SUMMARY:
The Senior Manager, Central Business Operations (CBO) is responsible for leading multiple centralized operational teams that support the patient journey and revenue cycle within DASCO. This leader drives operational excellence, team development, process optimization, and service consistency across assigned departments, which may include Referral Intake, Consignment, Fax Triage, Resupply, PAP Intake, and Documentation.
This role partners closely with cross-functional leaders in Operations, Clinical, Revenue Cycle, Sales, Compliance, and Technology to ensure timely order processing, exceptional customer service, accurate documentation, and achievement of key business objectives.
The Senior Manager serves as a strategic leader who balances day-to-day execution with long-term operational improvement.
Essential Duties and Responsibilities
Operational Leadership
- Provide leadership and oversight of one or more centralized business operation teams, including but not limited to:
- Referral Intake
- Consignment
- Fax Triage
- Resupply
- PAP Intake
- Documentation
- Ensure teams meet established service level agreements (SLAs), productivity goals,quality standards, and compliance expectations.
- Monitor department workflows, staffing models, and operational capacity to support growth and service excellence.
- Identify operational bottlenecks and implement scalable process improvements.
People Leadership
- Lead, coach, and develop managers, supervisors, team leads, and frontline associates.
- Build succession plans and identify high-potential talent within assigned departments.
- Conduct regular performance coaching, talent reviews, and development planning.
- Foster a culture aligned with DASCO’s FISH! values: Be Present, Choose Your Attitude, Make Their Day, and Play.
- Support recruitment, onboarding, engagement, retention, and performance management efforts.
Performance & Analytics
- Establish and monitor key performance indicators (KPIs) related to:
- Productivity
- Quality
- Turnaround times
- Order conversion
- Documentation accuracy
Employee engagement and retention
- Utilize dashboards, reporting tools, and operational data to drive decision-making.
- Present department performance updates, trends, and action plans to senior leadership.
- Process Improvement & Strategy
- Lead continuous improvement initiatives focused on efficiency, scalability, automation, and patient experience.
- Partner with IT, Training, Compliance, and Operational Excellence teams on system enhancements and workflow improvements.
- Participate in acquisition integrations, departmental transitions, and organizational change initiatives.
- Support implementation of best practices across teams and standardization of processes.
Compliance & Quality
- Ensure departments maintain compliance with payer requirements, accreditation standards, HIPAA, and internal policies.
- Partner with Compliance and Quality teams to address audit findings, process gaps, and corrective actions.
- Maintain strong documentation and accountability practices.
Qualifications
- Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or related field preferred. Equivalent leadership experience may be considered.
- Minimum of 7 years of progressive leadership experience in healthcare operations, revenue cycle, intake, customer service, or related operational environments.
- Minimum of 3 years leading leaders (Managers, Supervisors, or Team Leads).
- Experience in DME, home medical equipment, healthcare services, or revenue cycle operations strongly preferred.
- Experience managing multiple departments or complex operational functions preferred.
Knowledge, Skills, and Abilities
- Strong leadership presence with the ability to influence across all levels of the organization.
- Excellent analytical, organizational, and problem-solving skills.
- Ability to interpret operational metrics and translate data into action.
- Strong conflict resolution and coaching capabilities.
- Exceptional written and verbal communication skills.
- Proficiency with workforce management tools, reporting systems, and Microsoft Office applications.
- Experience with systems such as Brightree, Paylocity, or similar platforms preferred.
Success Measures
Success in this role may be measured by:
- Department productivity and quality performance
- Employee engagement and retention
- SLA achievement
- Reduction in turnaround times
- Process improvement implementation
- Cross-functional partnership effectiveness
- Leadership bench strength and succession readiness
Physical Requirements
Ability to sit, stand, walk, and use a computer for extended periods. Occasional travel may be required for training, branch visits, or leadership meetings.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
