Operations Manager

Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We are seeking an experienced Operations Manager to oversee our company's daily operations and centralized delivery teams in Medellin, Colombia. The Operations Manager will be responsible for ensuring that our central business operations are efficient, effective, and aligned with our strategic goals. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of operational processes. Ideal candidates not only have a proven track record to lead teams but also have experience in US healthcare. 

Responsibilities:

• Manage a team of patient concierge representatives and agents, providing leadership, guidance, and support to ensure team members are performing at their best and are meeting service level expectations.
• Monitor key performance indicators (KPIs) to track progress and identify areas of concern, taking proactive measures to address issues as they arise.
• Collaborate with the training and quality department to ensure teams are meeting quality standards.
• Analyze operational processes and identify areas for improvement, implementing solutions to streamline workflows and reduce costs.
• Develop and implement strategies to improve operational productivity, efficiency, and profitability.
• Manage client relationships to guarantee TWH is fulfilling and exceeding their expectations.
• Oversee day-to-day operations, including inventory management and office logistics.
• Collaborate with other departments, such as sales, marketing, and finance, to ensure business objectives are met
• Develop and maintain operational policies and procedures to ensure compliance with industry regulations and company standards.
• Lead initiatives to enhance safety, sustainability, and environmental responsibility within the organization.
• Prepare regular reports and presentations for senior management, providing insights into operational performance and highlighting areas for improvement.
• Stay up to date on industry trends and best practices, continuously seeking opportunities to innovate and optimize operations

Required skills and qualifications:

• Bachelor's degree in business administration or a related field. Master's degree preferred
• 5+ years of experience in operations management, with a proven track record of improving operational efficiency and driving sustainable business results
• Experience in healthcare operations is a plus
• Strong leadership skills with the ability to motivate and inspire teams to achieve their goals
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and colleagues at all levels of the organization
• Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions
• Advanced PPT / Google slides and advanced Excel / Google sheets skills
• You are a self-driven problem solver at core who gets things done
• You thrive in a fast paced, innovative work environments
• You are energized by trying new things, and enjoy making an impact
• Fluent in English and experience in working with US-based teams

Benefits:

• Prepaid medical plan (starting after the 2nd month of employment)
• 15 days of paid vacation 
• Extra days off: Employees can accumulate 4 hours per month of additional time off based on attendance (starting after the 4th month of employment).
• Free snacks every Monday and Wednesday, Lunch one day per week
• Free coffee station
• Quarterly team events 
• English coaching
• Weekly wellness activities such as dancing and yoga