Operations Manager, Palliative Transition Partner (Remote)

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