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Medical Facilities & Network Operations Manager
Job Title: Medical Facilities & Network Operations Manager
Department: Operations
Reports To: Chief Operating Officer
Location: Remote (with 50% travel required within the assigned region)
Overview
The Manager, Medical Facilities & Network Operations, is responsible for onboarding, managing, and optimizing relationships with medical facility partners utilizing MediDrive’s transportation coordination services. This role ensures the seamless integration of facilities into MediDrive’s platforms, drives the adoption of standardized workflows, and supports facilities in effectively managing members’ transportation needs.
This position also plays a critical role in aligning facility operations with health plan contractual requirements, ensuring compliance, operational efficiency, and a high-quality member experience.
Key Responsibilities:
Facility Onboarding & Implementation
- Lead end-to-end onboarding of medical facilities into MediDrive’s transportation platform
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Coordinate system access, user setup, and role-based permissions for facility staff
Conduct training sessions for facility personnel on scheduling, trip management, and platform workflows - Develop and maintain onboarding materials, SOPs, and user guides to ensure consistency and scalability
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Track onboarding milestones and ensure timely and successful go-live for all facilities
Partner with Product and IT teams to support integrations and resolve onboarding-related technical issues
Facility Relationship Management
- Serve as the primary point of contact for facility partners post-onboarding
- Provide ongoing support for system usage, scheduling challenges, and operational inquiries
- Proactively identify and resolve issues impacting facility satisfaction and member transportation experience
- Build strong, trusted relationships with facility stakeholders to drive engagement and long-term partnership success
- Conduct periodic check-ins and performance reviews with key facility partners
Health Plan Contract & Operational Alignment
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Manage and operationalize facility-related requirements tied to health plan contracts
Ensure facility workflows align with payer requirements, including eligibility, authorization, and documentation standards - Partner with Compliance, QA, and Operations to implement regulatory or contractual updates
- Support audits and reporting requirements related to facility utilization, performance, and compliance
- Ensure adherence to MediDrive policies, state Medicaid guidelines, and client-specific requirements
Operational Oversight & Performance
- Monitor facility utilization of MediDrive’s platform and adherence to established workflows
- Analyze trends, identify gaps, and address inefficiencies in facility transportation management
- Implement process improvements to enhance efficiency, reduce errors, and improve service delivery
- Support escalation management for service disruptions, high-priority issues, and member-impacting events
- Track KPIs related to facility performance, onboarding timelines, and user adoption
Cross-Functional Collaboration
- Collaborate with Operations, Compliance, Product, IT, and Customer Support teams to ensure seamless facility integration and ongoing support
- Assist in developing and refining SOPs and best practices related to facility onboarding and management
- Provide feedback on platform enhancements based on facility needs and user experience
- Support broader organizational initiatives tied to network growth, operational excellence, and client satisfaction
Qualifications
Required
- 4+ years of experience in healthcare operations, client onboarding, account management, or a related field
- Experience working with medical facilities, health systems, or managed care organizations
- Strong understanding of operational workflows and process improvement methodologies
- Excellent communication, presentation, and training skills
- Ability to manage multiple implementations and priorities in a fast-paced environment
Preferred
- Experience in Non-Emergency Medical Transportation (NEMT) or transportation coordination services
- Familiarity with Medicaid, Medicare Advantage, or managed care environments
- Experience onboarding SaaS platforms or driving user adoption initiatives
- Background in healthcare operations, provider relations, or network management
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