Operations Coordinator

Overview

Operations Coordinator

(Remote)

About Us:

Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We’ve got you.- and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.

Why Work at Matrix?

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

Responsibilities

About the role:

Type: Full Time, Hourly

Compensation: $21.40-$30.00/hr.

Location: Fully Remote, must be in the United States

Hours: Full Time Days

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available.

What to Expect:

The Operations Coordinator is a cross-functional scheduling and operations role responsible for executing the full scope of provider dispatch, same-day scheduling support, and Same Day Backfill (SDBF) activities. This position ensures provider schedules are accurate, efficient, geographically optimized, and responsive to real-time operational needs. The Operations Coordinator proactively monitors provider schedules, identifies and fills scheduling gaps, manages call outs and reassignments, validates routing information, optimizes provider routes, and coordinates schedule changes with members, providers, dispatch, field leadership, and operational teams. The role is accountable for balancing provider utilization, member experience, geographic efficiency, and operational priorities while maintaining accurate documentation and compliance with organizational standards. The Operations Coordinator is expected to be fully cross-trained and able to independently perform responsibilities across dispatch, SDBF, and same-day scheduling support based on business and operational needs.

Responsibilities:

Scheduling, Dispatch & Route Optimization

• Validate Field Operations (FO) confidence levels for provider and member addresses to support accurate scheduling and routing.
• Manage provider dispatching across assigned regions to ensure appropriate coverage of scheduled appointments.
• Execute route optimization to minimize provider drive time and maximize schedule efficiency.
• Coordinate member placement within provider routes based on geography, availability, drive time, and operational needs.
• Dispatch final routes to providers in alignment with operational and member requirements.
• Maintain real-time awareness of provider availability, member needs, schedule changes, and operational priorities.
• Balance provider productivity, geographic efficiency, workload distribution, and member convenience when making scheduling decisions.

Same-Day & Near-Term Scheduling

• Monitor and manage the Five9 Queue to ensure timely handling of scheduling requests based on slot availability and established expectations.
• Execute scheduling activities in accordance with Same Day Backfill (SDBF) expectations to maximize provider utilization.
• Continuously monitor provider schedules to identify gaps resulting from cancellations, call outs, routing inefficiencies, or other scheduling constraints.
• Analyze future booked appointments to identify members who may be appropriate for same-day or near-term rescheduling.
• Proactively contact members to offer earlier appointment availability and coordinate schedule changes.
• Process same-day call outs and ensure impacted member visits are appropriately reassigned.
• Manage future and next-day call outs by proactively identifying coverage gaps, coordinating reassignments, and communicating necessary updates.
• Schedule and reassign unscheduled visits to meet member needs within required timeframes.
• Process provider reassignments to fill available slots and maintain continuity of care.
• Perform zone-change reassignments to balance provider coverage and optimize workload distribution.
• Prioritize high-impact scheduling opportunities that reduce provider downtime and maximize completed visits.

Same Day Backfill & Schedule Gap Management

• Proactively identify opportunities to fill open provider capacity and optimize daily schedules.
• Evaluate provider availability, cancellations, member availability windows, routing considerations, and drive time when determining backfill opportunities.
• Coordinate directly with providers, dispatch, and operational partners to identify optimal member placement within routes.
• Balance scheduling efficiency with member convenience and provider productivity.
• Create, maintain, and track SDBF tickets to document scheduling actions and provide visibility to operational teams.
• Track outcomes of backfill and rescheduling efforts to identify trends and support continuous improvement.

Operational Support, Communication & Tracking

• Partner closely with providers, dispatch, field leadership, and operations teams to ensure accurate and timely resolution of scheduling needs.
• Communicate proactively and professionally with members and providers regarding appointment changes, reassignments, call outs, and schedule updates.
• Manage and update the no-longer-eligible list to prevent unnecessary scheduling and support compliance.
• Escalate risks involving scheduling gaps, provider availability, member address concerns, or other issues that may impact coverage or service.
• Track, document, and report scheduling performance, actions, outcomes, and trends.
• Maintain accurate scheduling data and documentation to provide appropriate operational visibility.
• Manage a high volume of inbound and outbound calls while maintaining professionalism, composure, accuracy, and a strong member and provider experience.

Qualifications

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Experience in healthcare scheduling, dispatch, logistics, call center operations, or a related operational environment preferred.
• Familiarity with scheduling platforms, routing systems, and call center technology, including Five9.
• Strong organizational skills with the ability to simultaneously manage multiple competing and time-sensitive priorities.
• Strong verbal and written communication skills.
• Demonstrated problem-solving ability and sound real-time decision-making skills.
• High attention to detail with a strong focus on scheduling, documentation, and data accuracy.
• Ability to analyze schedules, provider availability, routing considerations, and member needs to identify appropriate scheduling solutions.
• Proven ability to manage a high volume of inbound and outbound calls while maintaining professionalism, composure, and exceptional customer service when interacting with members and clinicians.

Core Competencies

• Operational Agility & Responsiveness – Responds quickly to same-day scheduling needs, call outs, cancellations, and shifting priorities while minimizing disruption to providers and members.
• Analytical Thinking – Evaluates provider schedules, routing, geography, member availability, and operational data to identify the most effective scheduling and backfill opportunities.
• Accuracy & Attention to Detail – Maintains accurate provider/member information, scheduling changes, routing data, and operational documentation.
• Operational Efficiency – Optimizes schedules and routes to maximize provider utilization, reduce downtime and drive time, and support completed visits.
• Problem-Solving & Decision-Making – Identifies practical scheduling solutions that balance operational efficiency, provider needs, logistics, and member experience.
• Communication – Communicates clearly, professionally, and proactively with members, providers, field leadership, and internal teams.
• Collaboration – Works effectively across dispatch, scheduling, field operations, providers, clinicians, and leadership to coordinate real-time operational needs.
• Technology Proficiency – Demonstrates comfort working across scheduling platforms, routing tools, call center systems, and related operational technology.
• Accuracy & Compliance – Ensures scheduling activities, changes, and operational actions are appropriately documented and completed in accordance with organizational policies and expectations.

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net.

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