** Operations Supervisor - Customer Experience Team**

**Job Category****:** Managers/Leaders **Requisition Number****:** OPERA07847 Showing 1 location **Job Details**

**Description**

**Job Summary:**

Oversees the monitoring and evaluation of inbound and outbound customer calls to promote professionalism, productivity, quality, and workflow compliance. Oversees the status of operational issues, schedules, and prepares reports. Monitors and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

**Essential Duties and Responsibilities**

Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service

Responsible for coordinating subordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions

Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations

Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees

Ensure the use of best practice workflows and operational excellence in activities are utilized

Direct the training of team members on workflow and contractual modifications expeditiously

Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process

Analyze and report on a monthly and quarterly basis operational statistics

Perform other duties and responsibilities as assigned

**Competencies:**

Strong leadership skills with the ability to prioritize and delegate effectively

Demonstrated ability to work independently, take initiative and be self-motivated

Ability to effectively manage competing priorities with a sense of urgency

Strong knowledge of recording software for monitoring

Strong communication skills, both verbal and written

Possess excellent organizational and follow-up skills, with a strong attention to detail

Possess and demonstrate skills necessary to analyze information, problems, procedures and situations

Proficient in Windows operating systems and Microsoft Office suites

Strong working knowledge of quality assurance of Call Center operations

Strong working knowledge of case management programs

**Education and/or Experience**: (includes certificate & licenses)

Bachelors degree from an accredited college in a healthcare related field or equivalent experience/combined education

Minimum 4-7 years of supervisory or management experience preferably in a heath care setting

Project management and medical case management life cycle experience is preferred

Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

**Skills**

**Required**

**Written Communication** *Advanced* **Verbal Communication** *Advanced* **Problem Solving** *Advanced* **Organization** *Advanced* **MS Office** *Advanced* **Medical Terminology** *Advanced* **Leadership** *Advanced* **Electronic Medical Records** *Advanced* **Computer Literacy** *Advanced* **Preferred**

**Review Medical Reports/Evaluations** *Advanced* **Sense of Urgency** *Advanced* **Provider Relations** *Advanced* **Project Management** *Advanced* **Medical Documentation** *Advanced* **Medical Scheduling Software** *Advanced* **Executing Multiple Tasks** *Advanced* **Human Anatomy/Physiology** *Advanced* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Goal Completion****:** Inspired to perform well by the completion of tasks **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Job Security****:** Inspired to perform well by the knowledge that your job is safe **Education**

**Required**

Bachelors or better.

High School Diploma or better.

**Preferred**

GED or better.

**Experience**

**Required**

**4 years:** Supervisory or management experience preferably in a heath care setting.

**Preferred**

Project management and medical case management life cycle experience is preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)