Operations Manager

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Wakefield, MA, US

Reports To: Director of Nursing (DON), New England
Position Type: Hybrid
Department: Home Infusion / Patient Services

The Operations Manager is responsible for overseeing the day-to-day operations of the New England Home Infusion region, including patient services, office staff, scheduling, staffing coordination, customer service, payroll support, credentialing, and administrative functions.

This position serves as the immediate manager of office staff and works closely with the Director of Nursing, Human Resources, clinical leadership, pharmacies, referral sources, patients, and nursing staff to ensure efficient operations and high-quality patient service.

The Operations Manager is expected to exercise independent judgment, provide leadership and problem-solving support, and ensure operational processes are carried out in accordance with company policies, applicable regulatory requirements, and Joint Commission standards.

Serve as the immediate manager of office staff and oversee daily patient services operations.

Provide leadership, direction, and support to office and clinical staff.

Participate in hiring, performance management, corrective action, and termination decisions in collaboration with the DON and Human Resources.

Address staff concerns and provide conflict resolution and problem-solving support.

Field staff calls and provide operational support when the DON is unavailable.

Participate in management meetings and collaborate with Operations Managers and leadership teams across other infusion regions.

Work with the DON to identify and address nursing staffing needs.

Oversee nursing schedules and ensure appropriate coverage for patient care needs.

Develop future schedules and assist office staff with current scheduling issues.

Manage schedules for RNs who are in training or on probation, with input from the DON.

Coordinate schedules for RNs requiring joint Professional Evaluation (PE) visits.

Schedule and participate in Professional Evaluations of clinical staff in conjunction with the DON.

Manage and coordinate RN and office staff vacation and sick-time requests.

Assist with staffing adjustments and coverage needs as they arise.

Oversee patient services-related personnel and operational functions.

Oversee the referral process and assist staff with referral requests, questions, and issues.

Communicate with pharmacies, patients, physicians, referral sources, employees, and other stakeholders as necessary.

Respond to customer service calls and assist customers, physicians, patients, pharmacies, and referral sources with requests or concerns.

Provide conflict resolution and problem-solving support involving pharmacies, patients, employees, and referral sources.

Process patient and nursing staff concerns and elevate issues to the DON, Clinical Leader, physician, nurse practitioner, referral agency, pharmacy, patient, or nurse clinician as appropriate.

Assist with the collection of nursing notes and other documentation required for billing.

Ensure nursing staff complete required clinical documentation and maintain appropriate paperwork within patient records.

Assist the DON with the continued development, implementation, and maintenance of company policies and procedures.

Support compliance with applicable Joint Commission standards, company standards, and Nurse Practice Act requirements.

Participate in Joint Commission preparation and ongoing compliance activities.

Oversee the collection and review of employee timesheets.

Review payroll calculations for accuracy prior to submission.

Assist Human Resources with tracking sick and vacation time as it relates to payroll.

Assist Human Resources with outstanding RN credentialing requirements.

Serve as a liaison between employees and Human Resources regarding benefit questions and related…