Healthcare Operations Manager

Job title: Care Operations Specialist (US Remote)

Employment Type: Full-time (US Remote)

Salary: DOE

Hours: 3pm-11pm CAT

Role Overview

We are seeking a highly organised, proactive and customer-focused Care Operations Specialist to support the Director of Care Coordination and ensure the smooth day-to-day operation of the organisation. The role will act as a key point of contact for families and technicians, while managing onboarding, compliance, quality assurance and operational administration.

Key Responsibilities

* Serve as a primary point of contact for families regarding non-clinical and operational queries.

* Conduct family welcome calls and regular quality assurance check-ins.

* Monitor family satisfaction, attendance, scheduling and service concerns.

* Support technician engagement, retention and employee satisfaction through regular check-ins.

* Track technician onboarding and compliance requirements, including:

* 40-hour RBT course

* CPR certification

* Required documentation and certifications

* Competency assessment coordination

* Maintain accurate employee and operational records.

* Follow up with technicians regarding outstanding onboarding and compliance requirements.

* Provide administrative and operational support to the Director of Care Coordination.

* Liaise with insurance companies, state agencies, physician offices and external providers.

* Follow up on evaluations, authorisations and appointments.

* Manage schedule changes, cancellations and technician call-offs.

* Identify recurring issues and trends that could impact service quality, family satisfaction or employee retention.

* Escalate significant concerns to leadership and proactively resolve operational issues where possible.

Requirements

* Previous experience in operations, administration, customer service, healthcare or a similar environment.

* Excellent communication and interpersonal skills.

* Highly organised with strong attention to detail and follow-through.

* Ability to manage multiple priorities and respond quickly to requests.

* Strong problem-solving and proactive approach.

* Comfortable communicating with families, employees, healthcare providers and external organisations.

* Ability to work independently while keeping leadership appropriately informed.

* Experience in ABA, behavioural health or healthcare operations is advantageous.

Key Competencies

* Exceptional organisation and time management

* Professional and compassionate communication

* Customer service focused

* Proactive problem-solving

* Strong follow-up and accountability

* Attention to compliance and documentation

* Ability to identify and address issues before they escalate

* Ability to manage sensitive situations professionally

Please submit your CV to [email protected] with the subject line “Care Operations Specialist”