Senior Director, Operations
- Burlington, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Minimum 3 to 5 years Management experience
- Posting language
- English
- Posted
Original job description
Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.
Summary
The Senior Director, Operations is responsible for the success, accountability and leadership for internal patient referral and support functions. This position manages the day to day operations of Intake, Durable Medical Equipment, Data Entry, Eligibility, Patient Scheduling Coordinator (PSC), and call center staff. This position ensures the direction and implementation of operating policies, processes and initiatives within the assigned groups through onsite support and provides coaching and supervision to managers to meet and support organization objectives.
Key Responsibilities
Home Health and Hospice Operations
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
We are an Equal Opportunity Employer.
Summary
The Senior Director, Operations is responsible for the success, accountability and leadership for internal patient referral and support functions. This position manages the day to day operations of Intake, Durable Medical Equipment, Data Entry, Eligibility, Patient Scheduling Coordinator (PSC), and call center staff. This position ensures the direction and implementation of operating policies, processes and initiatives within the assigned groups through onsite support and provides coaching and supervision to managers to meet and support organization objectives.
Key Responsibilities
- Provide oversight of operational workflows from referral through billing, ensuring quality and process consistency.
- Partner cross-functionally to improve scheduling, intake, and care coordination processes.
- Monitor patient referral trends and operational performance to identify gaps and opportunities for improvement.
- Oversee patient experience outcomes and collaborate with internal teams and external partners to close care gaps.
- Drive initiatives related to capacity management, workflow optimization, and achievement of quality and financial KPIs.
- Lead strategic planning and implementation of process improvements to enhance service delivery and operational efficiency.
- Ensure compliance with organizational policies, regulatory standards, and payer requirements.
- Represent scheduling and intake operations in enterprise-level planning, reporting, and decision-making.
- Continuously evaluate systems, tools, and technologies to support scalability and innovation.
- Perform other duties as assigned in support of organizational success.
- Supervise department Managers and team leads, ensuring effective execution of day-to-day operations.
- Organize and allocate staffing resources to meet operational demands and organizational priorities.
- Monitor and evaluate individual and team performance; provide coaching, feedback, and support for professional development.
- Ensure all team members are appropriately trained on systems, workflows, and role responsibilities.
- Participate in hiring, disciplinary actions, and performance management in collaboration with HR.
- Promote a positive work environment grounded in the organization’s Core Beliefs and cultural values.
- Assess and adapt staff responsibilities to align with company goals and changing operational needs.
- Foster open and effective communication between teams and leadership to support high performance and accountability.
Home Health and Hospice Operations
- Extensive knowledge of home health and hospice support services
- Experience in multi-site operations
- A working knowledge of clinical compliance and quality
- Knowledge of post-acute care operations
- Knowledge of Medicare, Medicaid and all State/Federal guidelines for compliance of patient clinical care and for eligibility and coverage
- Demonstrated success building strong relationships with front line clinicians, Agency leaders, and senior leaders
- Able to create positive impressions and communicate effectively with a variety of people and personalities
- Demonstrated success helping teammates develop and advancing them into more senior positions
- Minimum 3 to 5 years Management experience
- Manages daily based on metrics. Holds teammates accountable for their performance
- Able to multi-task and prioritize effectively
- An active listener with demonstrated ability to lead a team
- Excellent trainer; able to lead staff through change (e.g., new software, new processes)
- Experience managing a department budget
- Observant and detail oriented
- Experience designing and implementing metrics to track and report performance
- Able to design and implement new processes/systems using a fact-based approach
- Effectively engages in flexible problem solving
- Demonstrated ability to learn new software
- Proficient in Microsoft Office (Excel, Outlook, Power Point, and Word)
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
We are an Equal Opportunity Employer.
More about this job
Responsibilities
Lead the day-to-day operations of patient referral and support functions, including intake, equipment, eligibility, scheduling, data entry, and call center teams. Improve workflows and patient experience, monitor operational and financial performance, ensure compliance, and develop managers and staff.
Requirements
Requires 3 to 5 years of management experience, knowledge of home health, hospice, and post-acute care operations, and familiarity with clinical compliance and Medicare, Medicaid, and state and federal guidelines. Candidates should have strong leadership, coaching, analytics, process improvement, budgeting, prioritization, and Microsoft Office skills.
Skills
- Home Health And Hospice Operations
- Post-Acute Care Operations
- Multi-Site Operations
- Operational Workflow Management
- Patient Intake And Scheduling
- Care Coordination
- Regulatory Compliance
- Medicare And Medicaid Guidelines
- Team Leadership
- Staff Coaching And Development
- Performance Management
- Capacity Management
- Process Improvement
- Performance Metrics And Analytics
- Budget Management
- Microsoft Office
Visa sponsorship
Not detected in the job text
Categories
- Healthcare
- Management & Leadership
- Customer Service & Support
- Data & Analytics
Keywords
- Home Health
- Hospice
- Post-Acute Care
- Patient Referrals
- Patient Intake
- Durable Medical Equipment
- Data Entry
- Eligibility
- Patient Scheduling
- Call Center
- Care Coordination
- Operational Workflows
- Billing
- Capacity Management
- Workflow Optimization
- Quality KPIs
- Financial KPIs
- Clinical Compliance
- Medicare
- Medicaid
- State And Federal Guidelines
- Multi-Site Operations
- Department Budget
- Performance Metrics
- Process Improvement
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Word