Reductions Operations Manager

The Ward Law Group, PL•Miami Lakes, FL

21d

About The Position

The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients. We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community. Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results. Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas. The Reductions Operations Manager is responsible for leading, optimizing, and scaling the firm’s Reductions Department — a critical post-settlement function that ensures fair, accurate, and efficient negotiation of medical bills, liens, and case closings. This role blends data-driven performance management with hands-on leadership , ensuring that all Reductions Specialists perform at peak efficiency while maintaining exceptional client service and adherence to legal and operational standards. The ideal candidate will be a strategic thinker with deep operational expertise, capable of identifying bottlenecks, implementing measurable process improvements, and mentoring team members to achieve excellence.

Requirements

5+ years of experience in operations management , legal operations , financial negotiation , or a high-volume process-driven environment .
Experience managing teams of 10+ in performance-based roles.
Proven track record of implementing data-driven improvements and meeting departmental KPIs.
Strong leadership and interpersonal skills with the ability to coach diverse teams.
Proficiency in Litify (Salesforce), Excel, and other performance management or BI tools.
Excellent negotiation, analytical, and communication skills.
Bilingual fluency in English and Spanish required.

Responsibilities

Operational Leadership Lead, coach, and manage the Reductions team to meet performance goals related to case turnaround times, negotiation outcomes, and client satisfaction.
Oversee all workflows related to post-settlement reductions, ensuring efficiency, compliance, and accuracy.
Establish and maintain departmental KPIs (e.g., monthly deposits, closing statement turnaround, and Google review goals).
Monitor workload balance, productivity, and performance metrics using Litify and business intelligence dashboards.
Process Optimization Analyze reduction processes to identify inefficiencies, redundant steps, or delays in case closure.
Implement workflow enhancements using automation, data tracking, and quality control measures.
Collaborate with the Intake/Senior Case Manager and Medical Management teams to ensure seamless case handoffs.
Develop and document standard operating procedures (SOPs) to maintain consistency and compliance.
Negotiations Oversight Guide and support Specialists in negotiating with medical providers, hospitals, and insurance adjusters to achieve optimal reductions for clients.
Oversee the quality and accuracy of negotiation documentation, communication logs, and follow-up actions.
Ensure all reductions are submitted within 48 hours of receipt, maintaining compliance with firm-wide service standards Team Development & Coaching Provide real-time coaching and feedback based on performance data and client feedback.
Conduct regular team meetings and one-on-ones to reinforce accountability, celebrate wins, and address challenges.
Coordinate ongoing training to keep the department current with negotiation strategies, legal requirements, and company policies.
Client Experience & Quality Assurance Maintain the firm’s commitment to service excellence by ensuring clients receive timely updates and transparent explanations of settlement and reduction outcomes.
Review client communication protocols to ensure consistency, empathy, and professionalism.
Partner with leadership to identify opportunities to enhance the post-settlement experience.