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 Center serves as the enterprise access and remote care hub, delivering essential Access to Resources, Education, and Support 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 empowerment.

• Provides real-time performance coaching and feedback to CARES team members.

• Serve as a subject matter expert with insurance escalation, troubleshooting, resolving issues, and ensuring efficient workflow within daily operations.

Care Coordination & Patient Engagement

• Monitor and respond to patient inquiries and escalations received through multiple channels (phone, patient portal, secure SMS), providing prompt and efficient responses.

• Support training and deployment of tools that support proactive engagement with families to connect them with community resources that improve health outcomes.

• As required, completes task from inboxes or is assigned to inbound phone queues, supporting team efficiency and workflow continuity during periods of peak volume or staffing shortages.

• Support compliance with Florida AHCA and CMS eligibility requirements for pediatric care coordination, including accurate documentation, verification of coverage, and adherence to managed care protocols for children with special health needs.

Documentation Compliance

• Ensure accurate and complete documentation of patient demographics, insurance, and appointment details in the EMR system, following internal standards.

• Verify and update patient information during each interaction, maintaining data integrity and consistency across all systems.

• Uphold HIPAA compliance and patient confidentiality at all times while maintaining thorough and accurate records of all interactions.

Other Duties as Assigned

What You’ll Need

Education and Experience:

• High School diploma or equivalent

• 3+ years experience in medical office or healthcare contact center 

• Experience in family engagement and patient advocacy, particularly in pediatric or complex care settings.

• Ability to foster a positive, inclusive, and mission-driven team culture, reinforcing Bluebird Kids Health values in daily operations.

• Strong coaching and mentoring skills, promoting collaboration, accountability, and continuous improvement among team members.

• Emotional intelligence and adaptability, creating a supportive environment for both clinical and non-clinical staff.

• Knowledge of Florida Medicaid/AHCA and CMS eligibility requirements, including documentation standards and care coordination protocols (preferred).

Skills and Abilities:

• Strong interpersonal and communication skills, with the ability to provide guidance and support to team members without direct supervisory responsibility.

• Strong facilitation and communication skills for engaging parents/caregivers, including cultural and linguistic sensitivity.

• Strong organizational and time-management skills, with the ability to handle multiple priorities while maintaining operational efficiency

• Proficiency in using healthcare technology platforms, including electronic health records (EHR)

• Experience in operational improvement, with the ability to implement approved process changes and monitor adoption.

• Data-driven mindset, comfortable using performance metrics and dashboard tools to support targeted performance.

• Strong problem-solving and conflict resolution skills, with a focus on supporting team performance and resolving challenges in a collaborative manner.

Bluebird Kids Health is an Equal Employment Opportunity Employer. We embrace the richness of diversity and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We recognize that traditional job requirements can sometimes inadvertently exclude talented individuals from underrepresented backgrounds or those who have taken non-traditional paths to acquire their skills. Therefore, even if you do not meet every listed requirement or have gained your qualifications in unconventional ways, we wholeheartedly encourage you to apply.  We value passion, potential, and the drive to learn just as highly as formal qualifications, and we are committed to building an inclusive workplace where everyone’s contributions are valued.

What We Offer

1. The opportunity to join a best-in-class access and remote care platform within a mission-driven pediatric care delivery organization.

      2. A competitive compensation package

      3. A collaborative and dynamic workplace with significant professional growth opportunities.

     4. A diverse and inclusive company culture that values every team member's contribution to our mission.