Director, Client Operations

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.

What you’ll do:

• 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

What you’ll need:

Experience, Education & Certifications:

• 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

Skills:

• 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

Even better if you have...

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

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

At MTM, we believe that taking care of our employees—and the people they love—is the foundation of a healthy, thriving organization. That’s why we’re proud to offer a comprehensive, people‑first  benefits program designed to support every stage of your wellness journey.

Salary Min: $80,000

Salary Max: $100,000

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM’s People & Culture.

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