Operations Manager, Therapy Program

Responsibilities

Patient Access & Operational Excellence

• Oversee and continuously improve the therapy referral-to-care journey, ensuring patients connect to therapy seamlessly and promptly.
• Build and refine workflows supporting patients from referral through their first appointment.
• Identify referral-funnel friction and partner cross-functionally on process and technology solutions to improve conversion, adherence, and retention.
• Drive initiatives that expand therapy access, improve scheduling efficiency, and reduce cancellations and no-shows.
• Use data and insights to measure impact and drive continuous improvement across key performance metrics.

Team Leadership & Development

• Lead and develop a high-performing offshore Patient Care Coordinator (PCC) team managing the therapy referral pipeline.
• Set goals, establish accountability, and coach team members to deliver excellence in patient engagement and conversion.
• Foster empathy, ownership, and continuous improvement.
• Collaborate with Quality, Training, and Workforce Management partners to ensure consistent service quality, efficiency, and scalability.
• Manage feedback loops and communication rhythms connecting frontline work to organizational priorities.

Reporting & Scale

• Design scalable operational processes that maintain quality as the therapy program expands.
• Develop and maintain dashboards and reporting frameworks for therapy referral conversion, quality-assurance adherence, and patient satisfaction.
• Leverage ServiceNow and Genesys to improve workflow automation, team efficiency, and patient responsiveness.
• Lead pilot programs validating process improvements within the therapy referral funnel and scale successful improvements.
• Lead operational stand-up for new therapy lines of business, including Group Therapy, by designing workflows and piloting manual execution before tooling is scaled.
• Translate pilot learnings into product requirements and organize PCC teams to execute manual processes as new lines of business launch.
• Communicate insights, trends, and opportunities to Core Operations leadership to support data-driven decisions and long-term scalability.

Requirements

• 5+ years of experience in operations management, ideally in healthcare, patient access, or customer service environments.
• Proven success leading onshore or offshore operational teams.
• Strong analytical and problem-solving skills; SQL proficiency is a strong plus.
• Demonstrated ability to translate data into clear actions and optimize performance.
• Experience with ServiceNow, Genesys, or similar operational platforms preferred.
• Demonstrated ability to drive process improvement and deliver measurable results.
• Excellent stakeholder management and cross-functional collaboration skills.
• Bachelor’s degree required.

Compensation & Benefits

• $100,000–$125,000 annual salary.
• Medical, dental, and vision insurance effective on the first day of employment.
• 401(k) with company match.
• Generous paid time off and paid holidays.
• Paid parental leave.
• Learning and career development opportunities.