Operations Coordinator

Summary

Matrix Medical Network is an independent provider of comprehensive in-home health assessments for Medicare Advantage, Managed Medicaid, and Commercial patients across the United States. The Operations Coordinator manages provider dispatch, same-day scheduling support, route optimization, backfill activities, schedule gaps, reassignments, and communications with members, providers, and operational teams.

Responsibilities

• Validate Field Operations (FO) confidence levels for provider and member addresses to support accurate scheduling and routing
• Manage provider dispatching across assigned regions to ensure appropriate coverage of scheduled appointments
• Execute route optimization to minimize provider drive time and maximize schedule efficiency
• Coordinate member placement within provider routes based on geography, availability, drive time, and operational needs
• Dispatch final routes to providers in alignment with operational and member requirements
• Maintain real-time awareness of provider availability, member needs, schedule changes, and operational priorities
• Balance provider productivity, geographic efficiency, workload distribution, and member convenience when making scheduling decisions
• Monitor and manage the Five9 Queue to ensure timely handling of scheduling requests based on slot availability and established expectations
• Execute scheduling activities in accordance with Same Day Backfill (SDBF) expectations to maximize provider utilization
• Continuously monitor provider schedules to identify gaps resulting from cancellations, call outs, routing inefficiencies, or other scheduling constraints
• Analyze future booked appointments to identify members who may be appropriate for same-day or near-term rescheduling
• Proactively contact members to offer earlier appointment availability and coordinate schedule changes
• Process same-day call outs and ensure impacted member visits are appropriately reassigned
• Manage future and next-day call outs by proactively identifying coverage gaps, coordinating reassignments, and communicating necessary updates
• Schedule and reassign unscheduled visits to meet member needs within required timeframes
• Process provider reassignments to fill available slots and maintain continuity of care
• Perform zone-change reassignments to balance provider coverage and optimize workload distribution
• Prioritize high-impact scheduling opportunities that reduce provider downtime and maximize completed visits
• Proactively identify opportunities to fill open provider capacity and optimize daily schedules
• Evaluate provider availability, cancellations, member availability windows, routing considerations, and drive time when determining backfill opportunities
• Coordinate directly with providers, dispatch, and operational partners to identify optimal member placement within routes
• Balance scheduling efficiency with member convenience and provider productivity
• Create, maintain, and track SDBF tickets to document scheduling actions and provide visibility to operational teams
• Track outcomes of backfill and rescheduling efforts to identify trends and support continuous improvement
• Partner closely with providers, dispatch, field leadership, and operations teams to ensure accurate and timely resolution of scheduling needs
• Communicate proactively and professionally with members and providers regarding appointment changes, reassignments, call outs, and schedule updates
• Manage and update the no-longer-eligible list to prevent unnecessary scheduling and support compliance
• Escalate risks involving scheduling gaps, provider availability, member address concerns, or other issues that may impact coverage or service
• Track, document, and report scheduling performance, actions, outcomes, and trends
• Maintain accurate scheduling data and documentation to provide appropriate operational visibility
• Manage a high volume of inbound and outbound calls while maintaining professionalism, composure, accuracy, and a strong member and provider experience

Skills

• High school diploma or equivalent required
• Familiarity with scheduling platforms, routing systems, and call center technology, including Five9
• Strong organizational skills with the ability to simultaneously manage multiple competing and time-sensitive priorities
• Strong verbal and written communication skills
• Demonstrated problem-solving ability and sound real-time decision-making skills
• High attention to detail with a strong focus on scheduling, documentation, and data accuracy
• Ability to analyze schedules, provider availability, routing considerations, and member needs to identify appropriate scheduling solutions
• Proven ability to manage a high volume of inbound and outbound calls while maintaining professionalism, composure, and exceptional customer service when interacting with members and clinicians
• Associate degree preferred
• Experience in healthcare scheduling, dispatch, logistics, call center operations, or a related operational environment preferred

Qualifications

Must Haves

• High school diploma or equivalent required
• Familiarity with scheduling platforms, routing systems, and call center technology, including Five9
• Strong organizational skills with the ability to simultaneously manage multiple competing and time-sensitive priorities
• Strong verbal and written communication skills
• Demonstrated problem-solving ability and sound real-time decision-making skills
• High attention to detail with a strong focus on scheduling, documentation, and data accuracy
• Ability to analyze schedules, provider availability, routing considerations, and member needs to identify appropriate scheduling solutions
• Proven ability to manage a high volume of inbound and outbound calls while maintaining professionalism, composure, and exceptional customer service when interacting with members and clinicians

Nice to Haves

• associate degree preferred
• Experience in healthcare scheduling, dispatch, logistics, call center operations, or a related operational environment preferred

Benefits

• Medical
• Dental
• Vision
• Paid time off
• Paid holidays
• 401K with company matching
• Voluntary life insurance
• Short term disability
• Long term disability
• Employee assistance program
• Health savings account
• Flexible spending accounts
• Additional voluntary benefits available
• Fully Remote