Director, Client Operations

Location: Town of Middleton

Director, Client Operations# Careers## Director, Client Operations Apply:
WI - Middleton:
Full time:
Posted Today:
REQ
15660
** 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  
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* 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
*…