Program Operations Manager

JOB SUMMARY: The Program Operations Manager – Comprehensive Veteran Wellness Center provides operational leadership and oversight for the implementation, ongoing management, compliance, performance, and financial sustainability of the Veterans Integration Centers’ Comprehensive Veteran Wellness Center.

During implementation, the Program Operations Manager leads execution of the five-year, phase-based project schedule, coordinates grant requirements and operational milestones, establishes internal systems and workflows, supports clinical operations, and leads the development of Medicaid and third-party billing infrastructure.

Following implementation, the Program Operations Manager is responsible for the ongoing operation and continuous improvement of the Wellness Center, ensuring services remain Veteran-centered, trauma-informed, compliant, financially responsible, and aligned with VIC’s mission and strategic priorities.

The Program Operations Manager works closely with executive leadership, clinical and program staff, Finance, Compliance, community partners, government agencies, healthcare providers, and other stakeholders to ensure coordinated service delivery and positive outcomes for Veterans and their families.

A primary focus of this position is building and maintaining the infrastructure necessary to transition appropriate core program functions from grant dependency toward a sustainable model supported by Medicaid, third-party reimbursement, grants, contracts, partnerships, and other allowable funding sources.

Key Responsibilities

1. Program Implementation & Operations

• Lead implementation of the Comprehensive Veteran Wellness Center in accordance with the established five-year, phase-based schedule.
• Oversee day-to-day program operations, logistics, internal timelines, grant requirements, contractual obligations, and implementation milestones.
• Develop and maintain operational processes, policies, procedures, workflows, and internal controls necessary for effective program operations.
• Coordinate workflows across a multidisciplinary team to promote integrated and efficient service delivery.
• Serve as the operational point of contact for external partners and government stakeholders, including the City of Albuquerque, Bernalillo County, VA, NMDVS, and other relevant entities.
• Ensure adherence to required funding distributions across initiative pillars, including direct operations, participant support, and contractual partnerships.
• Identify operational challenges, service gaps, resource needs, and implementation risks and coordinate appropriate corrective actions.

2. Ongoing Program Management

• Direct the ongoing operations of the Wellness Center following implementation and maintain accountability for program performance, service quality, contractual deliverables, and established goals.
• Develop annual program goals, work plans, performance measures, and operational priorities.
• Coordinate services across clinical, behavioral health, peer support, wellness, case management, outreach, and other applicable VIC functions to promote continuity of care.
• Monitor participant access, referrals, service utilization, engagement, program capacity, and outcomes.
• Maintain effective processes for referrals, intake, service coordination, documentation, follow-up, and transition planning.
• Facilitate regular program meetings to review performance, operational concerns, emerging needs, and opportunities for improvement.
• Evaluate program capacity and recommend staffing, technology, equipment, contractual, facility, or other resources necessary to meet service demands.
• Support responsible expansion or modification of Wellness Center services as Veteran needs, funding opportunities, and evidence-based practices evolve.

3. Staff Leadership & Coordination

• Provide operational leadership to staff assigned to or supporting the Wellness Center in coordination with applicable VIC Directors and executive leadership.
• Communicate program expectations, priorities, responsibilities, and performance standards.
• Support staff recruitment, onboarding, training, professional development, and retention.
• Monitor staff productivity, documentation, service delivery, billable activities, and completion of assigned program responsibilities.
• Identify training needs related to program operations, compliance, billing, Veteran cultural competency, trauma-informed care, and applicable evidence-based practices.
• Promote collaboration, accountability, professionalism, and a Veteran-centered service culture.
• Collaborate with clinical leadership to ensure operational management appropriately supports clinical services and professional scopes of practice.

4. Medicaid, Third-Party Billing & Financial Sustainability

• Direct the strategic transition from grant dependency toward Medicaid and third-party reimbursement for eligible Wellness Center services.
• Partner with Clinical Billing Consultants to obtain and maintain agency-level Medicaid provider status and oversee credentialing and contracting of licensed clinical staff with Centennial Care and commercial insurers.
• Integrate electronic clinical billing software and procedures into VIC finance operations to capture reimbursable individual and group therapeutic services.
• Track billable clinician hours and revenue targets with the goal of achieving financial self sufficiency for core clinical positions by Year 4.
• Monitor claims, reimbursement trends, denials, credentialing status, and other revenue cycle indicators in collaboration with Finance and billing personnel.
• Identify documentation or billing barriers affecting reimbursement and coordinate corrective actions.
• Monitor changes to Medicaid, Centennial Care, and third-party payer requirements affecting Wellness Center operations.
• Identify opportunities to diversify program revenue and strengthen long-term financial sustainability.

5. Financial Management, Compliance & Risk

• Collaborate with executive leadership and Finance to develop and monitor the Wellness Center operating budget, expenditures, revenue, funding utilization, and financial performance.
• Ensure program resources are used in accordance with approved budgets, grant restrictions, contracts, VIC policies, and applicable requirements.
• Monitor compliance with federal, state, and local regulatory frameworks, including civil rights, ADA, municipal grant specifications, healthcare requirements, and payer requirements.
• Maintain readiness for monitoring visits, audits, grant reviews, payer reviews, and other external oversight.
• Collaborate with the CEO/COO to oversee fiscal monitoring, audit readiness, budget controls, and cost allocations.
• Coordinate corrective action when compliance, documentation, billing, financial, or operational deficiencies are identified.
• Support grant applications, contract renewals, budgets, and other funding activities necessary for continued program sustainability.

6. Data, Outcomes & Quality Improvement

• Establish and monitor data collection protocols to track contract outputs, service utilization, and clinical outcomes, including DAST-10 screenings, safety plans, MAT connections, group participation, and other required measures.
• Monitor key performance indicators related to participant engagement, outcomes, staff productivity, billing, revenue, and contractual performance.
• Ensure program data is accurate, complete, timely, and appropriately documented.
• Use program and financial data to identify trends, service gaps, operational concerns, and improvement opportunities.
• Maintain an ongoing quality improvement process and coordinate corrective or performance improvement plans when established standards or goals are not achieved.
• Evaluate program effectiveness and recommend changes to services, workflows, partnerships, or resource allocation based on outcomes and available evidence.

7. Reporting, Partnerships & Program Development

• Prepare monthly, quarterly, and annual operational and financial performance reports for funding partners and internal quality assurance reviews.
• Provide regular updates to executive leadership regarding program performance, finances, staffing, compliance, outcomes, risks, and emerging needs.
• Develop and maintain productive relationships with healthcare providers, behavioral health organizations, government agencies, Veteran-serving organizations, referral partners, and other community stakeholders.
• Strengthen referral pathways and coordination with the VA, NMDVS, local governments, healthcare systems, and community partners.
• Participate in short- and long-range planning for the Wellness Center and identify emerging Veteran needs, service gaps, funding opportunities, partnerships, and evidence informed practices.
• Recommend and implement approved improvements to program design, staffing, workflows, technology, partnerships, and service delivery.

Overall Position Expectation

The Program Operations Manager is responsible for guiding the Comprehensive Veteran Wellness Center through its full lifecycle—from implementation and infrastructure development through sustained operations. The position balances program quality, Veteran outcomes, regulatory compliance, fiscal responsibility, staff performance, community partnerships, revenue generation, and continuous improvement to ensure the Wellness Center becomes a sustainable and integral component of VIC’s continuum of services for New Mexico Veterans and their families.

Pay: $63,000.00 - $67,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person