Job Summary:

Ennoble Care is seeking a dynamic and mission-driven Program Operations Manager to lead and optimize care coordination and operations across the Empassion program. Reporting directly to the Director of Strategic Partnerships and working in close collaboration with the Clinical Operations Lead, this role is pivotal in ensuring seamless, high-quality care delivery between providers and the care coordination team.

The Program Operations Manager will oversee patient intake, provider scheduling, care coordination workflows, and directly manage Care Coordination Team Leads who will directly oversee telehealth follow-up visits, timely completion of service recommendations, effective communication across the care team, and support for hospice transitions. The ideal candidate will bring a strong background in healthcare operations, a passion for patient-centered care, and the ability to thrive in a fast-paced, collaborative environment.

Responsibilities:

Operational Leadership

· Oversee daily operations of the Empassion program, including patient intake and care coordination.

· Design and implement scalable workflows and protocols that support program expansion and clinical excellence.

· Monitor performance metrics and drive continuous improvement in care coordination outcomes.

· Achieve shared operational Empassion KPIs are outlined in the partnership agreement and internal KPIs.

· Lead internal and partnership meetings focused on performance management, risk mitigation and operational improvement between Empassion and Ennoble.

Care Coordination Oversight

· Directly supervise Care Coordination Team Leads and support their professional development.

· Ensure telehealth follow-ups, Empassion Service Request, and hospice transitions are completed efficiently and compassionately.

· Facilitate timely and accurate communication between providers, care coordinators, and patients.

· Facilitate onboarding of new team members

Internal and External Stakeholder Collaboration

· Partner with the Clinical Operations Lead to align clinical and operational goals.

· Maintain strong relationships with providers to support scheduling efficiency and satisfaction.

· Lead internal and partnership meetings focused on performance management, risk mitigation and operational improvement between Empassion and Ennoble

· Collaborate with referral sources and community partners to support patient transitions and service access.

· Collaborate with Clinical Operations Lead and Director of Strategic Partnerships to prepare for Empassion and Ennoble Leadership meetings

Quality Assurance & Strategic Growth

· Conduct regular audits and quality checks to uphold care and operations standards.

· Support strategic initiatives to expand Empassion’s reach and impact.

· Identify opportunities for innovation and operational excellence.

Success in this role is measured by:

· High palliative conversion rates

· High productivity among care coordination, utilizing standardized performance management tools

· Timely scheduling and completion of service requests

· High provider satisfaction with scheduling and coordination

· Maintenance of optimal provider panel sizes

· Timely and well-coordinated hospice transitions

· Low turnover among care coordinators

· Development of scalable, protocol-optimized systems to support Empassion’s rapid growth

· Development of strong, trust-based relationships with Empassion stakeholders

Qualifications:

· Bachelors in Healthcare Administration or related field required; Master's degree preferred.

· 2+ years in healthcare operations

· Care coordination team management

· Palliative, hospice, home-based, or value-based care experience

· Experience in oversight of intake, scheduling, and workflow processes

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