This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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, and acts as primary client/vendor/adjuster contact with effective problem resolution solutions. This role leads training and product line development initiatives with support from Training and Development.

• 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.
• 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.
• Supports Care Coordinators on their career goals and opportunities for progression with the Care Coordinator Job Family.
• Monitors and evaluates the quality of Care Coordinators’ work across various product lines, ensuring consistency, compliance, and continuous improvement through data-driven insights and coaching.
• Evaluates process gaps and inefficiencies, working closely with peers, the Senior Director, Operations, and Quality.
• Partners with the training team to implement operational changes that improve coordination and service delivery within the product line.

Qualifications

• 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 developing a high-performance team.
• 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.

Requirements

• Strong skills in managing and developing teams.
• Ability to develop and implement long-term strategies.
• Experience in overseeing complex projects from conception to completion.
• Excellent verbal and written skills for effective interaction with providers and internal teams.
• Proficiency in analyzing data and making informed decisions.
• In-depth understanding of ancillary services and healthcare operations.
• Aptitude for identifying issues and creating effective solutions.

Benefits

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, as well as holidays.

Work Environment & Physical Requirements

• Typical office environment / remote work available.
• May require occasional travel.
• Ability to sit or stand for extended periods.
• Lift up to 5 lbs, if applicable.

Diversity, Equity & Inclusion Statement MTI is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.