Operations Manager - Rehab Services

The Operations Manager serves as the operational backbone of TJ Regional Health's Rehabilitation Services department. This role is responsible for the seamless day-to-day administration of clinical and business operations — including billing, coding, scheduling, payroll, productivity tracking, contract management, and quality compliance. The ideal candidate combines strong financial and analytical skills with a people-first leadership style and a deep commitment to service excellence.

This position plays a critical role in supporting the department's growth and ensuring every patient and team member experiences the TJ Rehab standard of care. The Operations Manager provides operational leadership and oversight of outpatient Rehabilitation Services across the primary location and satellite facilities, including staff supervision, front-end operations, financial performance, and administrative functions.

This role collaborates with clinical therapists, hospital operations, IT, and departmental leadership to optimize workflows, improve efficiency, and enhance patient care. Responsibilities include leading special projects, strategic initiatives, process improvements, and technology implementations. The position requires strong leadership, analytical and communication skills, proficiency in Microsoft Office, and knowledge of organizational software applications to support operational excellence and departmental growth.

JOB REQUIREMENTS Minimum Education § High School diploma or equivalent § Associate's or Bachelor's degree in Healthcare Administration, Business Administration, or a related field, preferred § Equivalent combination of education and healthcare administrative experience will be considered Work Experience § Healthcare Operations

Minimum of 2–3 years of experience in healthcare administration, operations, or a related setting, with demonstrated responsibility for operational oversight and day-to-day departmental functions. § Leadership & Staff Oversight : Previous experience managing, supervising, coaching, and developing administrative or front office staff, preferably across multiple locations or service areas. § High-Volume Patient Operations : Experience working in a fast-paced healthcare environment with responsibility for patient throughput, scheduling, registration, workflow coordination, and maintaining an efficient patient experience. § Rehabilitation Services : Prior experience in rehabilitation, outpatient therapy, or a similar specialty healthcare environment preferred. § Revenue Cycle & Payer Knowledge: Working knowledge of healthcare billing, collections, coding, denial management, authorizations, payer requirements, and CMS billing and reimbursement guidelines strongly preferred. § EHR/EMR Systems: Experience utilizing healthcare EHR/EMR systems and other clinical, scheduling, billing, and operational software applications. § Microsoft Office : Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint, with the ability to develop reports, analyze data, track performance, and prepare professional communications and presentations. § Cross-Functional Leadership : Demonstrated ability to collaborate with clinical staff, hospital operations, revenue cycle, IT, Human Resources, vendors, and leadership while managing multiple priorities and operational initiatives.

Knowledge, Skills, & Abilities § Foundational knowledge of healthcare operations, including billing, coding, and payer processes § Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data reporting § Strong analytical and report-building skills with a high degree of accuracy and attention to detail § Excellent verbal and written communication skills § Outstanding interpersonal and customer service skills; naturally people-oriented § Team-oriented mindset with the ability to lead, motivate, and hold staff accountable § Ability to manage multiple priorities simultaneously in a fast-paced environment § Familiarity with EMR/EHR systems and practice management software § Working knowledge of WQM / Plan of Care documentation processes a plus § High level of professionalism, integrity, and confidentiality FUNCTIONAL DEMANDS Physical Requirements Sitting - Greater than 32% Walking - 16-31% Standing - 16-31% Bending/Squatting - 1-15% Climbing/Kneeling - 1-15% Twisting - 16-31% OSHA Category Minimal potential for direct body fluid exposure Visual and Hearing Requirements Must be able to hear clearly with assistance.

Must be able to see with corrective eyewear. Color vision ability required. Other Physical/Environmental Demands Lifting - 0-50lbs, 50lbs or more with assistance Carrying - 0-50lbs, 50lbs or more with assistance Pulling - up to 100lbs Pushing - up to 100lbs LEADERSHIP CAPABILITIES Supports the hospital Mission, Service and Values.

Operational Leadership & Team Management § Staff Leadership & Development: Manage, mentor, and support front-office and administrative personnel across all rehabilitation locations, including staff training, professional development, and the creation of standardized training tools. § Performance Management & Accountability: Establish clear expectations, standardized workflows, performance goals, and KPIs. Monitor performance, conduct audits, and delegate responsibilities while maintaining operational oversight. § Staff Engagement & Collaboration: Facilitate regular staff meetings, individual check-ins, performance evaluations, and ongoing coaching to promote accountability, collaboration, and continuous improvement. § Organizational Culture: Foster a positive, team-oriented work environment aligned with TJ Regional Health's mission, values, and commitment to patient-centered care. § Operational Problem-Solving & Strategic Support: Serve as the primary resource for daily operational challenges, applying critical thinking, resolving issues, and escalating concerns to leadership as appropriate.

