Job Description
Join BoldAge PACE and Make a Difference!
Why work with us?
- A People First Environment: We make what is important to those we serve important to us.
- Make an Impact: Enhance the quality of life for seniors.
- Professional Growth: Access to training and career development.
Competitive Compensation:
- Medical/Dental
- Flex Time Off
- 401K with Match*
- Life Insurance
- Tuition Reimbursement
- Flexible Spending Account
- Employee Assistance Program
BE PART OF OUR MISSION!
Are you passionate about helping older adults live meaningful, independent lives at home with grace and dignity? BoldAge PACE is an all-inclusive program of care, personalized to meet the individual health and well-being needs of our participants. Our approach is simple: We listen to our participants and their caregivers to truly understand their needs and desires.
VP of Shared Services
Job Summary
The Vice President of Shared Services is responsible for designing, implementing, and leading
a centralized department that consolidates essential operational functions across all BoldAge PACE centers. This role ensures consistent, efficient, and compliant execution of critical support services — including after business hours and weekend coverage, utilization management, authorizations, medical records, contracting, credentialing, and call center operations.
By standardizing these functions at the enterprise level, the VP of Shared Services reduces administrative burden at the site level, improves scalability, ensures regulatory compliance (CMS 42 CFR Part 460 and state-specific rules), and strengthens BoldAge’s ability to deliver exceptional, participant-centered care.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leadership & Strategy
- Develop, implement and lead BoldAge’s Shared Services Department and strategy aligned with company goals including cost optimization, process standardization and service improvement as a centralized hub supporting all PACE centers.
- Define strategic priorities, KPIs, and service-level expectations for shared services functions aligning with PACE regulatory standards and ensure continuous improvement through data-driven decisions.
- Partner with Chief Clinical Officer and executive leadership to ensure centralized services enable site teams to focus on direct care delivery.
Centralized Functions Oversight
- Weekend After-Hours Coverage: Develop and manage centralized call schedules for all disciplines nationally and escalation protocols related to each specialty.
- Authorizations: Oversee authorizations for ED, hospital, SNF, specialist, inpatient rehabilitation, MD administered medications and infusions, genetic testing and PECT/SPECT Scans, surgical and ancillary services aligning these authorizations with evidence-based clinical guidelines and MCG or other medical necessity based guidelines.
- Organize and schedule peer-to-peer conversations with external providers and internal BoldAge providers to evaluate extensions in care and or complex approvals including any ancillary specialists as needed (pharmacy, CCO, etc.)
Medical Records:
- Standardize medical records management, EMR workflows, and post-visit, procedure or stay record retrieval processes.
- Single Case Agreements & Contracting: Negotiate and manage contracts for out-of-network or one-time services.
- Specialist Physician Credentialing: Ensure all specialist providers are credentialed in alignment with CMS/state requirements.
Specialist Scheduling:
- Centralize scheduling of PACE participants for external specialist visits based on PACE CMS timeline requirements
- Provider Demographic Management: Maintain accurate and current demographic data for specialist physicians.
Intake:
- Manage participant intake processing, documentation, and coordination with site teams.
- Validation that all registrations, documentation and coordination has been completed appropriately prior to first visit including but not limited to chart preparation, Eriene registration and PCP assignment.
Call Center Operations:
- Lead centralized call center staff, ensuring timely, accurate response to participant and caregiver needs.
Process & Compliance
- Develop and implement SOPs through the policy and procedure committee to ensure consistency, compliance, and efficiency across all functions and then coordinate education related to new P&P with appropriate leadership and follow up when processes are not followed.
- Maintain compliance with CMS 42 CFR Part 460, HIPAA, and all applicable state regulations.
- Ensure audit readiness for authorization, credentialing, on-call, grievances (as appropriate) and in support of the regulatory compliance team.
- Ensure robust internal controls, segregation of duties and data security in all areas of oversight.
Innovation & Continuous Improvement
- Leverage AI and automation to streamline workflows (e.g., auto-authorization, call triage, coding support).
