What are the responsibilities and job description for the Sr. Operations Manager position at SquarePeg?
Position Summary
We are seeking a Senior Operations Manager to lead and optimize our teleradiology workflows, elevate service delivery, and support our radiologists, technologists, and clients. This role sits at the center of our daily operational performance and plays a key role in ensuring consistency, quality, communication, and client satisfaction.
This is a remote position with the option for hybrid work if located near our leadership team. Candidates based in South Florida or along the U.S. East Coast are strongly preferred, as much of our client activity and operational coordination occurs within Eastern Time.
The ideal candidate is proactive, organized, hands-on, and friendly in communication style—someone who enjoys leading people and improving complex healthcare workflows.
Key Responsibilities
Leadership & People Management
Who Thrives Here
Someone who is:
We are seeking a Senior Operations Manager to lead and optimize our teleradiology workflows, elevate service delivery, and support our radiologists, technologists, and clients. This role sits at the center of our daily operational performance and plays a key role in ensuring consistency, quality, communication, and client satisfaction.
This is a remote position with the option for hybrid work if located near our leadership team. Candidates based in South Florida or along the U.S. East Coast are strongly preferred, as much of our client activity and operational coordination occurs within Eastern Time.
The ideal candidate is proactive, organized, hands-on, and friendly in communication style—someone who enjoys leading people and improving complex healthcare workflows.
Key Responsibilities
Leadership & People Management
- Directly manage a team of workflow supervisors and workflow managers, providing coaching, accountability, and professional development.
- Build a positive, collaborative, and performance-driven culture across the operations team.
- Ensure staffing schedules, workload distribution, and shift assignments support 24/7 operational needs.
- Lead onboarding, training, and continuous education for operational leaders and staff.
- Oversee all daily teleradiology workflow operations to ensure timely and accurate turnaround of imaging studies.
- Monitor radiologist coverage, workload balancing, escalation procedures, and SLA performance.
- Forecast operational needs and adjust staffing or workflows to maintain quality and efficiency.
- Develop, document, and update Standard Operating Procedures (SOPs) to support consistent operations.
- Serve as a senior operational point of contact for key clients, ensuring service excellence and smooth communication.
- Address escalated client issues with urgency, empathy, and professionalism.
- Conduct regular service reviews, maintain strong relationships, and identify opportunities to improve client satisfaction and trust.
- Implement workflow improvements to increase speed, accuracy, and consistency across all shifts.
- Track KPIs, operational metrics, and performance dashboards; prepare actionable summaries for leadership.
- Partner with technology teams to optimize RIS/PACS performance, automations, and operational tools.
- Ensure compliance with internal standards, regulatory requirements, and quality assurance policies.
- Average Report Turnaround Time (TAT)
- Study-to-Radiologist Assignment Efficiency
- Workflow Error and Escalation Resolution Rate
- Client Satisfaction & SLA Compliance
- Operational Dashboard Accuracy and Reporting Timeliness
- 5–7 years of healthcare operations experience; radiology or teleradiology strongly preferred.
- Demonstrated experience managing supervisors, leads, or managers in a high-volume service environment.
- Excellent communication skills with a warm, professional, and steady leadership style.
- Strong organizational, analytical, and problem-solving abilities.
- Comfortable in fast-paced, real-time operational settings.
- Proficiency with digital tools (RIS/PACS, workflow dashboards, ticketing systems, communication tools).
- Ability to work effectively in Eastern Time hours, with limited rotational after-hours availability.
- Experience leading multi-shift or 24/7 operations teams.
- Background working with radiologists, imaging centers, or clinical workflows.
- Exposure to Lean, Six Sigma, or other process-improvement methodologies.
- Project management proficiency.
Who Thrives Here
Someone who is:
- Friendly, positive, and team-oriented
- Strong in coaching and managing people
- Organized and proactive
- Calm under pressure with a solutions-first mindset
- Passionate about healthcare operations and client service
- Competitive salary commensurate with experience
- Performance-based incentives tied to operational KPIs
- Comprehensive benefits package (Health, Dental, Vision, PTO)
- Professional development opportunities through the Radin Health network
Salary : $90,000 - $130,000