Operations Manager

Overview

QuarterLine (QL), a Planned Systems International (PSI) company, is seeking a dedicated and compassionate Regional Operations Manager to oversee all Regional Team Leads and coordinate day-to-day operations across the Referral Management Services (RMS) contract.

Working closely with the Project Manager, the manager provides direction to the leads, monitors site performance, coordinates staffing and corrective actions, and helps ensure MTF teams receive the support needed to meet contract requirements. The manager consolidates operational issues and recommends solutions for decisions requiring Project Manager approval.

Essential Functions and Job Responsibilities

Leadership and Regional Oversight

• Supervise and provide direction, coaching, and support to all Regional Team Leads; establish priorities and maintain clear reporting and escalation channels.
• Coordinate regional assignments with the Project Manager, considering site volume, staffing, performance, complexity, time zones, and lead capacity; recommend adjustments as needs change.
• Hold regular operational reviews with leads, follow up on commitments, and consolidate significant issues and decisions for the Project Manager.
• Monitor how regional duties affect leads’ continuing local responsibilities and recommend backfill or other support when warranted.

Staffing and Remote Support

• Review staffing and coverage needs across sites with the leads; identify gaps and recommend priorities, coverage plans, and recruiting needs to the Project Manager.
• Coordinate with designated supervisors and leads so remote referral clerks continue to support their respective assigned locations as needed, within approved access, training, and assignments.
• Clarify operational priorities and resolve conflicting work requests through the established supervisory and management structure.

Performance and Corrective Action

• Monitor available site and contract performance reports; identify missed requirements, backlog trends, recurring issues, and sites needing additional support.
• Guide leads in validating results and investigating contributing factors; distinguish suspected causes from verified causes and document information or access limitations.
• Oversee corrective-action plans with assigned owners and target dates; monitor progress, remove barriers within delegated authority, and verify improvement.
• Escalate urgent patient-safety concerns through the approved clinical and government channels and notify the Project Manager as appropriate.

Training, Process Improvement, and Communication

• Coordinate a consistent training approach with Regional Team Leads and subject matter experts; identify gaps and monitor completion of needed training.
• Promote approved workflows and share effective practices while accounting for documented local MTF requirements.
• Maintain a consolidated operational issue and action tracker and prepare timely, accurate performance updates for the Project Manager.
• Coordinate with Local Government Point of Contacts, subcontractors, and other stakeholders through established channels and delegated authority.

Minimum Requirements

• High school diploma or General Educational Development (GED) equivalency.
• Experience in referral management, healthcare administration, medical office operations, or a related field, including experience leading teams or coordinating work across locations.
• Basic knowledge of medical terminology.
• U.S. Citizenship.
• Ability to meet applicable contract qualifications, training requirements, and government system-access requirements.

Additional Information

• Must pass TB Test
• Subject to a background/security investigation
• Willingness to comply with DHA vaccination requirements.
• Pre-employment drug screening
• Contract workers shall maintain good personal hygiene and present a well-groomed and professional appearance IAW the policy at the place of performance.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

To ensure fair and consistent consideration of all applicants, all candidates must submit a formal application through Planned Systems International's Applicant Tracking System (ATS), iCIMS. Resumes submitted via email, social media, referrals, recruiting events, or other means will not be considered an official application and must be accompanied by a completed online application in the ATS before a candidate can be considered for employment. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or to receive an update regarding the status of your application, please contact Talent Acquisition by emailing [email protected], or by dialing 703-575-8400.