Collaborate across front-end, middle-office, back-end, and clinical operations to support departmental objectives and strategic initiatives. Billing, Coding & Denials Management § Oversee departmental billing and collections to ensure accuracy, timely reimbursement, regulatory compliance, and financial performance. § Denials Management: Support and monitor pre-billing edits, claim rejections, denials, appeals, authorizations, and pre-certifications to minimize revenue delays and optimize reimbursement. § Coding & Payer Compliance: Apply working knowledge of CPT and ICD-10 coding, payer-specific requirements, CMS regulations, and rehabilitation specialty billing guidelines to ensure accurate and compliant billing practices. § Revenue Cycle Optimization: Collaborate with revenue cycle, coding, and clinical teams to improve clean claim rates, address payer requirements, resolve-billing issues, and identify process improvement opportunities. § Contracted Services Billing: Manage monthly billing, payment tracking, and collections for all contracted rehabilitation services, ensuring accuracy, timeliness, and compliance with contractual agreements.

Scheduling & Payroll § Staff & Patient Scheduling: Oversee staff and patient scheduling across all rehabilitation locations and service lines, providing direct support and coverage as needed while collaborating with leadership to address staffing and operational challenges. § Scheduling Optimization & Productivity: Maximize scheduling efficiency, patient access, and staff productivity through effective utilization of scheduling systems, process improvements, and operational oversight. § System Utilization & Performance Monitoring: Leverage system applications, reporting functionality, and performance audits to evaluate scheduling effectiveness, identify opportunities for improvement, and develop monitoring tools to support operational goals. § Timekeeping Management: Monitor timekeeping accuracy, and ensure compliance with organizational policies and established deadlines. § HR & Staffing Coordination: Collaborate with Human Resources and departmental leadership on staffing changes, employee onboarding, scheduling adjustments, and related administrative needs to ensure operational continuity.

Reporting, Productivity & Quality Measures § Operational & Clinical Reporting: Develop, generate, and analyze routine and ad hoc reports using various organizational software applications to monitor operational, financial, and clinical performance. § Productivity & Revenue Cycle Monitoring: Track, analyze, and report departmental productivity and key performance indicators (KPIs), including units of service (UOS), revenue cycle performance, discharged not final billed (DNFB), and denial rates. § Dashboard Development & Performance Analytics: Develop and maintain dashboards, Excel-based tracking tools, and audit reports across front-end, middle-office, back-end, and clinical operations to support data-driven leadership decisions. § Quality Improvement & Performance Goals: Lead and support quality improvement initiatives by establishing measurable goals, monitoring performance, and continuously advancing targets aligned with industry standards and TJ Regional Health Rehabilitation Services' approved benchmarks. § Workflow & Compliance Oversight: Oversee referral work queues (WQM), Plan of Care workflows, and compliance documentation.

Monitor workflow performance, identify process improvement opportunities, and lead key initiatives to ensure timely completion, operational efficiency, and regulatory compliance. Contract Management § Contract Administration & Oversight: Manage departmental contracts, including maintaining accurate records, monitoring expiration dates, and coordinating renewals, amendments, and required approvals to ensure continuity of services. § Contract Billing & Financial Reconciliation: coordinate monthly billing, collections for contracted services, reconcile financial activity, identify discrepancies, and ensure contractual terms, and payment requirements are appropriately followed. § Vendor & Payer Coordination: Serve as the departmental liaison for vendor and payer contract communications, collaborating with TJ Regional Health leadership and appropriate internal departments to address contractual, operational, and financial matters. § Contract Performance Monitoring: Monitor contract performance, service requirements, financial obligations, and key deliverables to ensure vendors and contracted services meet established expectations. § Contract Process Improvement: Identify opportunities to improve contract workflows, tracking, reporting, and financial performance while supporting departmental growth and operational objectives.

Camp TJ Financial Management § Financial Oversight: Oversee financial processes associated with Camp TJ programming, ensuring accurate and timely management of financial activities. § Budget & Expense Management: Track revenue, expenses, and overall budget performance to ensure compliance with approved budgets and financial expectations. § Financial Reporting & Analysis: Prepare and analyze financial summaries, budget reports, and other performance information for departmental and organizational leadership. § Financial Performance Monitoring: Identify budget variances, financial trends, and opportunities for improved cost management while supporting the continued growth and sustainability of Camp TJ programs.

Customer Service & Patient Experience § Service Excellence: Model and reinforce exceptional customer service standards across all Rehabilitation Services locations, ensuring staff interactions reflect TJ Regional Health’s values and commitment to patient-centered care. § Patient & Family Support: Address and resolve patient and family questions, concerns, and escalations with professionalism, empathy, urgency, and appropriate follow-through. § Patient

Ensure front-office workflows, scheduling, registration, communication, and other operational processes provide a welcoming, efficient, and consistent patient experience. § Service Monitoring & Improvement: Identify patient experience trends and opportunities for improvement, collaborating with staff, clinical therapists, and leadership to implement solutions and strengthen service delivery. § Staff Accountability: Coach and support staff in meeting established customer service expectations and address service concerns through education, feedback, and ongoing performance monitoring.

Education High School or equivalent (required)