Program Director

Responsibilities

• The Program Director works in collaboration with operations, MTM support departments, and Transportation Providers to ensure the most appropriate and cost-effective delivery of transportation services.
• Provide leadership and management of direct and non-direct reports.
• Ensure business outcomes and contract goals are defined and met.
• Gain knowledge of and understand all aspects of the Client and the contract.
• Maintain, understand and effectively communicate Client expectations.
• Educate the Client on MTM procedures.
• Establish a working relationship with the Client and act as a liaison to ensure their expectations are met and any requests for information are responded to in a timely manner to the satisfaction of the Client and MTM.
• Track and maintain department budget in order to meet established financial goal.
• Conduct quarterly Town Hall meetings with all levels of staff.
• Monitor Client Satisfaction beyond statistical data.
• Be available as Client’s key contact for any issues relating to the program.
• Maintain a strong working relationship with key Client personnel.
• Work with the Client to follow through on service issues, troubleshooting problems and concerns, complaints and education.
• Regularly hold and document satisfaction meetings with the Client.
• Identify and manage stakeholders’ expectations during all phases of the contract.
• Ensure regular interaction with internal departments.
• Continuously plan for growth and issue resolution.
• Keep abreast of changes to NET program rules, regulations, and policies.
• Ensure regular interaction with transportation providers, facilities, and internal departments to ensure safe and quality transportation services are being delivered.
• Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals.
• Provide development and career guidance to local staff.
• Work across all departments to ensure the cost of transportation service delivery is within the budget.
• Conduct and process disciplinary actions and terminations as needed.

• High School Diploma or G.E.D.
• At least 8 years of experience managing large, profitable operations teams in a multimillion contract environment, 10 years preferred
• Experience with contract implementation
• Experience establishing and managing all aspects of performance management
• Experience managing complex contracts with SLA’s and government compliance
• Experience managing a large team of both direct and indirect reports
• Experience managing employees at all levels of the organization
• Must possess a valid driver’s license
• Strong leadership, mentoring & coaching skills
• Strong conflict management skills
• Strong persuasion and negotiation skills
• Strong decision-making skills involving complex data
• Strong and effective communication skills
• Strong business and financial acumen
• Strong analytical and strategic planning skills
• Ability to build and manage a strong team
• Ability understand and communicate Company vision
• Ability to establish and maintain operational structure
• Ability to build and maintain good relationships with community agencies and other critical stakeholders involved in healthcare access issues
• Ability to maintain a high level of confidentiality
• Excellent interpersonal skills and the ability to work with a variety of people and job positions
• Excellent organizational skills with the ability to manage multiple concurrent projects
• Excellent problem solving skills with the ability to anticipate and resolve problems
• Knowledge of managed care, quality improvement, contracting
• High cognitive skills
• Proficient in Microsoft Office Suite
• Even better if you have...
• Bachelor’s Degree, preferred
• Certified Project Management Professional or Associate Certification desired (PMI) preferred
• Experience with Lean processes;
  Six Sigma Certification preferred
• Experience working with Medicaid and/or State programs preferred.