Onsite State Director

SUMMARY: Responsible for the operational management of all business activities related to Nonemergency Transportation (NET) contracted services, including oversight of all internal functions, call center operations, provider network management and development, compliance, reconciliation, quality control, risk management, information technology, training, and business office oversight.

ESSENTIAL FUNCTIONS:

• Plan, develop, and implement the strategy for operational management of the regional office in accordance with corporate objectives dictated by President and Chief Operations Officer.
• Establish and maintain appropriate systems for monitoring, measuring, and reporting operational performance.
• Recruit, select, manage and develop staff.
• Manage and control departmental expenditures within approved budgets.
• Establish and implement operational policies and procedures to ensure compliance with corporate objectives and contractual requirements.
• Maintain awareness and knowledge of contemporary transportation management theories and concepts.
• Conduct management level meetings to ensure effective organizational communication and performance.
• Direct and/or delegate all business function management tasks and ensure appropriate and timely outcomes, including analyzing data on provider performance, trip completion rates, cancellation rates, complaints and other metrics to identify issues and formulate solutions
• Ensure contractual compliance at all times, including meeting service level agreements and key performance indicators related to reporting, call center metrics, and other contract requirements.
• Coordinate complete and accurate communication with principle stakeholders including state agencies and/or contractors, providers, members, corporate advisory board, and NET providers.
• Work with internal business partners to understand and analyze complaints and grievances, key performance indicators and other data and proactively develop continuous quality improvement initiatives to enhance customer service and client satisfaction.
• Provide oversight of call center operations to ensure quality interactions with clients, members and providers and enhance overall operational effectiveness.
• Maintain a complete understanding of the status of provider network status and awareness of ongoing activities in the Provider Relations department. Work with the Vice President of Operations as needed to identify concerns and understand proposed solutions.
• Perform other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Proven track record as an effective team leader.
• Effective communicator with good written and verbal communication skills and with proven leadership skills and abilities.
• Demonstrated success in contract management and an ability to analyze, prioritize, and control complex business activities and transactions.
• Experience directing staff in the day-to-day operations of the office.
• Experience managing and evaluating workflow and reporting processes.
• Previous experience in operations management.
• Must live in the state of Indiana.

Preferred Skills

Thorough understanding of NET service delivery and previous experience in human services transportation.

QUALIFICATION

• Bachelor's degree in Business Administration from an accredited College or University or equivalent experience with noted progressive responsibilities.
• 3+ years experience in Executive and/or Operational Management.
• NET experience preferred.