IME Washington Operations Manager

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.

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 work-from-home, with the  requirement to visit the on-site clinics on a routine basis and as needed to manage the operations.

Must Haves:

• Business experience in a healthcare and/or insurance setting is preferred. 
• Business experience in a Worker’s Compensation and/or Auto insurance setting is preferred.   
• Experience and thorough understanding of the Washington L&I claims process.   

Preferred Qualifications:

Present exceptional communication skills with a clear understanding of company business lines.  The ability to apply critical thinking, manage time efficiently and meet specific deadlines.  Computer literacy and typing skills are essential.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Any lifting, bending, traveling, etc. required to do the job duties listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Examples:

• Prolonged periods sitting or remaining stationary at a desk and working on a computer.
• Constant operation of a computer, keyboard, mouse, and other digital productivity tools.
• Close visual acuity required to view computer screens, analyze data, and read extensive digital documentation.
• Frequent communication with team members, leadership, and external partners via email, chat, phone, and video conferencing platforms.
• Occasional moving or positioning of office equipment or files weighing up to 10–15 pounds.

Why Join Dane Street?

• Collaborative remote culture
• Professional growth opportunities
• Meaningful work supporting the healthcare industry
• Comprehensive benefits
• Great Place to Work Certified since 2021
• Commitment to employee development

WORK FROM HOME TECHNICAL REQUIREMENTS:

Supply and support their own internet services. 

Maintaining an uninterrupted internet connection is a requirement of all work from home position.

Equal Opportunity Statement: 

At Dane Street, caring for people is at the heart of what we do. We are committed to creating an inclusive workplace where every employee feels respected, valued, and empowered to contribute. We provide equal employment opportunities to all applicants and employees and make employment decisions based on qualifications, merit, business needs, and without regard to race, color, religion, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

This job description is subject to change at any time.