Senior Program Services Manager

Job Summary

The Senior Manager of Area Services is responsible for the overall operational performance, compliance, and growth of Vocational Rehabilitation (VR) and Home and Community-Based Services (HCBS/DDD) programs across assigned territories.  This role provides strategic and hands-on leadership to ensure services are delivered efficiently, meet regulatory requirements, and achieve organizational goals related to utilization, revenue growth, quality outcomes, and community engagement. The Sr. Manager serves as the central point of accountability for program performance, including growth, oversight of service delivery, billing practices, administrative functions, and team leadership.

Supervisory Responsibilities

• VR Territory Coordinators
• VR Billing Specialist, administrative and Intake staff
• HCBS DDD Program Coordinators

Essential job functions

Operational Leadership

• Oversee daily operations of VR and HCBS/DDD programs across multiple territories
• Ensure appropriate staffing levels, service coverage and workflow efficiency
• Monitor referrals, intakes and service delivery to ensure timely and effective care
• Standardize processes and ensure consistency across programs and locations
• Identify and resolve operational challenges impacting performance

Compliance and Quality Assurance

• Ensure full compliance with all federal, state and local regulations, including HCBS  DDD and Vocational Rehabilitation requirements, as well as all contractual obligations and program standards
• Oversee service delivery, intake processes, and specialized programs (including PreETS and CRS) to ensure quality, appropriate volume, and adherence to person centered practices
• Monitor documentation, billing and reporting for accuracy, audit readiness, and risk mitigation, including identifying and addressing potential fraud or compliance concerns
• Review incident reports and ensure timely resolution, corrective action and continuous quality improvement across all programs

Marketing & Community Outreach

• Support and lead outreach efforts to increase referrals and community engagement
• Build and maintain relationships with vocational rehabilitation offices, schools, community organizations and other stakeholders

Growth and Financial Performance

• Drive year over year growth in utilization, client coverage, and billed revenue
• Monitory territory performance, service trends, and financial outcomes
• Algin staffing, service deliver, and outreach efforts to meet growth targets
• Partner with leadership to develop and execute strategic growth initiatives

Billing and Administrative Oversight

• Oversee billing processes across VR and HCBS DDD programs to ensure accuracy and timeliness
• Monitor and enforce billing integrity and fraud prevention practices
• Ensure proper use and compliance with EVV and related systems
• Provide direction to administrative and intake staff to ensure efficient workflows
• Identify and implement process improvements to enhance operational efficiency

Leadership and Team, Strategic and KPI Development

• Lead, coach, and develop program leaders, coordinators, and administrative staff
• Conduct regular team huddles and one on one meeting with direct reports
• Establish clear performance expectations, KPIs, and accountability measures
• Conduct performance evaluations and provide ongoing feedback and corrective action as needed
• Foster a culture of accountability, collaboration, and continuous improvement
• Develop and implement KPIs across the full lifecycle of services, including referral, intake, service delivery, billing and outcomes
• Monitor and analyze performance data to make informed decision making

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job: 

Education and Experience

• Bachelors degree in related field  
• 5 - 7 years of prior leadership experience in healthcare, social services, HCBS/DD and or Vocational Rehabilitation programs 
• Strong knowledge of state and federal compliance requirements 
• Experience managing multi or territory based operations
• Experience overseeing billing processes and documentations standards
• Experience leading a compliance and audit driven environment
• Experience as Leader managing a small to medium size team 
• Proven strategic planning and long term goal experience

Skills

• Strong leadership and team mgt, and organizational skills and ability to consistently demonstrate attention to detail
• Excellent verbal and written communication skills
• Excellent management and leadership skills
• Excellent interpersonal skills
• Ability to analyze data and make effective data driven decisions
• Strong analytical and problem solving skills
• Strong public speaking skills
• Ability to manage and prioritize tasks and projects accordingly
• Proficient with computer and industry related software and computer programs

Working Conditions

• Well equipped, modern office space with access to essential tools and technology
• Climate controlled

Travel Required

• Travel to remote territories and within the community ongoing and on a regular basis

Physical Requirements                                                                                                                         

• Light work.  Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.  If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

This job description is subject to change at any time

AMERICANS WITH DISABILITIES ACT STATEMENT

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation to be determined on a case-by-case basis via the interactive process.