Senior Administrative Operations Manager
Rhythm
full-time
Posted on:
Location Type: Remote
Location: Remote • Maryland • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Own day-to-day operations for Patient Support and Client Success teams, including contact center activities, EHR-based workflows, and administrative support functions.
- Ensure consistent, high-quality execution across inbound and outbound patient engagement (connectivity support, no-shows, billing inquiries, and follow-ups).
- Oversee client-facing operational workflows, including report uploads, encounter support, and other EHR-based tasks performed within client systems.
- Serve as the primary escalation point for complex operational issues impacting patients, clients, or internal stakeholders.
- Lead the Workforce Planning team to ensure proper staffing for client support and patient support teams.
- Manage workload balancing and scalability for operational efficiency.
- Execute a multi-channel strategy for patient engagement and client support engagement.
- Monitor results to identify performance improvement opportunities.
- Communicate key messages effectively to inform team members of process changes.
- Develop and implement key performance indicators across department, teams and individuals.
- Provide regular feedback to leadership on performance wins and areas for improvement across the department and respective teams.
- Standardize operational procedures and ensure consistency across teams in execution.
- Identify operational bottlenecks, root causes, and failure points; drive continuous improvement through process redesign and automation where appropriate.
- Measure success by the organization's ability to provide high-quality services and meet operational goals.
- Partner with Clinical, Product, Client Success, and Engineering teams to ensure operational processes are tightly integrated with clinical care delivery and client expectations.
Requirements
- 7+ years of related experience
- 3+ years of demonstrated experience leading and managing teams
- Previous contact center workforce management or customer service administration leadership experience
- Prior experience in healthcare operations, digital health, or healthcare-adjacent services a plus
- Experience in attracting, selecting, developing, and motivating team members
- Demonstrated ability to translate strategy into efficient processes that scale
- Strong leadership, delegation, and mentorship competencies
- Proven ability to independently solve complex operational issues
- Experience in workforce management, including scheduling, resource allocation, and productivity optimization
- Excellent communication and coaching skills.
Benefits
- Health insurance
- 401(k) plan
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
EHR-based workflowsworkforce managementschedulingresource allocationproductivity optimizationperformance improvementprocess redesignautomationkey performance indicatorsmulti-channel strategy
Soft skills
leadershipdelegationmentorshipcommunicationcoachingproblem-solvingteam managementfeedback provisionoperational efficiencycontinuous improvement