Program Operations Manager

About Within Health Provider Services

Within Health has a revolutionary approach to the virtual treatment of eating disorders. We provide clinically continuous care, in the comfort of the clients own home.  We provide excellent care 100% virtually and are a 24/7 company to ensure the care for our clients is superior than others.

About the role

The Program Operations Manager plays a critical role in ensuring the smooth and efficient functioning of each program. This position is responsible for overseeing aspects of program operations, including but not limited to patient onboarding, operational excellence and quality assurance, timely completion of treatment plans and updates, effective communication with outpatient providers, and timely completion and reporting of outcome measures.

What you'll do

Patient Onboarding:

• Implementing a streamlined patient onboarding process, including patient scheduling coordination, app onboarding, program orientation, and schedule handoff to Care Ops Specialists
• Coordinating with the clinical team to ensure a smooth transition for new patients into treatment
• Addressing any patient concerns or questions promptly and effectively
• Sending the Welcome Email to caregivers and outpatient providers as new patients enter the program

Treatment Plans:

• Ensure that initial treatment plans and treatment plan updates are completed by primary therapists
• Ensure that all treatment plans are properly signed and uploaded into the EHR

Effective Communication with outpatient providers:

• Ensure that all outpatient providers have correct contact information on file
• Ensure that all components of weekly updates are completed every week, and that they are being sent to every client's outpatient team according to company processes

Completion and reporting of outcome measures:

• Ensure that all clients are enrolled in the outcome measure database upon admission and that initial outcome measures are sent to the client.
• Ensure that initial outcome measures are completed within 48 hours but no later than the 7th day of admission
• Follow proper processes in the event that a client has not completed their outcome measures
• Follow the same processes for monthly and discharge outcome measures
• Lead the communication associated with obtaining outcome measures in an effective and reliable manner that unites the care team with a measurement based care orientation

Operational Excellence & Quality Assurance:

• Develop and implement robust operational procedures and workflows to optimize program efficiency, effectiveness and compliance
• Conduct regular audits and quality assurance reviews to identify areas for improvement including treatment plans, treatment plan updates, and outcome measures, and ensure compliance with all relevant regulations and accreditation standards
• Develop and implement strategies to improve patient satisfaction survey completion rate by monitoring that patients have been afforded all opportunities to complete the patient satisfaction survey
• Review the census on a daily basis to ensure that all hours are properly accounted for, and follow up with team members whose attendance is missing to obtain the missing information
• Other duties as requested

Qualifications

• Bachelor's degree in healthcare administration, business administration, or a related field. Relevant experience will be considered
• Two or more years of experience in healthcare operations management, preferably in a behavioral health setting
• Experience with electronic health record (EHR) systems
• Strong analytical and problem-solving skills
• Excellent organizational and time-management skills
• Strong communication and interpersonal skills
• Proficiency in Google Workspace
• Experience with data analysis and reporting
• Knowledge of relevant regulations and accreditation standards (e.g., Joint Commission)

Physical & Environmental Requirements

• Employees are required to read, review, prepare and analyze written data and figures, using a computer or similar, and should possess visual acuity
• This position answers and places telephone calls as well as video conferences and must be able to converse
• Must be able to converse with colleagues via telephone and computer programs
• Must be able to operate a computer and navigate applications within a smart-phone, iPhone, MacBook computer and/or tablet
• Able to sit for the majority of shifts
• Must have reliable internet connection
• This is a work-from-home position
• Work should be performed in a private, quiet space with minimal background noise