Associate Director of Operations, House Calls

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state’s most vulnerable and underserved residents.

Founded in 1999, we’ve grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women’s health to endocrinology and psychiatry.

We also provide nursing home support, care management services, and in-home medical services through our House Calls Division, Intention Health Care and facilitate smooth transitions between care settings including telehealth, in-person medical visits, and home care through Intention Health Care. Guided by a Population Health model, our team of 500+ providers deliver care in-person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

We’re looking for talented, motivated individuals to join our growing team. Whether you’re a medical provider, administrator, or operations professional, there’s a career here for you. Join us in making a real difference in the health of our community.

About Us

Intention Healthcare, part of Essen Health Care, delivers value-based care to older adults. Our House Calls division brings nurse practitioners, physician assistants, and physicians directly to patients’ homes, improving access to high-quality care for people who need it most.

The Role

We are seeking an Associate Director of Operations to lead the day-to-day Administrative operations of our House Calls division. Reporting to senior leadership, you will oversee scheduling, provider assignments, and route coordination for a team of home-based nurse practitioners, physician assistants, and physicians delivering value-based care to older adults.

In this role, you will have oversight of the DME referral department, front desk functions, and call center, leading and developing the operational staff who support our clinicians and patients. You will ensure provider schedules are optimized, patients are seen promptly, and service standards are consistently met across every point of patient contact. You will also play an active role in the patient experience process, helping to shape how patients and caregivers are supported from first call through follow-up.

You will monitor key performance indicators, identify workflow inefficiencies, and implement process improvements that strengthen productivity, expand patient access, and elevate patient and caregiver satisfaction. Working closely with clinical leadership, care management, credentialing, and billing, you will help ensure that our House Calls program runs efficiently, compliantly, and with a clear focus on the patients we serve.

Key Responsibilities

• Manage daily operations for the House Calls provider team.

• Oversee patient scheduling, provider assignments, route coordination, and schedule changes.

• Ensure provider schedules are appropriately filled and aligned with patient-care needs.

• Supervise, coach, and support scheduling and administrative staff.

• Monitor call-center performance, patient-service standards, and staff productivity.

• Review operational reports and KPIs, including patient volume, scheduling efficiency, cancellations, and service levels.

• Identify workflow challenges and implement process improvements.

• Address escalated patient, caregiver, and provider concerns promptly and professionally.

• Coordinate with clinical leadership, care management, credentialing, billing, and other departments.

• Support insurance-related processes, including eligibility verification, prior authorizations, and health-plan requirements.

• Oversee the DME referral department, including referral intake, processing, and follow-up.

• Manage front desk operations and the call center to ensure a seamless patient and caregiver experience.

• Take an active role in the patient experience process, including monitoring satisfaction feedback and driving improvements.

• Maintain compliance with organizational policies and applicable healthcare regulations.

• Assist with staff training, performance management, and operational projects.

• Perform other duties as assigned.

Required Qualifications

• Associate or bachelor’s degree.

• Healthcare Supervisory operations experience.

• Knowledge of insurance processes, including HMOs, PPOs, eligibility requirements, and prior authorizations.

• Proficiency in Microsoft Office, particularly Excel.

Preferred Qualifications

• Experience in home care, home-based medical services, call-center operations, or provider scheduling.

• Healthcare operations experience.

• Spanish-speaking.

Competencies

• Strong customer-service mindset

• Excellent organizational and multitasking abilities

• Strong analytical and problem-solving skills

• Ability to manage competing priorities in a fast-paced environment

• Effective written and verbal communication

• Ability to lead teams and collaborate across clinical and administrative departments

• Detail-oriented, with a focus on accountability, productivity, and patient satisfaction

Work Setting

This is an in-office position at our Bronx location (1371 Seabury Avenue), five days a week.