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Manager Operational Programs

IMA Medical Group

IMA Medical Group

Orlando, FL, USA
Posted on Thursday, February 8, 2024

IMA Medical Group is seeking to hire a full-time Manager, Operational Programs

The Manager of Operational Programs r is responsible for the overall strategy and performance of the Patient Outreach Department for outbound contacts to new and existing patients, to include but not limited to, new patient appointments, annual wellness visits, referral updates and scheduling, and provider/clinic assignment changes. They are responsible, in partnership with the lead Nurse Practitioner for the Annual Wellness Visit program, for the successful completion of Annual Wellness Visits for IMA Medical Groups Medicare Advantage patients.

As a Full-Time IMA employee, you will be eligible to participate in our amazing benefits such as:

  • Low-Cost Medical, Dental and Vision Insurance
  • Employer Paid Life Insurance & Long-Term Disability Insurance
  • Voluntary Short-Term Disability and Life Insurance
  • Voluntary Illness and Accidental Insurance
  • 401K
  • PTO
  • Paid Holidays


  • Demonstrate exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
  • Establish strategic direction and workflows for outbound contacts to new and existing patients.
  • Direct supervision of Patient Outreach Representatives to ensure they are achieving the desired service levels for number of outbound calls, average call time, and phone call audits.
  • Hire, train, coach, and mentor Patient Outreach representatives to provide exceptional communication and customer service to new and existing patients.
  • Collaborate with the Analytics team to evaluate, develop and implement tracking data and summary reporting for the performance of Patient Outreach Representatives with dedicated programs, such as Annual Wellness Visits and New Membership Appointments.
  • Maintain, evaluate, and improve Patient Outreach tools for tracking and reporting purposes.
  • Provide daily, weekly, monthly, and annual performance optics to Patient Outreach team to support goal achievement.
  • Focus on process improvement for service level agreements (SLAs) and contact center practices.
  • Facilitate team meetings, huddles, performance reviews, and individual improvement plans to educate and update employees regarding processes, policies, and performance.
  • Participate in weekly one on ones with VP of Patient Services, bi-weekly with project team members and monthly with Nurse Practitioners and office managers.
  • Develop a working relationship with all Clinic Operations Managers, Patient Services Department Managers, and Patient Services Specialist to assist in developing open lines of communication and support between clinic operations staff and Patient Outreach.
  • Establish and maintain weekly huddles with the Nurse Practitioners to evaluate performance, scheduling issues, and evaluate metrics within the Annual Wellness Visit Program.
  • Participate in ensuring a smooth onboarding for any new Nurse Practitioners within the Annual Wellness Visit Program.


  • Bachelor’s degree in health care, business or communications related field.
  • 5 years health care and operational call center experience at the management level required.
  • Strong management and supervision skills
  • Results and detail oriented
  • Team player who is highly motivated to build teams and exceed goals.
  • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.


  • Large provider office or health plan experience preferred.


We understand your time is valuable and that is why we have a very quick and easy application process. If you feel that you would be right for this position. please fill out our initial 3-minute, mobile friendly application so that we can review your information. We look forward to meeting you!

IMA Medical Group is an Equal Opportunity Employer (EOE) and we comply with all federal, state and local anti-discrimination laws, regulations and ordinances.

IMA Medical Group participates in E-Verify, as required by the Florida Medicaid program.

IMA maintains a drug-free workplace in accordance with applicable Federal and State laws.