- Monitor performance metrics, identify gaps, and implement continuous process improvement.
- Collaborate with IT to optimize EMR and telephony systems for shared services.
- Facilitate collaboration between departments to improve service delivery and eliminate silos.
EXPERIENCE AND EDUCATION:
- Bachelor's Degree is required, Master’s Degree preferred.
- 10+ years of progressive leadership in healthcare operations, shared services, or multi-site healthcare organizations.
- Knowledge of PACE or value-based care preferred.
- Knowledge in credentialing, authorization, call-center operations, and contracting.
- Proven ability to centralize and standardize operational functions.
- Strong regulatory knowledge (CMS, HIPAA, state-specific rules).
- Track record of implementing process automation and leveraging technology to improve workflows.
PRE-EMPLOYMENT REQUIREMENTS:
- Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance.
- Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.
- Pass a comprehensive criminal background check that may include, but is not limited to, federal and state Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen.
SKILLS AND ABILITIES:
- Leads the design and implementation of a centralized shared services department, boldly driving operational transformation that reduces administrative burden and elevates participant care.
- Applies deep knowledge of CMS, HIPAA, and state-specific regulations to ensure compliance, doing the right thing by safeguarding organizational integrity and participant trust.
- Oversees authorizations, credentialing, call center operations, and contracting with precision, exceeding expectations by delivering consistent, high-quality support services.
- Builds strong cross-functional relationships and seeks to understand the needs of site leaders, fostering collaboration that aligns shared services with frontline care delivery.
- Coaches and develops diverse teams across multiple functions, placing people first by creating a supportive environment where staff can thrive and deliver participant-centered outcomes.
- Uses data, technology, and automation to streamline workflows, boldly embracing innovation to improve scalability and efficiency across all PACE centers
TECHNICAL SKILLS:
- Strong computer literacy, including proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint), as well as use of standard office equipment such as computer, keyboard, mouse, copier, scanner, telephone console, calculator, and related supplies.
- Ability to correspond effectively in writing and produce professional documentation, reports, and presentations.
- Experience with HRIS systems and comfort with technology platforms that support operational and people management functions.
- In-depth knowledge of CMS 42 CFR Part 460, HIPAA, and state-specific healthcare regulations.
- Proficiency with Electronic Medical Records (EMR) systems and demonstrated ability to standardize workflows across multiple sites.
- Familiarity with medical coding standards (ICD-10, CPT, HCPCS) and compliance processes.
- Experience with call center and telephony platforms, including workforce management tools for scheduling and coverage.
- Strong ability to analyze and interpret data using tools such as Excel, Power BI, and Tableau to monitor KPIs, service levels, and operational performance.
WORK ENVIRONMENT/DEMANDS OF THE JOB:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with ADA requirements, reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
- Employees are expected to meet the physical demands outlined below while encompassing BoldAge PACE's core values.
- The employee must effectively engage within an interdisciplinary team model, collaborating with diverse clinical and social services professionals to ensure comprehensive care for PACE participants. The work environment includes an Adult Day Health Center and primary care clinic, characterized by moderate noise levels and controlled temperatures.
Physical Requirements:
- This role requires manual dexterity and hand-eye coordination, as well as the ability to operate department equipment. Employees should be capable of lifting and carrying up to 30 pounds, employing proper body mechanics.
Visual, Hearing, and Communication Requirements:
- Employees must have corrected vision and hearing within the normal range, with or without reasonable accommodation. Effective communication by telephone with participants, customers, vendors, and staff is essential.
Pressure Factors:
- The position may involve working under tight deadlines within locations, that could include noisy and crowded environments, as well as fluctuating indoor temperatures.
Environmental Conditions:
- Employees may be exposed to risks of bodily injury from moving equipment, toxic substances, medicinal preparations, bodily fluids, communicable diseases, and other typical healthcare environment conditions. Unpleasant odors may also be present.
BoldAge PACE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
* Match begins after one year of employment