Operations Manager, Palliative Transition Partner

Ennoble Care is a mobile primary care, palliative care, and hospice service provider serving patients across multiple states, including New York, New Jersey, Maryland, DC, Virginia, Oklahoma, Kansas, Pennsylvania, Texas, Florida, and Georgia. Their clinicians provide in-home care for patients with chronic conditions and limited mobility, offering programs like remote patient monitoring, behavioral health management, and chronic care management.

Job Summary:

The Operations Manager, Palliative Transition Partner will oversee the centralized operational layer for a growing home-based palliative/hospice care transition partnership. This role focuses on patient coordination, referral completion, scheduling, and reporting. The position aims to build strong relationships with partner stakeholders and establish a scalable operational model as the partnership expands into new markets.

Key Responsibilities

Central Calling & Scheduling Operations

• Manage the team responsible for patient outreach, warm handoffs from referral partners, and referral/screening completion.
• Own live patient scheduling against a shared calendar system, applying market-specific provider rules without requiring a transfer or handoff.

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 a 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 standard operating procedures (SOPs) for patient outreach, referral/screening completion, and scheduling across markets.
• Serve as the escalation point for scheduling conflicts or rule mismatches between central and market teams.

Partner Relationship Management & Problem Solving

• Serve as the primary operational point of contact for partner organizations, building trusted relationships with leadership and market-facing staff.
• Proactively identify and resolve friction points between central operations and market/partner teams.
• Apply structured problem-solving to recurring operational issues, such as scheduling mismatches or referral gaps, rather than escalating without a proposed solution.
• Represent central operations in partner-facing meetings and business reviews.

Expansion Management

• Lead operational onboarding for new markets, including capturing local scheduling rules, provider calendar setup, and 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 external care partner organizations on shared metrics and process changes.
• Coordinate with market-based clinical teams on scheduling logistics and issue resolution.
• Proactively flag risks or gaps to leadership rather than waiting for scheduled reviews.

Qualifications

• 3+ years in healthcare operations, care coordination, or scheduling operations management, with a strong preference for experience in home-based care, hospice, or palliative care.
• 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).
• A track record of managing operational rollouts or expansions across multiple sites/markets.
• Strong relationship management skills, with experience serving as a primary point of contact for an external partner or client organization and resolving operational friction collaboratively.