The Director of Non-Call Operations will be responsible for the oversight and management of all non-call operations functions related to: Enrollment, Reconciliation, Billing, Document Processing, Exhibit Management, Exhibit Programming, and Mailroom Operations. These areas include management and oversight of both onshore and offshore resources. The Director of Operations’ primary responsibility is to ensure that all activities under areas of oversight are being performed in accordance with client contracts, CMS regulations and internal policies & procedures. The Director of Operations also acts as an internal resource on company policies; procedures; employee relations; attrition; recruitment; and other HR related issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Analysis of targets and results in order to ensure that all functional areas meet Service Level Agreement (SLA) metrics.

· Maintaining appropriate staffing levels consistent with approved budgets

· Sustaining and negotiating applicable supplier spending to minimize costs.

· Monitoring the Quality Assurance process in order to ensure a high level of customer satisfaction.

· Responsible for developing, and recommending program goals and objectives, policies & procedures, training on new procedures

· Conducting performance reviews, and monitoring the staff’s adherence to all company and departmental policies and procedures.

· Provide strategic direction to Operations Managers and direct reports on the day-to-day operations and oversight, with a focus on Queue Management, SLA Adherence, Quality, Efficiency, and Product Integrity

· Review daily, weekly, and monthly reports regarding the performance of assigned teams and their achievement of set goals. Design and implement action plans; as necessary; to ensure all teams consistently meet goals

· Prepare weekly, Monthly and Quarterly business reviews for various clients.

· Validate and sign-off on monthly SLA performance reports prior to client submission.

· Validate and approval invoices for applicable internal spending and pass-through costs

· Work closely with Quality Assurance and Compliance teams to ensure that identified deficiencies are remediated

· Work closely with WFM team to ensure headcount is aligned with forecasted and actual volumes

· Create work schedules to ensure effective and efficient deployment of resources

· Review and sign-off on applicable change requests and business requirements documents

· Work closely with professional services team to ensure SOP documentation and P&Ps are current

· Prepare ad hoc reports as requested by Senior Management

· Work closely with Client Services teams and contracted client representatives to ensure client directives are fulfilled

· Forecast and maintain appropriate inventory levels of applicable raw material to avoid processing disruptions

· Work with various suppliers to maintain supply chain needs

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Medicare: 1 year (Preferred)

Work Location: Remote