Operations Team Lead

Bluebird Kids Health Position : Operations Team Lead, CARES Center Location : Palm Beach, FL (On-Site) Reports To: Operations Manager, CARES Role Type: Non-Exempt About Bluebird Kids Health Bluebird Kids Health is a dynamic organization that provides underserved communities with new access to value-based pediatric primary care. We are on a mission to provide exceptional care, so every child can thrive . We offer comprehensive, evidence-based primary and urgent care services to children and their families, with support around-the-clock. Our care model includes robust care coordination, chronic disease management, and other population health supports. Our success is measured by exceptional health outcomes, lower medical costs, an outstanding child and family experience, and a rewarding environment for our clinicians and staff. Position Description Bluebird Kids Health is seeking a dedicated and skilled Operations Team Lead to join our team in the CARES Center. The CARES C enter serves as the enterprise access and remote care hub, delivering essential A ccess to R esources, E ducation, and S upport to children and their families. Reporting to the CARES Center Operations Manager, the Operations Team lead serves as a key point of support and operational expertise within the CARES Center. The Operations Team Lead collaborates with the CARES management team in order to ensure high-quality patient interactions and operational excellence. The Operations Team Lead acts as a subject matter expert on CARES Center priorities, programs, workflows, policies and procedures supporting team members and CARES management in achieving clinical, operating, and business performance goals. What You’ll Do Approximately 70% of time will be dedicated to direct operational support activities, including patient access functions, buckets, inbound and outbound patient communications, outreach hatch support, medical records support, insurance verification, and support across designated CARES Center platforms and systems. Approximately 30% of time will be dedicated to team lead responsibilities, including providing escalation support for complex insurance and appointment concerns, assisting with onboarding and training of new team members, supporting training and implementation of new workflows and process changes, pulling operational reports, monitoring, providing real-time team support, and assisting with department administrative needs such as supply ordering. Maintains the flexibility to shift between operational and leadership responsibilities based on business needs, staffing levels, and patient demand. Operational Performance Monitor and support attainment of CARES Center key performance indicators (e.g. call response times, abandonment rate, patient experience, and quality metrics)). Monitor and respond to daily patient communication channels, phone queues, inboxes (i.e. “buckets”) and team member availability to deliver targeted service-level performance. Monitor and drive adherence to workflows and quality standards amongst patient access and , outreach teams. Monitors and responds to real-time dashboards to meet operational requirements. Identify process gaps or operational bottlenecks and recommend improvements to management to enhance operational efficiency and patient experience. Leads implementation of approved process changes and ensures adoption across the team. Supports capacity planning and workforce optimization for CARES Center. Team Support and Training Serve as a trainer and subject matter expert on CARES Center standard operating procedures, reinforcing best practices and quality standards Provide support and guidance to team members, serving as the first point of contact for daily operational questions or non-clinical escalations. Escalate to CARES Operations or Clinical Services Manager as necessary. Assist in the onboarding and training of new and established team members; supporting their professional growth, development, and empo…