Operations Analyst Jobs in Pennsylvania

SUMMARY:

The Program Operations Analyst provides centralized operational, quality-assurance, project management, and administrative support to Community Living Arrangements (CLA) leadership and management teams. This role monitors key performance indicators (KPIs), compliance requirements, open tasks, action plans, and deadlines; coordinates follow-up with responsible team members; and partners with business intelligence staff to support accurate reporting and useful dashboards.

The Program Operations Analyst is a key communication and coordination resource across program leadership, clinical and nursing teams, supporting departments, families, and other stakeholders. Responsibilities include, but are not limited to, managing important events, supporting regulatory readiness and internal audits, maintaining administrative tools and information systems, coordinating surveys and training, organizing meetings and materials, and helping ensure policies, procedures, and communications are current, approved, accessible, and consistently implemented.

In addition, the Program Operations Analyst supports staff onboarding and offboarding, department-wide communications, stakeholder engagement, recognition activities, and special initiatives.

Success in this role requires strong organization, follow-through, professional communication, attention to detail, sound judgment, and the ability to manage multiple priorities while promoting service quality, compliance, collaboration, and operational consistency.

Full-time on-site at a CADES location required.

DUTIES AND RESPONSIBILITIES:

• Manage key performance indicators and follow up to support fidelity of quality services and regulatory expectations.
  • Run reports for key performance indicators in a prescribed schedule.
    • Examples of KPIs:
      • Staff training
      • Daily service notes
      • eMar documentation
      • Case Notes
      • Appointment compliance
      • Quarterly IDT meetings
      • ISP, HRST, and any other assessments and plans with prescribed compliance timelines
      • Data from Therap, pharmacy, Relias, and Paycom as agreed.
  • Follow up with responsible management team members to manage areas of non-compliance with KPI data.
  • Ensure completion of open tasks assigned to management team members through regular check-ins and progress updates.
  • Coordinate with business intelligence staff to inform dashboards and data presentation.
• Manage action plan actions/deliverables, timelines, and responsibilities.
  • Communicate effectively with management team members to ensure timely task and project completion.
  • Participate in incident management, clinical governance committee, quality management, and Performance Based Contracting meetings to collect, organize, and manage action items, deadlines, and responsibilities.
• Collaborate with CLA leadership, both programmatic and clinical/nursing, to effectively support CLA operations.
  • Distribute communication to parties who need to be informed with information essential to their role.
  • Listen to and manage agreements, follow-up, and timelines for activities and tasks affecting the CLA.
  • Support development and implementation of new and/or updated initiatives, specifically ensuring effective and timely communication to affected parties, and evaluating and monitoring effectiveness after rollout.
• Lead communication with stakeholders to ensure understanding.
  • Ensure management teams communicate effectively with stakeholders by
    • Providing information for effective modalities, connecting team members to support including, but not limited to, the Communications Director.
    • Monitoring communication to ensure fidelity with what was agreed upon.
    • Monitoring gaps in communication processes and identifying ways to improve system issues.
• Collaborate and lead partnership with supporting departments.
  • Collaborate directly with supporting departments to ensure efficient, informed, and effective decision making and action planning.
  • Connect CLA management team to staff from other departments to ensure cross-departmental collaboration.
• Support CLA program leadership to meet the goals of the program.
  • Schedule meetings and secure location and logistics such as food and audio/visual needs.
  • Support the development and production of training materials, procedures, and tools for team success.
  • Ensure policies, procedures, and training documents are approved by the appropriate parties, stored, and communicated out correctly.
  • Collaborate with the IT department to ensure the CLA SharePoint site is effectively set up, adapts to changes, and remains organized and protected.
• Support on-boarding and off-boarding for management, nursing, and clinical staff.
  • Monitor on-boarding plans.
  • Facilitate connection of new staff to current staff and departments for training, learning, and collaboration.
  • Educate new staff on the administrative functions of their role, specifically technology and location of tools and resources to support their success.
  • Welcome new staff via department-wide communication and send out exit communication for departing staff.
  • Effectively communicate for changes in employee credentials and availability to ensure program continuity.
• Perform other duties as assigned

EDUCATION/EXPERIENCE/SKILLS REQUIREMENTS

• High school diploma or graduate equivalency diploma.
• Two (2) years’ experience in program and project support.
• Two (2) years’ experience providing communication, administrative, and analytical support to leaders.
• Non-profit human services experience preferred
• Demonstrated ability to use performance data, audit findings and stakeholder feedback to identify patterns and make recommendations to strengthen systems.
• Demonstrated ability to locate information, connect people with appropriate support, and develop practical solutions to issues as they arise.
• Demonstrated ability to work in a fast-paced environment, adapt to changing priorities, and effectively prioritize tasks.
• Demonstrated strong attention to detail.
• Demonstrated ability to work effectively as part of a team by building productive relationships across teams and the organization.
• Demonstrated strong time management and organizational skills.
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision.
• Demonstrated ability to anticipate changes and/or identify issues and take appropriate and effective actions.
• Excellent customer interaction, collaboration, and written and verbal communication skills.
• Demonstrated ability to share timely, accurate information with all stakeholders while handling sensitive matters professionally and with discretion.
• Demonstrated ability to use technology including, but not limited to, using computers, phones, iPads, and other tools daily to complete work.
• Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook, SharePoint, and PowerPoint.
• Knowledge of/Experience using electronic management/electronic records systems preferred.
• Must be able to perform CPR, First Aid, and crisis intervention using agency-trained protocols.

• Must possess a current, valid driver's license in the state of residence, have a minimum of three (3) years of driving experience within the United States, and have an acceptable driving record, which will be assessed through a review of the Division of Motor Vehicles (DMV) record.
• Ability to attend meetings off site as necessary.