Operations Manager

Averhealth
St. Louis, MO
Category Operations
Job Description
The Operations Manager is responsible for overseeing service delivery, performance, and execution across assigned Patient Care Centers (PCCs). This role focuses on internal operations: ensuring compliance with protocols, resolving field-level issues, supporting site staff, and executing service commitments based on customer tier level.

Requirements

  • Monitor daily operations to ensure testing is completed accurately and on time
  • Support site scheduling, staffing, inventory management, and process adherence
  • Conduct regular check-ins with PCCs to reinforce expectations and ensure SOP compliance
  • Monitor testing volume trends across assigned PCCs to ensure staffing and scheduling align with demand
  • Troubleshoot site-level problems such as missed pickups, supply shortages, or equipment failures
  • Act as the first escalation point for PCCs when they encounter operational barriers
  • Prioritize workload and responsiveness based on customer tier
  • Ensure Tier 1 accounts receive high-touch, proactive support and daily review
  • Maintain baseline service quality and timely response for all customers, regardless of tier
  • Ensure sites are operating in line with internal protocols, safety standards, and chain of custody requirements
  • Identify trends or repeated failures and implement corrective actions
  • Provide coaching and support to improve PCC performance and operational reliability
  • Conduct or oversee monthly audits for each location
  • Utilize CRM, Freshdesk, and other tools to manage workflows, track resolution times, and document site needs
  • Maintain visibility into ticket volumes and coordinate internal follow-ups to reduce backlog
  • Capture process gaps and recommend updates to SOPs or tools based on field activity
  • Collaborate with Training, Logistics, Compliance, and other departments to ensure cohesive service delivery
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