Operations Manager, Hospice Home Care, Manhattan

* Leadership & Staff Management
* Manages and develops regional operational support staff (Hospice Operations Coordinators), including hiring, training, performance evaluation, and ongoing professional development.
* Ensures regional support functions are adequately staffed, efficient, and aligned with program goals.
* Provides leadership to team managers regarding workflow expectations, performance issues, and operational priorities.
* Regional Operations Oversight
* Partners with the Clinical Director in daily operations review and strategic planning for regional workflow, capacity management, and service delivery.
* Oversees the day-to-day regional operations to ensure consistent, efficient, and high-quality administrative and operational processes.
* Identifies operational gaps, implements solutions, and ensures alignment with VNS Health Hospice standards, policies, and regulatory requirements.
* Data Analysis & Strategic Insight
* Leads regional data analysis, monitoring, and interpretation of performance metrics by team and across the region.
* Provides actionable insights to leadership and contributes to decision-making around staffing, workflow redesign, and process optimization.
* Develops data dashboards, presentations, and reports for leadership and quality committees.
* Quality Assurance & Performance Improvement
* Participates in and often leads regional QA activities to strengthen compliance and performance standards.
* Designs, pilots, evaluates, and refines improvement strategies aimed at enhancing workflow efficiency, service quality, and staff performance.
* Collaborates with interdisciplinary leaders on corrective action plans and long-term operational improvements.
* Workflow Governance & Process Optimization
* Monitors and continually evaluates workflows for support staff and team managers to ensure consistency, clarity, and efficiency.
* Develops process improvements, standard operating procedures, and region-wide workflow enhancements.
* Ensures operational practices support timely documentation, communication, and resolution of service issues.
* Customer Satisfaction & Issue Management
* Oversees processes for responding to customer inquiries, complaints, and service concerns, ensuring issues are addressed promptly and effectively.
* Partners with leadership on escalated or complex issues and develops strategies to prevent recurrence.
* Promotes a culture of accountability and service excellence throughout the region.
* Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires/promotes/terminates staff and recommends salary actions, as appropriate.

* Participates in special projects and performs other duties as assigned.

Education:
Bachelor's Degree in Health Administration, Business Nursing or related field required or
Master's Degree preferred

Work Experience:
Minimum 4-6 years of progressive experience in Healthcare operations, Hospice, Home Health or related environment required
Demonstrated experience supervising or managing operational teams required
Strong analytical skills with experience interpreting and presenting performance data required
Proven ability to lead process improvement and quality initiatives required
Excellent communication, leadership, and change-management skills required
Proficiency with workflow systems, data platforms, and Microsoft Office Suite required