Job Description
Job Description
SUMMARY:
Responsible for the operational management and strategic oversight of all activities related to NET contracted services, including call center operations, provider network management and development, compliance, quality assurance, reconciliation, risk management, information technology, training, and business office functions. Leads contract implementation and transition activities, coordinating with client stakeholders and internal departments to ensure operational readiness, successful testing and training, seamless go-live execution, and ongoing contractual compliance, performance, and service excellence.
Position contingent upon award of contract.
ESSENTIAL FUNCTIONS:
· Plan, develop, and implement operational strategies for the regional office in alignment with corporate objectives, contractual requirements, and organizational goals established by executive leadership.
· Establish and maintain systems for monitoring, measuring, and reporting operational, financial, and contractual performance to ensure accountability and continuous improvement.
· Manage departmental budgets and expenditures, ensuring effective utilization of resources and adherence to approved financial objectives.
· Develop, implement, and maintain operational policies, procedures, and controls to ensure compliance with corporate standards, regulatory requirements, and contractual obligations.
· Direct and oversee all business functions, ensuring timely execution of operational priorities, deliverables, and strategic initiatives.
· Maintain and manage the master implementation plan, including deliverable tracking, status reporting, milestone management, and issue resolution activities.
· Coordinate cross-functional workstreams involving call center operations, provider network management, compliance, quality assurance, information technology, reporting, and business office functions to ensure operational readiness and successful implementation.
· Lead implementation issue management processes, including identification, escalation, tracking, resolution, and communication of risks and project dependencies.
· Coordinate testing activities for operational systems, electronic tracking platforms, and related technologies; oversee validation, rural and multi-region testing, and resolution of identified issues.
· Conduct operational readiness assessments and maintain documentation supporting acceptance, launch approvals, contract implementation, and ongoing operational compliance.
· Establish, maintain, and strengthen provider networks through provider recruitment, contract negotiations, rate negotiations, and relationship management.
· Coordinate communications and maintain productive relationships with key stakeholders, including state agencies, contractors, providers, executive leadership, and other business partners.
· Lead management meetings and facilitate organizational communication to ensure alignment of goals, priorities, performance expectations, and operational initiatives.
· Partner with internal departments and stakeholders to develop and implement continuous quality improvement initiatives that enhance customer service, client satisfaction, operational efficiency, and service delivery.
· Maintain current knowledge of transportation management principles, industry trends, regulatory requirements, and best practices to support operational excellence and innovation.
· Provide strategic and tactical leadership for operational and call center functions to ensure quality service delivery, contractual compliance, and achievement of organizational objectives.
· Perform other duties and responsibilities as assigned.
QUALIFICATIONS REQUIRED:
· Proven leadership experience with a demonstrated ability to effectively manage, develop, and motivate teams in a fast-paced operational environment.
· Strong verbal, written, interpersonal, and presentation skills, with the ability to communicate professionally and effectively with clients, Department representatives, providers, employees, and executive leadership.
· Thorough understanding of NET service delivery, capitated contract management, operational performance metrics, and regulatory compliance requirements.
· Demonstrated experience in operations management, including oversight of day-to-day business functions, workflow optimization, process improvement, and performance management.
· Ability to analyze, organize, prioritize, implement, and manage complex business activities, projects, and operational initiatives simultaneously.
· Experience developing, evaluating, and improving operational workflows, reporting processes, and performance measurement systems.
· Strong project management and organizational skills, including the ability to manage implementation timelines, documentation, issue tracking, operational readiness activities, and cross-functional initiatives.
· Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook, with the ability to develop reports, presentations, tracking tools, and operational analyses.
· Ability to compile, analyze, interpret, and maintain operational, provider, financial, and performance-related data to support decision-making and business objectives.
· Demonstrated ability to work independently while collaborating effectively with cross-functional teams and stakeholders to achieve organizational goals.
· Strong attention to detail, sound judgment, problem-solving skills, and a proactive, solutions-oriented approach to operational challenges.
· Professional demeanor with the ability to build and maintain productive relationships with clients, providers, government agencies, and internal stakeholders.
· Previous experience in human transportation services, healthcare transportation, or related service industries preferred.
· Willingness and ability to travel as required to support operational, implementation, provider network, and client-related activities.
MINIMUM REQUIRED EDUCATION:
· Bachelor’s degree in business administration from accredited college or university or equivalent experience with noted progressive responsibilities.
· 5+ years experience in project/implementation leadership experience in healthcare operations, transportation, or technology-enabled services.
· NET experience preferred.
· Clean MVR.