Operations Manager

The Operations Manager is responsible for overseeing the day-to-day operations of a Non-Emergency Medical Transportation (NEMT) company. This role ensures safe, reliable, compliant, and efficient transportation services while maximizing fleet utilization, employee performance, customer satisfaction, and financial results. The Operations Manager provides leadership to Dispatch, Drivers, Fleet, and Field Supervisors and works collaboratively with internal departments to achieve organizational goals.

Overview

What You’ll Do

1. Scheduling & Resource Coordination

• Develop and manage staff schedules to ensure optimal coverage for drivers, dispatchers, and other personnel.
• Resolve scheduling conflicts, manage overtime, and coordinate last-minute shift adjustments.
• Allocate vehicles and staff based on service demand and call volume trends.
• Monitor staffing efficiency and adjust proactively to minimize PPR (Personnel per Ride).

2. Talent Acquisition & Team Leadership

• Lead recruitment efforts from job postings through interviews and hiring for both field and administrative roles.
• Oversee onboarding, training, and certification processes to ensure team readiness and compliance.
• Promote staff development through training programs, certification renewals, and morale-boosting initiatives.
• Conduct performance evaluations, provide coaching, and manage corrective actions when necessary.
• Foster a positive, inclusive, and high-performance work environment.

3. Marketing Customer Retention

• Develop and execute targeted marketing strategies in collaboration with the Executive Director to promote services to hospitals, clinics, behavioral health facilities, and community organizations.
• Build and maintain relationships with healthcare providers, insurance companies, and referral sources to drive business growth.
• Represent the company at health fairs, community events, and educational seminars to raise awareness and build trust.
• Design and manage referral incentive programs to encourage repeat business and strengthen partnerships.
• Monitor marketing ROI using KPIs such as trip volume, admission referrals, and customer retention, and report findings to the Executive Director.

4. Financial Oversight

• Ensure billing accuracy by validating dispatch data and correcting discrepancies.
• Monitor key financial metrics including PPR, net charges, and vehicle earnings per hour.
• Provide regular financial and operational reports to the Executive Director.

5. Dispatch Oversight & Communication Systems

• Provide leadership and strategic oversight to the Dispatch Lead and dispatch team to ensure timely, accurate, and compassionate response to transport requests.
• Ensure dispatch operations align with organizational goals, compliance standards, and service expectations.
• Maintain and enhance communication systems across teams using radios, mobile apps, and other technologies.
• Monitor response times and collaborate with the Dispatch Lead to drive continuous improvement.
• Coordinate with hospitals, clinics, and external partners to ensure seamless service delivery.

6. Reporting & Compliance

• Generate and present reports on operational KPIs such as staffing levels, fleet utilization, and revenue.
• Maintain detailed incident logs and ensure timely reporting and resolution of safety or service issues.

7. Strategic Planning & Continuous Improvement

• Identify operational inefficiencies and lead initiatives to improve service delivery and reduce costs.
• Collaborate with leadership and regional partners to develop and execute long-term strategic plans.

8. Other Miscellaneous Tasks

• Additional initiatives, projects, and assignments undertaken outside the scope of the priorities outlined above.

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off

Work Location: In person