)Operation Manager I - III (DME / Intake)
About The Position
The Operations Manager is responsible for managing a team of Care Coordinators within a specific product line. The Operations Manager II leads mid-scale projects, effectively manages performance of all Care Coordinators, and participates in cross-functional process improvement initiatives. The Operations Manager II develops and reports on Key Performance Indicators, (KPI’s). Drives process/system improvements. Acts as primary client / vendor / adjuster contact and services with effective problem resolution solutions. Leads training and product line development initiatives with support from Training and Development. Reporting to the Senior Director, Operations & Implementation (Intake & Transportation/Translation or the Senior Director, MedComp, this manager, is instrumental in developing talent, improving quality, and standardizing processes to enhance service delivery.
Requirements
- Bachelor’s degree preferred or relevant management experience required.
- 5-7+ years of progressive Operations Management experience in the healthcare/ancillary services, or similar industry, preferably in a high-volume service delivery environment.
- Strong analytical skills.
- Previous management experience running day-to-day operations for a minimum of two (2) product lines. (Diagnostics, Transportation, Translation, Durable Medical Equipment, Physical Medicine, Home Health)
- Inspirational manager with a proven track record of managing through metrics and KPI’s, performance management, and track record of developing a high performance team.
- Has a proven record of developing and managing teams of 10 or more individual contributors in their area of expertise.
- Experience implementing process improvements or workforce optimization solutions.
- Excellent communication, coaching, and managing through change skills.
- Analytical ability to monitor performance metrics, manage through metrics, and provide ongoing coaching and feedback that motivates and inspires an individual’s best work and service delivery to clients and injured workers.
- Implement solutions that enable the product line to be agile, foster skill development of the team, and ensure Care Coordinators are empowered to support evolving business needs efficiently.
- Analyze product line performance and present monthly insights to Senior Director.
Responsibilities
- Product Line Management: Provides direct oversight of care coordinators within a product line while collaborating across all product lines to deliver services on time and within established SLA’s.
- Talent Development: Implements structured cross-training programs ranging from quality assurance to service delivery that equips Care Coordinators with the skills to support multiple product lines, fostering talent mobility and business continuity.
- Career Progression, Coaching & Development: Support Care Coordinators on their career goals and opportunities for progression with the Care Coordinator Job Family. Provide coaching, development experiences, and opportunities to build skills.
- Quality & Performance Management: Monitor and evaluate the quality-of-Care Coordinators’ work across various product lines, ensuring consistency, compliance, and continuous improvement through data-driven insights and coaching.
- Operational Efficiency & Standardization: Evaluate process gaps and inefficiencies, working closely with peers, the Senior Director, Operations, and Quality. Implement standardized workflows that improve overall service effectiveness, care coordinator productivity, quality service, and client retention.
- Collaboration & Change Management: Partner with the training team to implement operational changes that improve coordination and service delivery within the product line
Benefits
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off, as well as holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
