Network Operations Manager

Job Title: Network Operations Manager
Department: Network Operations
Reports To: Sr. Director of Network Operations
Travel: May require 30 -50% travel within the assigned region

Job Summary

The Operations Manager is responsible for maintaining and enhancing network health in the assigned market area through strategic network development and management of transportation provider relationships. This role ensures contract compliance, oversees credentialing and insurance requirements, and drives network growth to meet capacity and cost objectives. The Operations Manager also provides leadership on special projects, deployments, and network health initiatives, and serves as a subject-matter expert on platform utilization and digital transformation efforts.

Essential Job Functions and Responsibilities

• Network Health & Development
  • Proactively manage network health in assigned markets by identifying network deficiencies and engaging in ongoing network development.
  • Develop and implement strategies to exceed budgeted unit cost while ensuring adequate transportation capacity.
  • Support individual provider relations efforts to strengthen the overall network and reduce service gaps.
• Contract Management & Credentialing
  • Oversee transportation provider contracts to ensure compliance with performance standards.
  • Manage the onboarding and rate negotiations for new transportation providers.
  • Enforce credentialing standards for vehicles and drivers and ensure adherence to all credentialing policies.
• Provider Performance & Compliance
  • Conduct regular performance reviews for providers, implement corrective action plans and issue warnings, suspension notices or penalties when necessary.
  • Develop and monitor key performance metrics to maintain high standards across the network.
  • Support providers with initiatives such as securing grants for vehicles and creating strategies to hire and retain quality drivers.
• Digital Transformation & Platform Utilization
  • Act as a subject matter expert for all platform-based and digital initiatives, ensuring smooth transitions and ongoing utilization.
  • Serve as the first point of contact for providers regarding platform-related issues, facilitating onboarding and providing ongoing support.
• Relationship Management
  • Build and maintain strong relationships with transportation providers and relevant outside agencies.
  • Lead quarterly provider meetings, engaging providers to align on goals and expectations.
• Issue Resolution & Quality Monitoring
  • Address and resolve provider issues, including handling provider complaint reports and quality monitoring.
  • Ensure adherence to all applicable federal, state, and organizational standards.
• Special Projects & Other Responsibilities
  • Lead and support special projects as assigned, contributing to overall network health and operational efficiency.
  • Other duties as assigned

Supervisory Responsibilities

• Recruit, develop, and manage a team focused on achieving network and provider-related goals.
• Set and monitor Key Performance Indicators (KPIs) aligned with corporate goals and mentor employees to achieve them.
• Guide team members in conflict resolution, career development, and project management.
• Promote employee satisfaction and retention through team-building initiatives and recognition of contributions.
• Oversee budget preparation, analyze variances.
• Initiate corrective actions as needed to maximize performance.

Knowledge, Skills, and Abilities

• In-depth knowledge of quality improvement tools and processes in network development.
• Strong verbal, written, and interpersonal communication skills.
• Ability to work both independently and as part of a team.
• Exceptional time management skills with a self-motivated approach to work.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Proven conflict resolution skills and people management expertise.
• Strong public speaking and presentation skills.
• Familiarity with Medicare/Medicaid and Non-Emergency Medical Transportation (NEMT).
• Experience with provider credentialing processes.
• KPI management experience.

Education and Training

• Education: Bachelor’s Degree (or equivalent combination of education and experience) in a related field
• Experience:
  • Minimum of four (4) years of experience in transportation services and provider network development.
  • At least two (2) years of leadership experience, with a background in negotiating and contract management.
  • Knowledge of transportation provider costs, pricing strategies, and budget management.

Driving Requirements

• Must hold a valid driver’s license and have a clean driving record in compliance with the organization's standards.
• Ability to pass a DMV record check.

Why Join Us?

• Flexible Work Environment: The opportunity to travel and engage with providers across markets.
• Impactful Role: Drive network health and develop relationships that directly impact service quality and availability.
• Career Growth: Access to mentoring and growth opportunities to develop leadership skills in a dynamic and expanding industry.

This position offers a challenging yet rewarding opportunity to work within a network development team that values initiative, integrity, and a commitment to provider and member satisfaction.