Operations Manager

Job Description: Operations Manager

Reports To:

Chief Executive Officer (CEO)

Direct Reports:

Office Manager, Clinical Manager, Nurse Manager, IVF Coordinator, CBO/Billing Manager, Embryology and Andrology Technical Supervisors, and additional administrative leadership as assigned.

Position Summary

The Operations Manager is responsible for the strategic and day-to-day operational performance of CARE Fertility’s multi-site organization, including clinical, administrative, and surgical operations across the Bedford and Fort Worth locations, Ambulatory Surgery Center (ASC), and both high-complexity laboratories. This role serves as a key member of the executive team and functions as the operational backbone of the practice—aligning people, processes, and technology to deliver high-quality, efficient, and compliant patient care.

The Operations Manager ensures fiscal discipline, operational integrity, and organizational cohesion through cross-departmental coordination, process redesign, and data-driven management.

Core Responsibilities

1. Strategic Operations & Leadership

• Partner directly with the CEO to execute organizational strategy and operational initiatives supporting practice growth and patient experience.

• Oversee operations for all clinical and administrative departments, ensuring alignment with regulatory, accreditation, and fiscal goals.

• Develop and manage performance dashboards, KPIs, and metrics (e.g., charge capture, Phreesia compliance, patient satisfaction, AR >90 performance, collections per patient, etc.).

• Lead operational turnaround projects and culture transformation initiatives aimed at improving retention, accountability, and efficiency.

• Drive change management initiatives related to workflow restructuring, department integration, and leadership development.

2. Clinical & ASC Operations

• Oversee ASC operations and ensure compliance with AAAASF, OSHA, HIPAA, and CMS standards.

• Ensure staffing, credentialing, and privileging meet surgical and anesthesia regulatory requirements.

• Maintain efficient surgical scheduling, case flow, and coordination between clinical and laboratory teams.

• Develop and oversee departmental standard operating procedures (SOPs), clinical workflows, and safety policies.

3. Central Business Office & Revenue Cycle Management

• Direct the CBO team responsible for billing, AR management, and collections, ensuring financial accuracy and compliance.

• Oversee payer contract negotiations, fee schedule updates, and revenue integrity initiatives.

• Collaborate with accounting to align revenue recognition, month-end reporting, and financial forecasting.

• Monitor collection metrics, denial rates, and charge lag, implementing process improvements as necessary.

4. Patient Experience & Front-End Operations

• Manage front-end operations including front desk, new patient coordination, and IVF coordination.

• Implement and oversee digital engagement platforms (Phreesia, EngagedMD Navigate, etc.) to streamline intake, consents, and patient education.

• Establish and monitor department-level goals to improve scheduling efficiency, conversion rates, and patient satisfaction.

• Support front office leadership development through defined performance metrics and standardized training.

5. EMR / PM Systems & Data Integration

• Lead EMR/PM migration projects (e.g., Centricity to custom EMR, Waystar integration, HL7 connectivity).

• Oversee system optimization for billing, patient engagement, and workflow automation.

• Manage vendor relationships, software implementation timelines, and interoperability compliance.

• Use data analytics to identify operational bottlenecks and design process improvements.

6. HR, Compliance & Policy Governance

• Partner with HR and departmental leaders to ensure clear role definitions, performance evaluations, and equitable pay structures.

• Create and maintain governance documents including organizational policies, employee handbooks, and departmental manuals.

• Conduct workforce planning, succession management, and leadership training for future growth.

• Ensure compliance with employment law, healthcare regulations, and internal policies.

7. Financial Oversight & Budget Management

• Develop and manage departmental and organizational budgets in alignment with strategic priorities.

• Review monthly financial performance reports with the CEO and accounting.

• Drive cost-containment initiatives, vendor contract review, and purchasing approvals.

• Support revenue forecasting and strategic investment analysis for growth initiatives.

Key Performance Indicators

• Year-over-year improvement in collections, AR days, and charge capture.

• Reduction in operational redundancies and overtime expenses.

• Sustained regulatory and accreditation compliance across all entities.

• Achievement of patient experience benchmarks and departmental KPIs.

• Successful implementation of system migrations and workflow standardization.

Qualifications & Competencies

• Proven experience leading multi-site healthcare operations (ASC and clinic).

• Strong analytical, financial, and project management skills.

• Demonstrated success in staff development, team restructuring, and cultural realignment.

• Deep understanding of revenue cycle management, EMR/PM systems, and healthcare compliance.

• Exceptional communication, diplomacy, and organizational design capabilities.

• Bachelor’s degree required; advanced degree or certification in healthcare administration, operations management, or related field preferred.

Leadership & Behavioral Expectations

• Demonstrates composure under pressure and models professionalism across all organizational levels.

• Balances strategic vision with tactical execution and accountability.

• Acts as a cultural anchor, maintaining trust, fairness, and transparency in all interactions.

• Fosters cross-functional collaboration and ensures department leaders are empowered and accountable.

• Anticipates challenges, identifies systemic risks, and implements proactive solutions.