
• Spanish-speaking.

• Strong customer-service mindset
• Excellent organizational and multitasking abilities
• Strong analytical and problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Effective written and verbal communication
• Ability to lead teams and collaborate across clinical and administrative departments
• Detail-oriented, with a focus on accountability, productivity, and patient satisfaction

Work Setting

This is an in-office position at our Bronx location (1371 Seabury Avenue), five days a week.

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.