Job Summary:

The Operations Manager, Palliative Transition Partner will own the centralized operational layer for a growing home-based palliative/hospice care transition partnership: patient coordination, referral completion, scheduling, and reporting. This role is being created to build strong working relationships with partner stakeholders, and stand up a scalable operating model as the partnership expands to new markets.

Key Responsibilities

• Central Calling & Scheduling Operations
  • Manage the team responsible for patient outreach, warm handoffs from referral partner, and referral/screening completion
  • Own live patient scheduling against a shared calendar system, applying market-specific provider rules without requiring a transfer or hand-off
• Demand Planning & Reporting
  • Forecast staffing needs by market based on referral volume and panel growth
  • Own and report core central metrics: warm handoff rate, palliative transition rate, engagement rate, visits/patient by acuity, timely initiation of care
  • Build recurring reporting cadence for quarterly business reviews and internal leadership updates
• Team & Operations Management
  • Hire, train, and manage the central calling/scheduling staff
  • Build and maintain SOPs for patient outreach, referral/screening completion, and scheduling across markets
  • Serve as escalation point when scheduling conflicts or rule mismatches arise between central and market teams
• Partner Relationship Management & Problem Solving
  • Serve as a primary operational point of contact for the partner organization, building trusted working relationships with their leadership and market-facing staff
  • Proactively identify friction points between central operations and market/partner teams, and drive resolution
  • Bring structured problem-solving to recurring operational issues (e.g., scheduling mismatches, referral gaps) rather than escalating without a proposed path forward
  • Represent central operations in partner-facing meetings and business reviews
• Expansion Management
  • Lead operational onboarding for new markets: capture local scheduling rules, provider calendar setup, staffing ramp
  • Partner with market and regional leadership to validate rule configurations before go-live
  • Iterate on the central/market operating model as new markets surface edge cases
• Cross-Functional Coordination
  • Partner with the external care partner organization on shared metrics and process changes
  • Coordinate with market-based clinical teams on scheduling logistics and issue resolution
  • Flag risks or gaps to leadership proactively rather than waiting for scheduled reviews

Qualifications

• 3+ years in healthcare operations, care coordination, or scheduling operations management (home-based care, hospice, or palliative experience strongly preferred)

• Demonstrated experience managing a team of coordinators/schedulers, including hiring and training

• Strong data/reporting skills -- comfortable building and maintaining recurring metrics reports (Excel required, AI skills recommended)

• Track record of managing operational rollouts or expansions across multiple sites/markets

• Strong relationship management skills -- experience serving as a primary point of contact for an external partner or client organization, with a track record of resolving operational friction collaboratively

Hybrid Schedule:

• Two days per week onsite in Hackensack, New Jersey.
• Three days per week working remotely.

Starting Salary: $75,000/annually