Position: Operations Manager

Department: Programs

Reports To: VP of Client Services and Patient Access 

Primary Function:

The Manager of Operations is responsible for overseeing the operational functions of the call center.

Job Scope and Major Responsibilities:

• Collaborate with senior management as it relates to business growth, strategy and operational planning.
• Ensure resource/staffing plans are created to meet quality, productivity, and cost goals.
• Oversee all HUB and call center operations providing measurable performance indicators for all programs in the areas of quality, productivity, cost, and workflow accuracy.
• Provide advance level assistance on escalated issues.
• Provide guidance on preparation of training materials and ensure that all departments deliver and document accurate and timely training.
• Work with Finance to ensure cost KPIs are in place for all programs and develop a monthly review of key KPIs cost, quality productivity.
• Manage direct reports in accordance with company policies in an equal manner that ensures confidentiality.
• Lead and mentor staff to improve skillset and career potential.
• Advise on employee promotions, transfers, and dismissals.
• Other duties as assigned.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”)

Required Qualifications:

• Bachelor’s degree in health administration, business or related field.
• Knowledgeable individual with appropriate industry experience, preferably in the healthcare, insurance or PBM industry.
• Demonstrated knowledge of WFM processes and call routing systems for escalation purposes.
• Experience in managing Workflow intense & time sensitive processes.
• Experience in or familiarity with Lean Manufacturing, Six Sigma and or other process improvement methodologies is preferred.
• Strong data analysis and presentation skills.
• Financial and statistical reporting knowledge and experience.
• Progressive staff management experience in a customer service/call center environment leading large numbers of non-exempt employees.
• Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner.
• A good educator who is trustworthy and willing to share information and serve as a mentor.
• Ability to independently identify, research and resolve issues.
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
• A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail oriented perspective.
• A strategic planner with sound technical skills, analytical ability, good judgment, and strong operational focus.
• Ability to lead and work with peers in a team effort.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who is able to work with minimal amount of supervision.
• Capability to efficiently complete tasks in a fast-paced environment.
• Proficient in Microsoft Office and industry related software programs.
• Ability to work extended hours, weekends, and holidays pursuant with industry demands.
• Willingness to travel.