CareSync Facilities Manager

SUMMARYThe CareSync Facilities Manager is responsible for leading the CareSync Facilities Team and serving as the primary strategic liaison between Alivi and its network of healthcare facilities. This role oversees the development, maintenance, and optimization of relationships with medical facilities, including Management Services Organizations (MSOs), Primary Care Providers (PCPs), nursing homes, dialysis clinics, hospitals, specialty practices, and other healthcare partners.

The CareSync Facilities Manager ensures facilities are effectively utilizing Alivis technology platforms and services, driving operational efficiency, contractual compliance, and overall partner engagement. This position plays a critical role in reducing administrative burdens for both providers and Alivi by promoting self-service capabilities, improving facility performance, and supporting the successful execution of Alivis transportation network.

The Facilities Manager is responsible for supervising a team of CareSync staff, monitoring facility performance metrics, identifying operational outliers, implementing corrective action plans, and providing education and training to facility personnel to maximize adoption and utilization of Alivis services.

DUTIES & RESPONSIBILITIES

• Lead, coach, mentor, and manage the CareSync Facilities Team to achieve departmental goals, performance standards, and service expectations.
• Establish team objectives, monitor productivity, and ensure high-quality customer service and facility support.
• Develop and maintain strong working relationships with healthcare facilities, including MSOs, PCP offices, nursing homes, dialysis clinics, hospitals, skilled nursing facilities, and specialty provider groups.
• Serve as the primary point of contact for facility-related operational, service, and performance matters.
• Promote and drive adoption of the Alivi portal and self-service tools across contracted healthcare facilities.
• Ensure facilities effectively utilize the portal for transportation scheduling, trip maintenance, trip cancellations, appointment updates, standing order requests, standing order recertifications, and other available functions.
• Analyze facility performance data, trends, and key performance indicators to identify outliers and areas requiring intervention.
• Provide ongoing training, education, and support to facility staff regarding Alivi processes, portal functionality, and best practices.
• Partner with facilities to streamline transportation-related processes and reduce administrative burdens traditionally handled by Alivi staff.
• Encourage facilities to assume greater ownership of administrative functions, including appointment reminders, transportation scheduling, transportation updates, trip cancellations, standing order recertifications, verification of appointment information, and related coordination activities.
• Collaborate with facilities to reduce unnecessary member calls and increase direct facility management of transportation requests and changes.
• Prepare and present reports on facility performance, portal utilization, engagement metrics, and operational outcomes.
• Collaborate cross-functionally with Operations, Compliance, Quality, Network Management, Provider Relations, and Member Services teams to support organizational goals.
• Participate in process improvement initiatives, system enhancements, and new program implementations.
• Serve as a subject matter expert on facility engagement, transportation coordination workflows, and provider-facing operational processes.
• Ensure departmental activities align with Alivis mission, strategic objectives, and commitment to operational excellence.
• Other duties as assigned by management.

REQUIREMENTS & QUALIFICATIONS

• Education:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field preferred.

• Experience:

• Minimum of 5 years of experience in a leadership role within a healthcare or customer service setting.

• Proven experience in managing teams and leading initiatives.

• Familiarity with NEMT services, healthcare operations, and facility engagement.

• Experience working with health plans and healthcare providers is strongly preferred.

• Skills:

• Strong leadership and team management skills.

• Excellent communication, negotiation, and interpersonal skills.

• Ability to analyze data and drive data-informed decision-making.

• Proficiency in Microsoft Office Suite and CRM software.

• Ability to work collaboratively across departments and adapt to a dynamic environment.

• Bilingual (English/Spanish) is a plus.

• High level of technical competence, including advanced Excel skills.

• Travel and Driving Requirements:

• Must have a valid drivers license.

• Must have reliable transportation.

• Must be able to pass DMV record check.

• Driving record must remain in compliance with Alivis driver qualification standards.

• Travel up to 25%