Reductions Operations Manager

The Reductions Operations Manager is responsible for leading, optimizing, and scaling the firm’s 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 firm’s 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.

• 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 firm’s high service standards.
• Adaptability: Excels in a fast-paced, evolving environment.