Operations Manager

Operations Manager - New England Home Infusion

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

Position Summary

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.

Essential Duties and Responsibilities

Leadership & Personnel Management

• 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.

Scheduling & Staffing

• 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.

Patient Services & Referral Management

• 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 escalate issues to the DON, Clinical Leader, physician, nurse practitioner, referral agency, pharmacy, patient, or nurse clinician as appropriate.

Documentation, Compliance & Quality

• 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.

Payroll, Human Resources & Credentialing

• 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 issues.
• Manage requests for corporate and tax documentation as needed.

Additional Responsibilities

• Collaborate with the DON and other members of leadership on operational initiatives and regional needs.
• Support the continued improvement of administrative and patient service processes.
• Perform other duties and responsibilities as assigned.

Minimum Qualifications

• College degree required.
• Minimum of five (5) years of experience in a related position.
• Previous scheduling and/or staffing coordination experience.
• Strong leadership and management skills.
• Excellent verbal and written communication skills.
• Strong organizational, interpersonal, and problem-solving abilities.
• Ability to work independently, exercise sound judgment, and make decisions with limited supervision.
• Demonstrated ability to delegate responsibilities, prioritize competing demands, and manage multiple tasks simultaneously.
• Proficiency with Microsoft Word and Excel.
• Ability to effectively collaborate with clinical staff, office personnel, leadership, patients, pharmacies, referral sources, and other external partners.

Preferred Qualifications

• Current Registered Nurse (RN) license in one or more of the following states: Massachusetts, Maine, New Hampshire, Vermont, Rhode Island, and/or Connecticut.
• Personal professional malpractice coverage, if applicable.
• Previous home infusion therapy experience.
• Previous clinical experience in an Emergency Department, Intensive Care Unit, or other acute-care setting.
• Experience with AlayaCare or a similar healthcare scheduling/clinical management platform.

Work Environment

This is a hybrid position requiring a combination of remote and in-office responsibilities based on operational and patient-service needs. The Operations Manager must maintain flexibility to support staff, scheduling, patient services, and regional operations as business needs require.