Director, Client Operations

MTM, Inc.•Madison, WI

42d•Hybrid

About The Position

At MTM Health, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you! What will your job look like? The Director, Client Operations (Known internally within MTM Health as Director, Operations) will play a key role in the management, training, and development of staff as well as coordinating with the Wisconsin General Manager on short and long-term strategic processes by partnering with other MTM departments. The ultimate objective of this position is to monitor the day-to-day activity of local Wisconsin departments, including but not limited to: Ombuds, ETO, Quality Management, Travel Training, and Contact Center staff. The Director, Client Operations ((Known internally within MTM Health as Director, Operations) will ensure the safest and highest quality transportation experience for passengers while adhering to specific health plan protocols and MTM policies/procedures and staying within budget. Location: This is a hybrid position located at our Middleton, WI location.

Requirements

High school diploma or G.E.D. equivalent
Bachelor's degree in Business Administration (or equivalent experience) in a related field
8+ years in an Operational or logistics role
5 years' experience in a supervisory/management role
Must possess a valid driver's license
Positive attitude and proven ability to work well with all levels of the organization
Effective use of judgement to prioritize focus areas and day to day tasks
Willingness to embrace difficult situations
Independently maintain and hold others accountable for best-in-class results and the highest of standards
Ability to lead and effect change through influence
Effectively uses (objective) data vs. hyperbole or "common-knowledge" to evaluate operation performance
Excels at identifying and leveraging the correct data to identify and solve problems
Anticipates problems before they occur and creatively solves problems while balancing the need stay within both contractual guidelines and MTM policies and procedures
Ability to teach, coach and motivate staff
Ability to build and maintain good relationships with community agencies and other critical stakeholders
Solid interpersonal and team-building skills to effectively communicate with internal and external customers
Proactive and creative techniques in solving problems
Excellent organization skills with the ability to manage multiple concurrent projects. Project planning, scheduling, tracking and coordination
Ability to think creatively and use various methods in problem solving
Proficient with the Microsoft Suite
Self-starter with the initiative to identify and act upon opportunities without direction
Communicate professionally and clearly both in person and in writing
Easily adaptable to ever changing environment and requirements
Flexibility in work schedules
Ability to maintain high level of confidentiality
Regular attendance

Nice To Haves

Previous experience working with Medicaid and/or State programs preferred
Project Management certification a plus
Prior experience in the transportation industry a plus

Responsibilities

Provide daily guidance and support for direct and non-direct reports
Monitor local Wisconsin departments and staff activities to ensure they are working as efficiently as possible to achieve departmental goals
Serve as a central point of contact for the WI client. Actively participate in or lead client meetings ensuring client satisfaction
Coordinate comprehensive updates and responses to the client on all escalated complaints and accidents / critical incidents
Serve as the regional owner of the gas mileage reimbursement and meals & lodging processes
Collaborate with the logistics team to improve quality of services: decrease complaints, improve on-time performance, lower costs, and increase satisfaction with services
Ensure all program activities are being performed accurately and consistently to ensure the program's ongoing contractual and institutional compliance.
Meet regularly with facilities, advocacy agencies, and internal departments to ensure safe and quality transportation services are being delivered
Perform audits of functions as appropriate, tracking the results, per established guidelines
Collaborate with internal stakeholders to establish the departmental business rules that will provide the foundation of the program's data quality, processing and improvement plan
Oversee ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with business objectives and goals
Manage expectations and communications with leaders at the home office
Ensure good working relationships and high levels of communication among office staff, MTM departments, Client, stakeholders, and other vendors working within the defined contracts
Conduct project status meetings to identify problems and ensure that deliverables are met
Other duties as assigned