Web Operations Manager

Overview The Portal Operations Manager provides national oversight for Amerita’s Portal Specialist team. This role ensures a standardized, efficient, and high-quality process for extracting and managing referral data from hospital portals across all markets. It monitors performance metrics, balances workload, streamlines processes, and collaborates closely with Sales, Branch Operations, and Intake leadership to support growth and reliable referral intake. The manager serves as the primary escalation point for portal-related workflow challenges and leads efforts to drive consistency and best practices nationwide. Schedule Monday - Friday, hours based on business needs. Benefits Medical, Dental & Vision Benefits plus HSA & FSA Savings Accounts Supplemental Coverage – Accident, Critical Illness and Hospital Indemnity Insurance 401(k) Retirement Plan with Employer Match Company paid Life and AD&D Insurance, Short-Term and Long-Term Disability Employee Discounts Tuition Reimbursement Paid Time Off & Holidays Responsibilities Leads, mentors, and supports Portal Specialists nationwide Monitors team effectiveness, responsiveness, productivity, and quality Develops KPIs and performance dashboards to ensure timely referral handling Provides coaching and training to improve standard work and maintain accuracy Ensures workload balance across markets based on referral volume and staffing needs Implements and enforces standardized portal-management processes and workflows Partners with Sales Managers, Branch leadership, and Intake teams to align portal activities with local market requirements Maintains a deep understanding of portal variations, market-specific workflows, and bottlenecks Serves as the escalation point for portal-related issues, delays, or system barriers Collaborates with IT, hospital partners, and internal leaders to resolve portal complications Identifies process improvement opportunities and leads implementation of best practices Analyzes referral volume trends and recommends staffing or process changes Supervisory Responsibility: Yes Qualifications Bachelor’s degree preferred; equivalent combination of education and experience considered. Three (3) or more years of experience in home infusion, specialty pharmacy, intake operations, patient access, or case-management workflows. Prior experience managing or leading teams strongly preferred. Experience with CPR+, EMRs, or hospital portal systems is highly desirable. Strong leadership and people-management skills with the ability to coach and motivate a distributed team. Advanced ability to interpret data, monitor KPIs, and make operational decisions. Excellent communication and relationship-building skills across internal and external stakeholders. Ability to balance multiple priorities in a dynamic, high-volume environment. Strong understanding of referral intake processes, case-management workflows, and payer requirements. Problem-solving mindset with the ability to drive standardization and process improvements. High proficiency with Microsoft Office, reporting tools, and technology platforms. Percentage of Travel: 25-75% Driving Position: Yes Physical Requirements To perform this role will require frequently sitting, standing, walking, and typing on a keyboard with fingers, and occasionally bending, reaching, and climbing (stairs/ladders). The physical requirements will be the ability to push/pull and lift/carry 1-10 lbs. About Our Line Of Business Amerita, an affiliate of BrightSpring Health Services, is a specialty infusion company focused on providing complex pharmaceutical products and clinical services to patients outside of the hospital. Committed to excellent service, our vision is to combine the administrative efficiencies of a large organization with the flexibility, responsiveness, and entrepreneurial spirit of a local provider. For more information, please visit Salary Range USD $71,000.00 - $107,000.00 / Year Seniority Level Mid-Senior level Employment Type Full-time Job Function Management and Manufacturing Industry Pharmaceutical Manufacturing #J-18808-Ljbffr