Director, Client Operations

At MTM Health, we are not just colleagues; we are collaborators on a shared mission;communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

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.

• 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

• 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

• 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…