JOB SUMMARY
The Washington Operations Manager oversees daily center operations to drive overall profitability, team efficiency, and sustained referral growth. By setting performance expectations and delivering actionable management reporting, this role directly strengthens operational consistency and service accuracy across the region. Ultimately, it protects Dane Street’s financial health while fostering a collaborative, results-driven workplace environment that ensures high client satisfaction.
Mission, Culture & Values
At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.
We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.
What You'll Do
Driving Revenue Growth
The Operations Manager drives revenue growth by delivering excellent Customer service.
- This includes meeting scheduling best practices and turnaround time requirements.
- Ensuring the timely delivery of high quality reports.
Managing client inquiries in a timely manner.
Optimizing Physician cost
Ensuring that client invoices adhere to the agreed upon fee schedule.
Overseeing the proper selection of physicians.
- Specifically ensuring that the team selects the most appropriate physician based on the claimant’s location, the required specialty, and the most appropriately priced physician based on the client’s fee schedule.
Building relationships with key physicians to ensure panel retention.
Manage Staff Performance and capacity
Monitor key performance metrics of individual Customer Service Representatives (CSR) and Quality Assurance (QA) Specialists.
Ensure the team meets or exceeds 85% of output goals for scheduling and Quality Assurance targets.
Responsible for hiring new staff members based on increased referral volume and/or the addition of new clients.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Client Interaction
The Operations Manager may be requested to join the Sales staff for client visits on an as needed basis.
On-Site Clinics
Dane Street operates several clinics throughout Washington State for both L&I and self-insured customers.
This position is responsible for oversight and management of all on-site clinics, ensuring appropriate staffing, schedules, and clinic requirements are being met.
Making strategic decisions regarding expansion to new sites and/or changing locations to increase clinic availability.
Other duties & special projects, as assigned and based on business needs.
What Makes This Role Successful:
Success in this role is defined by executing the IME rules and regulations for Washington workers’ compensation, maintaining exceptional levels of service and quality, relationship building with both the requestors and physicians, growing Dane Streets referral numbers and overall footprint in Washington.
What Your First 90 Days May Look Like:
First 30 days will be learning the people, process and technology that goes into daily workflow and assuring the appropriate foundation to lead the team
First 31-60 days is to evaluate and engage with the people and process and start to develop next steps into the strategy that will continue with the current strengths and make adjustments where there are opportunities
First 61-90 days will begin to implement new processes and changes to the program and take charge as a leader over the team and the performance of the Washington operation.
Requirements
EDUCATION/CREDENTIALS:
An Associate’s Degree or Bachelor’s Degree is preferred.
JOB LOCATION:
Must reside in Washington State, preferably in the Seattle–Tacoma–Bellevue metro area.
This position will be primarily…