[Hiring] Manager, Acute Care Operations @Imagine Pediatrics

Role Description

As Manager, Acute Care Operations you will be the frontline leader responsible for the daily performance, readiness, and development of the Acute Care Operations Assistants (ACOA) and Advanced ACOA II team. Our Acute Care Operations Team supports our interdisciplinary team of MDs, APPs, RNs, and Pediatric Home Care Specialists that serve our children and their families. You are the operational anchor for this team ensuring that dispatch, scheduling, care coordination, and communication platforms and workflows operate reliably and consistently to support our clinicians and families.

Team Leadership & Performance Management

• Provide daily leadership, coaching, and oversight to ACOA and ACOA II team members.
• Lead ongoing performance management, including regular feedback, coaching and participation in formal review cycles.
• Provide timely, consistent coaching and partner with People Operations on corrective action when performance, conduct, or adherence to SOPs does not meet expectations.
• Monitor workload distribution, dispatch accuracy, and adherence to SOPs.
• Conduct regular 1:1s, performance check-ins, and competency assessments.
• Serve as the escalation point for complex scheduling, dispatch, or communication issues.
• Foster a culture of empathy, accountability, operational excellence, and continuous improvement.

Operational Oversight & Workflow Reliability

• Ensure accurate and timely dispatch of Pediatric Home Care Specialists (HCS) and MIH partners, including safety monitoring through Axle and/or other applications.
• Oversee scheduling workflows, including visit coordination, provider/HCS chat setup, and dispatching accuracy.
• Maintain high-quality documentation standards across Athena, CareHub, Axle, and other systems.
• Ensure eligibility checks, insurance verification, and record-sharing workflows are completed consistently.
• Monitor EHR inboxes and ensure timely provider support.

Quality, Training & Readiness

• Serve as the operational owner for ACOA/ACOA II training, onboarding, and cross-training.
• Maintain up-to-date knowledge of new procedures and ensure team adoption.
• Partner with clinical and operational leaders to refine SOPs, workflows, and dispatch protocols.
• Audit documentation, scheduling accuracy, and communication logs to identify trends and improvement opportunities.

Cross-Functional Collaboration

• Work closely with Acute Care clinicians, triage teams, intake, behavioral health, and MIH partners to ensure seamless care coordination.
• Participate in interdisciplinary huddles to support patient engagement, progress monitoring, and barrier identification.
• Serve as the operational liaison for committees, initiatives, and special projects within Imagine Pediatrics.

Service Excellence & Family Experience

• Ensure timely, compassionate, and professional communication with families, agencies, and referral partners.
• Support appointment adherence strategies, including reminder workflows and follow-up coordination.
• Uphold Imagine Pediatrics’ values in every interaction, modeling empathy and trust-building behaviors.

Qualifications

• Minimum 3–4 years experience in healthcare operations, dispatch, care coordination, or related field.
• Minimum 1 year in a senior acute care operations role or equivalent frontline leadership experience.
• Demonstrated expertise with EHR systems, Microsoft Suite, and multi-system navigation.
• Strong communication, customer service, and relationship-building skills.
• Proven ability to multitask in a fast-paced environment with shifting priorities.
• High attention to detail and strong organizational skills.
• Experience training, mentoring, or precepting staff.
• Ability to manage confidential and sensitive information with discretion.
• Experience in pediatric, acute care, or MIH/dispatch environments, preferred.
• Bilingual (Spanish/English), preferred.
• Experience with Athena, Axle, CareHub, NotifyMD, or similar platforms.
• Prior experience in a startup or rapidly evolving healthcare environment preferred.
• Full-time role with core hours aligned to Acute Care operations.
• Flexibility required for occasional after-hours escalations or operational needs.

Benefits

• Base salary range of $78,000 - $100,000, in addition to annual bonus incentive.
• Competitive company benefits package.
• Eligibility to participate in an employee equity purchase program (as applicable).
• Competitive medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA; Company-funded HSA.
• 401(k) with 4% match, vested 100% from day one.
• Employer-paid short and long-term disability.
• Life insurance at 1x annual salary.
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
• Paid new parent leave.
• Additional benefits to be detailed in offer.