Operation Manager II - Home Health

Operations Manager - Ancillary Services for Workers Compensation, Home Health

The Operations Manager is responsible for managing a team of Care Coordinators within a specific product line. The Operations Manager leads mid-scale projects, effectively manages performance of all Care Coordinators, and participates in cross-functional process improvement initiatives. The Operations Manager 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.

Key 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

Required 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.
• Previous management experience running day-to-day operations preferably for multiple product lines. (Diagnostics, Transportation, Translation, Durable Medical Equipment, Physical Medicine, Home Health)
• Strong analytical skills.
• 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 Director.

Skills Descriptions

Leadership - Strong skills in managing and developing teams

Strategic Thinking - Ability to develop and implement long-term strategies

Project Management - Experience in overseeing complex projects from conception to completion

Communication - Excellent verbal and written skills for effective interaction with providers and internal teams

Analytical Skills - Proficiency in analyzing data and making informed decisions

Healthcare Knowledge - In-depth understanding of ancillary services and healthcare operations

Problem Solving - Aptitude for identifying issues and creating effective solutions

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

Compensation & Benefits

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

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.