Operations Business Manager*

The New Jewish Home New York , NY 10007

Posted 2 weeks ago

The Adult Day Care Division is seeking a Business Operations Manager to join their team! The candidate will make visits to the Bronx and Manhattan locations.

Job Summary:
The Business Operations Manager is responsible for leading ADHC business and operational initiatives to drive improvements in financial performance, operational drivers, accounts receivables, and the referral and admission process. Additional business operations responsibilities include all areas related to the successful processing of revenue cycle management/accounts receivable, managed care authorization, reception desk, payroll, physician orders, medical records, escort and office management functions. The Business Operations Manager establishes and monitors business operations workflows and processes, and tracks and reports on the key business operations metrics. The position is the lead liaison on the day-to-day business operations with the Revenue Cycle Management/Accounts Receivable, Human Resources, Payroll, Medical Records departments.

General Duties and Responsibilities:

The ADHC Business Operations Manager will plan, organize, direct, monitor and improve the Business Office activities of ADHC, ensuring compliance with federal and state regulatory standards, as needed. The high-level function is to enhance the operational procedures, systems and principles in the areas of information flow and management, business processes and management reporting via established business metrics. Below are the key duties, consisting of major duties, tasks, and responsibilities.

Financial Performance/Operational Drivers

  • Assists in the development of operating goals for ADHC;

  • Keeps abreast of census changes daily to monitor workflows and process efficiencies;

  • Performs a meaningful role in the short-term and long-term planning and establishment of initiatives aimed at increasing client admissions, visits, and attendance;

  • Monitors and manages budgets, including transportation and food expenses, in conjunction with the ADHC leadership;

  • Drive improvements in client visits and attendance by managing staff responsible for scheduling client visits and transportation, and managing contracts with food and transportation vendors.

  • Suggests problem resolution approaches and procedures to improve processes and reduce operational expenses.

  • Prepare reports, presentation materials and routine correspondence.

  • Assists in all business and administrative functions related to the ADHC admissions, transfers, and discharges and in partnership with the ADHC clinical and regional teams and the ADHC director;

  • Supervises overall planning systems, financial management and control, as needed;

  • Aids in the preparation of operating and capital budgets, as needed;

  • Maintains open communication with the ADHC Directors and the COO, regarding areas of concern related to payable, personnel, accounts receivable or other concerns that may arise;

Referral and Admission Process

  • Monitors referrals and admissions against targets to identify top referral sources, pending referrals in the pipeline, average time to admit referrals, and other relevant metrics.

  • Improves referral processes to reduce time spent processing a referral into an admission.

  • Leads strategic discussions with Business Development to identify top referral sources to target and implement plans for building stronger partnerships with those organizations.

  • Collaborates with the ADHC leadership and key Business Development staff to implement and monitor new procedures to ensure ADHC's effective management of functions related to external stakeholders and clients/families, as needed;

Revenue Cycle Management/ Accounts Receivable Management and Processing:

  • Monitors ADHC accounts receivable, denials and unbilled claims to continually improve performance and efficiencies against established business metrics.

  • Oversee the intake staff and the Authorization Coordinators to ensure all ADHC physician orders, clinical documentation, and authorizations are collected timely and in accordance with compliance and billing requirements.

  • Creates and automates, when possible, reports to monitor and track performance, in partnership with the Revenue Cycle team.

  • The Business Operations manager also partners with Revenue Cycle Management and ADHC clinical operations and business staff to identify and correct the underlying core issues that might be barriers to the ADHC revenue cycle performance.

  • Continually develops and perfects business operations workflows and processes to track and ensure that all documentation needed for managed care authorization and billing is collected and submitted for billing on a timely basis and measured against established business operations metrics.

  • Develops systems to ensure workflows are efficient and delivers defined business outcomes.

