IME Washington Operations Manager

Oversee and ensure the overall profitability of the Washington operations center. This includes but is not limited to reaching and exceeding financial & referral goals, properly managing staffing efficiencies throughout the team, managing performance expectations & improvements for existing staff. Present management with regular reporting on any topic requested by the management team.

Dane Street's success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

MAJOR DUTIES & RESPONSIBILITIES

Driving Revenue Growth

• The Operations Manager drives revenue growth by delivering excellent Customer service.
• This includes meeting scheduling best practices and turnaround time requirements.
• Ensuring the timely delivery of high quality reports.
• Managing client inquiries in a timely manner.

Optimizing Physician cost

• Ensuring that client invoices adhere to the agreed upon fee schedule.
• Overseeing the proper selection of physicians.
• Specifically ensuring that the team selects the most appropriate physician based on the claimant's location, the required specialty, and the most appropriately priced physician based on the client's fee schedule.
• Building relationships with key physicians to ensure panel retention.

Manage Staff Performance and capacity

• Monitor key performance metrics of individual Customer Service Representatives (CSR) and Quality Assurance (QA) Specialists.
• Ensure the team meets or exceeds 85% of output goals for scheduling and Quality Assurance targets.
• Responsible for hiring new staff members based on increased referral volume and/or the addition of new clients.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Client Interaction

• The Operations Manager may be requested to join the Sales staff for client visits on an as needed basis.

On-Site Clinics

• Dane Street operates several clinics throughout Washington State for both L&I and self-insured customers.
• This position is responsible for oversight and management of all on-site clinics, ensuring appropriate staffing, schedules, and clinic requirements are being met.
• Making strategic decisions regarding expansion to new sites and/or changing locations to increase clinic availability.

Other duties & special projects, as assigned and based on business needs.