Operations Lead: Field Service & Compliance (75% Travel)

Averhealth; Allentown (Lehigh County); On-site; USD 60,000 - 65,000; Full time

Job summary

Averhealth is seeking an Operations Manager to oversee service delivery and performance across patient care centers. The role emphasizes internal operations, SOP compliance, and resolving field issues to support site staff and meet service commitments.

You will monitor PCC operations, coordinate scheduling and inventory, and conduct regular check-ins. Travel to sites is required; collaboration with cross-functional teams ensures consistency and proactive service delivery.

Qualifications

• In-depth understanding of drug testing protocols and operational workflows.
• Strong problem-solving and decision-making ability in a fast-paced environment.
• Familiarity with performance metrics and operational KPIs.
• Excellent organizational skills and ability to manage competing priorities.
• Comfortable using support platforms like CRM or Freshdesk.

Responsibilities

• PCC Oversight & Performance: Monitor daily operations, ensure testing is completed on time, support site scheduling and inventory, conduct regular check-ins, monitor volume trends, alert upper management to changes, conduct staff performance reviews.
• Issue Resolution & Escalations: Troubleshoot site-level problems, act as first escalation point, partner with Customer Service on field issues.
• Execution of Tiered Service Model: Prioritize workload by customer tier, ensure Tier 1 high-touch support, maintain baseline service quality.
• Operational Consistency & Compliance: Ensure SOPs and safety standards, identify trends, provide coaching, conduct monthly audits.
• Systems & Documentation: Use CRM, Freshdesk to manage workflows, track resolutions, reduce backlog, suggest SOP/tool updates.
• Collaboration Across Support Teams: Work with Training, Logistics, Compliance and other departments to ensure cohesive service delivery.

Skills

PCC Oversight

Problem-solving

KPIs & metrics

Organization & prioritization

CRM Freshdesk

Tools

CRM

Freshdesk

Job description

Averhealth is seeking an Operations Manager to oversee service delivery and performance across patient care centers. The role emphasizes internal operations, SOP compliance, and resolving field issues to support site staff and meet service commitments.

You will monitor PCC operations, coordinate scheduling and inventory, and conduct regular check-ins. Travel to sites is required; collaboration with cross-functional teams ensures consistency and proactive service delivery.