Network Operations Manager - Provider Experience and Network Operations

POSITION SUMMARY: The Network Operations Manager supports BMCHS by coordinating and optimizing operational activities across the hospital and its network of community-based provider practices. Reporting to the Director of Network Operations, the role serves as a central liaison to improve referrals, care transitions, and access to specialty and inpatient services. Working under general supervision, the Manager leads initiatives that strengthen collaboration, data integration, and process improvement across BMCHS, Boston HealthNet, Population Health, and Epic teams to ensure efficient, coordinated, and high-quality patient care. Position: Network Operations Manager Department: Boston Healthnet CHCs Schedule: Full Time Location: Boston, MA ESSENTIAL RESPONSIBILITIES / DUTIES: Provider and Hospital Liaison: Serve as the primary operational contact for network provider offices related to referrals, patient access, and care transitions. Facilitate issue resolution between practices and hospital departments (e.g., scheduling, specialty access, registration, medical records, IT). Referral and Access Optimization: Partner with providers, schedulers, and hospital departments to streamline referral workflows and scheduling processes. Identify and address barriers that delay patient access or disrupt continuity of care. . Coordinate communication and training materials related to new processes, service lines, and access points Care Transition Coordination: Collaborate with inpatient and outpatient teams to improve transitions of care between network practices and BMC. Support post-discharge follow-up workflows, direct admission processes, and specialty handoffs. Ensure practices have timely access to clinical documentation and test results. EHR and CareLink Support: Partner with IT and Epic teams to provide technical assistance and optimize referring provider access to the EHR through EpicCare Link or similar platforms. Support onboarding, troubleshooting, and training for network users. Collect and relay user feedback to inform EHR updates and interoperability enhancements Communication and Relationship Management: Distribute updates to provider offices regarding hospital processes, system changes, and network initiatives Support two-way communication between BMC departments and network providers to ensure awareness of workflows, policies, and resources. Operational Performance Monitoring: Track and report key metrics related to referrals, care transitions, and provider access issues. Identify trends and areas for improvement and partner with operational and IT teams to implement solutions. Support escalation pathways for urgent or high-impact issues. Project Management: Lead or support implementation of operational initiatives related to EHR transitions, referral redesign, or other network improvement projects. Coordinate timelines, communication, and stakeholder engagement to ensure successful outcomes. Continuous Improvement: Facilitate process reviews and feedback loops to improve coordination between BMC and network practices. Partner with operational leaders to test and refine workflows, ensuring alignment with patient-centered and efficient care delivery. Other Responsibilities: Perform other related duties as needed to support effective coordination and collaboration across the provider network. Contribute to business development and operational initiatives that expand network participation and improve financial performance. Performs other duties as needed (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required) JOB REQUIREMENTS REQUIRED EDUCATION AND EXPERIENCE: Bachelors Degree of Arts or Science with at least 5 years of experience in healthcare operations, patient access, referral management, or ambulatory practice management Or equivalent combination of education and experience. PREFERRED EDUCATION AND EXPERIENCE: Masters Degree in Healthcare Administration, Business Administration, or related fields strongly preferred. Experience with Epic (EpicCare Link preferred) or similar EHR systems. CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED: N/A CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED: N/A KNOWLEDGE, SKILLS & ABILITIES (KSAs): Proficiency in organizing, managing projects and coordinating communications, across multiple stakeholders Skill in identifying and resolving operational or process issues in collaboration with internal and external stakeholders Applied skills in data analysis, project management, and stakeholder coordination Experience managing concurrent large and small-scale projects within a matrixed organization Ability to convey operational information clearly and effectively across clinical, administrative, and technical audiences Knowledgeable of healthcare regulations, compliance standards, and industry trends. Skill in facilitating collaboration and communication between hospital departments and community provider practices Compensation Range: $61,500.00- $89,500.00 This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location. Equal Opportunity Employer/Disabled/Veterans According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or apps job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment. Working at Boston Medical Center is more than a job. Its a chance to make a difference as part of our mission to provide exceptional and equitable care to all. As a nationally-recognized leader in health equity, nursing, initiatives to combat climate change, and many other areas, BMC is dedicated to improving the health of our community in Boston and beyond. BMCs mission to provide exceptional care without exception extends to our employees, and we have been recognized as a top employer and best place to work. A strong sense of teamwork and support for our staff are the bedrock of BMC, as we know that we can only provide exceptional care to patients when our staff are cared for too. Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to Talentacquisition@bmc.org or call 617-638-8582 to let us know the nature of your request. Boston Medical Center participates in the Electronic Employment Verification Program. As an E-Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital. BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine. According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or apps job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment. To avoid becoming a victim of an employment offer scam, please follow these tips from the FTC: FTC Tips