At Precise Behavioral Health, our mission is to revolutionize behavioral health care by combining cutting-edge digital technology with compassionate human care, ensuring that everyone has access to high-quality, empathetic mental health and treatment.
Position Overview
We are seeking a highly organized and operationally focused Care Operations Manager to lead patient referral management, provider onboarding, provider scheduling operations, and client relationship support. This role serves as the central coordination point between patients, providers, health system partners, and internal teams to ensure smooth program execution and exceptional patient and provider experiences.
The ideal candidate is a proactive leader with strong healthcare operations experience, exceptional communication skills, and the ability to manage multiple workflows simultaneously. This individual will oversee patient referrals, provider onboarding and training, provider scheduling performance, and operational processes while supporting key client relationships through regular meetings and performance reporting.
Key Responsibilities
Patient Referral Management & Care Coordination
- Oversee patient transitions from referral through intake and ongoing care, ensuring timely outreach, follow-up, and conversion to services.
- Manage referral pipelines and track referral-to-intake conversion metrics.
- Serve as an escalation point of contact for patients, families, providers, and referral partners.
- Ensure timely scheduling of patient appointments and appropriate provider assignment.
- Monitor patient engagement and coordinate follow-up activities to support continuity of care.
- Track patient progress utilizing digital health platforms and reporting tools.
Provider Onboarding, Training & Scheduling Operations
- Maintain onboarding documentation, checklists, and training materials.
- Ensure new providers are successfully integrated into scheduling, operational, and clinical workflows.
- Monitor provider calendars for no-shows, cancellations, schedule gaps, and appointment utilization.
- Support provider performance through training, workflow optimization, and ongoing operational guidance.
Operational & Process Management
- Manage EMR workflows, including internal operational workflows and patient-facing journeys.
- Oversee patient scheduling activities and workflow management to ensure timely access to care.
- Monitor and update SFTP files to ensure timely and accurate patient chart note uploads into EMRs.
- Manage Medical Records Release requests and related documentation workflows.
- Oversee superbill generation and submission processes.
- Manage EMR form creation, maintenance, and workflow optimization.
Client & Partner Engagement
- Attend and support weekly, monthly, and quarterly client meetings.
- Assist in preparing operational reports, metrics, and performance updates for clients.
- Collaborate with behavioral health providers, primary care providers, and external partners to enhance the patient journey.
Patient Experience & Digital Platform Support
- Monitor patient satisfaction and experience metrics through surveys and feedback initiatives.
- Gather user feedback and partner with internal teams to improve platform functionality and user experience.
Performance Management & Continuous Improvement
- Work closely with Precise IT team and to assist and/or Monitor the pre-determined operational KPIs related to:
- Provider onboarding timelines
- No-show and cancellation rates
- Patient access and satisfaction
- Identify workflow inefficiencies and identify process improvement initiatives.
- Support operational growth and scaling efforts across existing and new programs.
- Contribute to the ongoing refinement of CareOps processes, technology, and service delivery models.
Qualifications
- Bachelor's degree in Healthcare Administration, Business Administration, Psychology, Public Health, or a related field.
- 3+ years of healthcare operations, care coordination, practice management, provider services, or related experience is preferred.
- Experience managing patient referrals, scheduling workflows, and healthcare operations.
- Experience onboarding and training healthcare providers preferred.
- Familiarity with behavioral health, telehealth, or digital health environments preferred.
- Experience working with EHRs, patient management platforms, and reporting tools.
- Strong organizational skills with exceptional attention to detail.
- Excellent communication and relationship management skills.
- Ability to manage multiple priorities in a fast-paced, growth-oriented environment.
- Advanced proficiency in Microsoft Office Suite and healthcare operations software platforms.