Shared Services Manager

Job Description

ORGANIZATION INFORMATION:

Our Legacy: Established in 1984, Equitas Health is a nonprofit healthcare system and Federally Qualified Community Health Center Look-Alike. Born from a grassroots "act of rebellion," our founders provided dignity and care when mainstream agencies shunned those living with HIV/AIDS. Today, we have evolved into one of the nation’s largest LGBTQ+ healthcare organizations, serving tens of thousands of Ohioans annually through primary care, behavioral health, dentistry, and specialized social services.

Our Mission & Vision: We believe healthcare is a human right. Our work is guided by a commitment to collaboration and health equity:

Mission: Increasing access to affirming care. Working with the communities we serve. Getting better together.

Vision: Our work continues until good health no longer depends on race or class, education or zip code, gender identity, or sexual orientation.

Our Future Through our strategic plan, Better Together, Equitas Health prioritizes eliminating barriers to care and advancing specialty services in LGBTQ+ health, the opioid epidemic, and infectious disease treatment. Designed for long-term sustainability, our model ensures we remain a beacon of hope and a champion for the dignity of our patients, who are co-creators of their own path to wellness.

Social Enterprise & Requirements The Equitas Health Pharmacy operates as a social enterprise; 100% of profits are reinvested back into the organization’s programs. Equitas Health requires employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

For more information, visit equitashealth.com or find us on social media.

SALARY: $64,800-$77,700

BENEFITS:

PTO

Vision

Dental

Health

401k

Sick time

Paid Holidays

POSITION SUMMARY:

The Shared Services Manager provides leadership, day-to-day operational oversight, coaching, education, training, and quality assurance support across centralized healthcare support teams, including central referral team, central call center, and central prior authorization. This role serves as a manager to the shared services division, supporting multiple functional areas to ensure consistent service delivery, adherence to regulatory and payer standards, and high-quality patient and provider experiences.

The Shared Services Manager works closely with the Associate Director, Shared Services and leadership partners to reinforce standardized workflows, monitor performance, support staff development, and identify opportunities for continuous improvement. This position plays a key role in staff education and training, real-time problem solving, and maintaining operational excellence across shared services teams.

ESSENTIAL JOB FUNCTIONS:

Essential functions of the job include but are not limited to: managing; coaching and mentoring staff; relationship building; traveling between sites as needed; driving and maintaining reliable transportation; utilizing computer applications and automated systems such as spreadsheets, calendars, email, and Epic (EMR) to perform work assignments

MAJOR AREAS OF RESPONSIBILITIES:

Operational Oversight

Provide daily supervisory support for workflows to ensure turnaround times, quality standards, and regulatory requirements are consistently met.

Serve as a manager to address staffing needs, coverage gaps, performance concerns, and workflow questions across shared services.

Ensure policies, procedures, and standardized processes (SOPs/desk guides) are followed consistently; maintain current payer matrices, referral routing rules, medical necessity requirements, and documentation standards.

Act as an escalation point for operational issues, service barriers, and complex cases (e.g., insurance exceptions, peer-to-peer coordination, referral routing exceptions) requiring supervisory guidance.

Training, Coaching & Staff Development

Lead onboarding and role-based training for new staff; reinforce job expectations, workflows, compliance (HIPAA, payer), and quality standards.

Deliver ongoing education (huddles, micro-trainings, side-by-side coaching, call/queue reviews) to address knowledge gaps and sustain performance.

Develop and maintain training materials - SOPs, job aids, checklists, competency rubrics, payer requirement matrices, referral completeness standards.

Identify individual and team training needs using audit trends and metrics; create targeted coaching plans and track progress.

Coordinate and/or facilitate cross-training across referrals, prior authorization, and call center functions to enhance coverage and resiliency.

Partner with Quality/Training resources to support calibration sessions, knowledge base updates, and annual/compliance training requirements.

Quality, Compliance & Standards Maintenance

Conduct routine audits and monitoring (e.g., referral completeness, routing accuracy, authorization timeliness, documentation quality) to ensure compliance with organizational policies and external requirements.

Reinforce patient-centered, equitable, and culturally responsive service delivery across all interactions; promote confidentiality and privacy standards (HIPAA) at all times.

Maintain accurate, current documentation of workflows, escalation paths, and downtime procedures; ensure staff acknowledgment and competency validation.

Process Improvement & Performance Monitoring

Identify opportunities for workflow improvement, efficiency gains, and standardization across referral and prior authorization processes; partner with leadership to prioritize changes.

Participate in quality improvement initiatives to improve performance, turnaround times, avoidable denials, and overall service outcomes.

Track and analyze basic operational metrics and trends; escalate concerns and recommendations to leadership.

Support implementation of new initiatives, payer updates, workflow or system changes in collaboration with leadership and operational partners.

Communication & Collaboration

Communicate effectively with staff, leadership, clinic/health center teams, and ancillary departments to support coordinated service delivery and timely patient access.

Partner with operational and clinical leaders to align shared services support with health center needs (e.g., clinic readiness, documentation requirements, scheduling prerequisites).

Coordinate with the call center manager to ensure consistent standards and escalation pathways; provide backup coverage as noted.

Model professionalism, accountability, and inclusive communication in all interactions.

Manager Responsibilities

Carry out supervisory responsibilities in accordance with Equitas Health policies and applicable laws.

Support interviewing, onboarding, training, and performance management processes as delegated.

Complete performance evaluations, corrective actions, and employee relations matters.

Set clear expectations and monitor delegated work to ensure timely and accurate completion.

EDUCATION/LICENSURE:

Associate’s degree in healthcare, business administration, or a related area; or

Equivalent experience demonstrated progressive responsible work in healthcare operations, business services, or related functions.

Knowledge, Skills, Abilities and other Qualifications:

Minimum of 2–4 years of experience in healthcare operations, care coordination, referrals, prior authorization, or call center environments.

Prior supervisory, lead, or informal leadership experience is strongly preferred.

Demonstrated commitment to excellent customer service and patient-centered care.

Experience with Epic or other EMR preferred; familiarity with referral and authorization work queues and payer portals desirable.

Proficiency with Microsoft Office; comfort working with data and basic reporting.

Strong written and verbal communication skills; ability to teach, coach, and facilitate training for adult learners.

Working knowledge of payer requirements, medical necessity basics, and documentation standards

Ability to coach, motivate, and support staff across multiple functional areas and locations.

Demonstrated sensitivity to, interest in, and competence in working with culturally diverse populations, including individuals impacted by HIV/AIDS and members of the transgender and gender non-conforming community.

Regular and predictable attendance required.

Must have reliable transportation and a valid driver’s license; ability to travel between sites as needed.

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA

Full-time