Business Office Functions:

Overall Responsibilities:

  • Overseeing and managing highly prioritized projects for ADHC initiatives such as preparing data for the President & CEO, COO, or Board of Directors reports and presentations;

  • Responsible for the key tasks and staff related to the monitoring, management, and supervision of all medical records that are in compliance with federal and state requirements;

  • Supervises, monitors and assigns work of medical records, office manager, authorization coordinator and other business staff of ADHC;

  • Performs organizational roles that ensure that business office regulations are known and followed;

  • Supervises, monitors and assigns escort staff and how they are supported, designated and scheduled to serve when clients enter and leave the program;

  • Establishes processes to ensure customer service at the office reception desk; develops and monitors efficient processes and standards to ensure reception calls are answered appropriately and that the transfer of patient or internal/external stakeholders calls are transacted with customer service criteria and efficiency;

  • Serves as a facility receptionist in greeting visitors and taking phone calls, as needed;

  • Supervise the customer service units and ensure that they are in line with customer satisfaction objectives;

  • Reevaluates customer related statistics and data, as relevant and needed;

  • Develops cross-functional training capabilities of designated Business Operations team members, in full compliance with any union requirement and contractual obligations;

  • Organizes and intensifies efficiency support services by ameliorating functions and coordinating communication between businesses and support functions;

  • Serve as a liaison between the departments and IT for all technology needs and HR for personnel needs;

  • Orders or ensures staff orders administrative or programmatic supplies as needed;

  • Reviews accounts payable invoices, fills out vouchers for Administrator's signature;

  • Maintains personnel records, as needed, in partnership with Human Resources;

  • Keeps abreast on communication regarding unemployment claims and workers compensation claims;

  • Handles recruitment and training of business operations staff;

  • Assures payroll records are created and maintained;

  • Accurate in computer entry and knowledgeable about computer operation for accounts payable and payroll duties;

  • Conducing Payroll for all ADHC staff;

  • Checks incoming mail for the Business Office and distribute to the proper person;

  • Maintains patient confidentiality;

  • Conduct job responsibilities in accordance with the Company's Code of Business Conduct, the Corporate Compliance Agreement, appropriate professional standards and applicable state/federal laws;

  • Ensures that all personnel know and comply with Residents' Rights rules. Monitors services to ensure that customer needs and rights are met. Treats residents with kindness, dignity, and respect.

  • Office maintenance to ensure that the staff work in a safe and comfortable environment (i.e, floor, kitchen and other areas are well-maintained and free of clutter and occupational hazard);

  • Perform other duties as required.


A bachelor's degree or at least two to five years of experience as a manager, administering complex business operations in either an ADHC or managed care environment. The ideal candidate will have experience at the management or operational level and be comfortable and experienced in developing and implementing workflows and processes and reporting on established business metrics.

  • Possesses persuasive communication skills, impeccable customer service skills, and flexibility to adapt to different business environments.

  • Must be able to multi-task and communicate effectively with management and clinical staff at all levels, including peers as well as external vendors and stakeholders.

  • Information Technology skill sets and experience are preferred to manage complex workflows of business operations functions.

Reporting Responsibilities:

This position will report directly to the VP, ADHC with a dotted reporting relationship to The New Jewish Home Chief Operating Officer for special projects, as needed.


Specialized Skills and Competencies:

  • A minimum of 2 years' experience in an office management, bookkeeping, or other similar position required. Must have at least two to five years of experience in the role of a supervisory or administrative role.

  • Must have knowledge of billing and collection practices/techniques and be skilled in the use of computers, particularly the Microsoft Office suite of applications.

  • Strong analytical skills with the ability to take complex data and prepare executive level summary including analytical financial reporting

  • Dexterity in developing, implementing, tracking and perfecting business operations work-flows, processes and business metrics.

  • Application and intermediate knowledge of office practices and procedures.

  • Effective computer skills across multiple office and/or clinical functions.

  • Proficiency with MS Office Suite; extremely strong excel and power point presentation skills with a solid understanding of technology; able to take ideas from concept to final project.

  • Superior organizational skills and adept at managing/anticipating expectations.

  • Ability to work effectively with different levels of personnel, across programs and management tiers. Must establish and maintain effective working relationships.

  • Strong interpersonal and communication skills, including effective phone etiquette and customer service skills.

  • Must be able to communicate effectively in both written and verbal form.

  • Must maintain confidentiality of work related information and materials.

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Operations Business Manager*

The New Jewish Home