Quality Operations Manager

At MTM, 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!

What will your job look like?

The Manager, Quality Operations is responsible for day-to-day oversight and monitoring of the various teams within the Quality Operations department. The Manager, Quality Operations has primary responsibility for team accountability for assigned essential job functions, team productivity and employee related goals and key performance indicators.

This position is contingent on award of contract.

Location: Dover, DE

What you’ll do:

• Provide oversight for various teams within the Quality Operations department
• Ensure timely submission of all Client required reporting and performance measures as related to the assigned Quality Operations teams
• Update and report activities to leadership in a consistent and timely manner. Coordinate additional meetings with necessary departments in relation to noticed complaint data and quality trends
• Provide day-to-day oversight of direct reports, including assistance with supervisor calls, monitoring productivity, time and attendance, offer assistance with problem solving
• Provide recommendations for departmental improvements regarding processes, procedures and training opportunities through data analytics and trending.
• Working in concert with the Senior Management to ensure consistency in MTM standards and processes across the enterprise
• Identify training, coaching opportunities and career path opportunities for staff members
• Provide an added layer of review for quality determinations and/or supervisor escalations
• Provide guidance to staff relating to protocol and procedure interpretation
• Provide assistance with the preparation of employee reviews and discipline notifications, as needed
• Support and assistance for special projects and/or Quality Operations initiatives as needed
• Review, compile and submit monthly ad hoc departmental reports, upon request
• Provide departmental representation at internal and external meetings, upon request
• Participation in quality improvement initiatives as required by URAC
• Attendance in Client meetings, JOC’s, etc. as well as participation in regular Client correspondence, as needed, that pertains to Quality Operations and complaint reduction efforts.

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D. equivalent
• Bachelor’s degree or equivalent work experience 
• 3 years of Quality related experience, 5 years preferred
• A minimum of one-year supervisory experience

Skills:

• Proficiency with MS Office Suite
• Excellent communication and problem-solving skills
• Excellent organizational, interpersonal and teamwork skills
• Ability to multi-task and set priorities in a fast-paced environment
• Conduct all activities in a timely and responsible manner
• Ability to make solid judgment calls
• Ability to maintain high level of confidentiality
• Regular attendance is required
• Ability to gain and maintain working knowledge of MTM Operational departments
• Effectively communicate company vision and direction
• Knowledge of all department responsibilities preferred
• Ability to provide oversight to various teams and their responsibilities
• Ability to provide direction and career development for individual team members
• Ensure accountability for established goals and KPIs

Even better if you have...

• NEMT Industry knowledge preferred
• Previous experience in Medicaid or state public assistance programs preferred
• Experience working for a managed care organization or healthcare provider preferred

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Salary Min: $65,440

Salary Max: $81,800

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM’s People & Culture.

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