Job Description

The Reductions Operations Manager is responsible for leading optimizing and scaling the firms Reductions Department a critical post-settlement function that ensures fair accurate and efficient negotiation of medical bills liens and case closings.

This role blends data-driven performance management with hands-on leadership ensuring that all Reductions Specialists perform at peak efficiency while maintaining exceptional client service and adherence to legal and operational standards.

The ideal candidate will be a strategic thinker with deep operational expertise capable of identifying bottlenecks implementing measurable process improvements and mentoring team members to achieve excellence.

Key Responsibilities

Operational Leadership

• Lead coach and manage the Reductions team to meet performance goals related to case turnaround times negotiation outcomes and client satisfaction.
• Oversee all workflows related to post-settlement reductions ensuring efficiency compliance and accuracy.
• Establish and maintain departmental KPIs (e.g. monthly deposits closing statement turnaround and Google review goals).
• Monitor workload balance productivity and performance metrics using Litify and business intelligence dashboards.

Process Optimization

• Analyze reduction processes to identify inefficiencies redundant steps or delays in case closure.
• Implement workflow enhancements using automation data tracking and quality control measures.
• Collaborate with the Intake/Senior Case Manager and Medical Management teams to ensure seamless case handoffs.
• Develop and document standard operating procedures (SOPs) to maintain consistency and compliance.

Negotiations Oversight

• Guide and support Specialists in negotiating with medical providers hospitals and insurance adjusters to achieve optimal reductions for clients.
• Oversee the quality and accuracy of negotiation documentation communication logs and follow-up actions.
• Ensure all reductions are submitted within 48 hours of receipt maintaining compliance with firm-wide service standards

Team Development & Coaching

• Provide real-time coaching and feedback based on performance data and client feedback.
• Conduct regular team meetings and one-on-ones to reinforce accountability celebrate wins and address challenges.
• Coordinate ongoing training to keep the department current with negotiation strategies legal requirements and company policies.

Client Experience & Quality Assurance

• Maintain the firms commitment to service excellence by ensuring clients receive timely updates and transparent explanations of settlement and reduction outcomes.
• Review client communication protocols to ensure consistency empathy and professionalism.
• Partner with leadership to identify opportunities to enhance the post-settlement experience.

Qualifications :

• 5 years of experience in operations management legal operations financial negotiation or a high-volume process-driven environment .
• Experience managing teams of 10 in performance-based roles.
• Proven track record of implementing data-driven improvements and meeting departmental KPIs.
• Strong leadership and interpersonal skills with the ability to coach diverse teams.
• Proficiency in Litify (Salesforce) Excel and other performance management or BI tools.
• Excellent negotiation analytical and communication skills.
• Bilingual fluency in English and Spanish required.

Skills & Competencies

• Analytical Excellence: Ability to translate performance data into actionable strategies.
• Execution-Focused Leadership: Hands-on approach to driving accountability and outcomes.
• Process-Oriented: Skilled in identifying inefficiencies and designing scalable solutions.
• Client-Centric Mindset: Ensures all operations reflect the firms high service standards.
• Adaptability: Excels in a fast-paced evolving environment.

Additional Information :

Remote Work :

No

Employment Type :

Contract

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