Job Overview: The Operations Manager is responsible for monitoring and improving daily functions of business operations. The Operations Manager ensures the proper operations of the organization by maintaining constant communication with management and staff. This will help in the development and implementation of organizational processes and procedures to enhance and sustain the organization's internal capacity. The successful Operations Manager will track the staffing requirements and actively pursue strategic operational objectives.
Job Responsibilities: Create strategic operations plans with actions to accomplish goalsManage financial metrics including but not limited to incentives, unpaid agent time, and support staff ratios.Create a culture of empowerment that is fun but has the proper sense of urgency to accomplish goals and objectivesEnsure proper staffing levels are maintained and we are not overstaffed or understaffed to meet program needs and KPIs.Ensure goals are attainable and measure effectiveness and efficiency.Train, develop and hold Operations Assistant Manager, supervisors, and quality staff accountable for independently meeting program and team management objectives.Ensure client objectives are met and develop troubleshooting skills with the support staff.Ensure support staff consistently manages to program and team objectives independently.Work with client services to ensure proper information and materials are received to ensure successful program management.Ensure client services receive timely and accurate feedback and suggestions.Ensure proper training materials and resources are developed and utilized on programs.Ensure root cause analysis and goal setting are utilized and followed up on. Ensure systems, processes, and people are evaluated and tools for success are evaluated and utilized. Ensure RCAs are not just analysis; they always have action associated with the analysis outcomes.Conduct daily allocation, performance accountability, and weekly business reviews to drive results.Job Qualifications: Medical background, training, or experience preferred5+ years' experience in operations management or similar role preferredWorking knowledge of how Insurance Verification and Prior Authorization Requests are processed preferredCall center experience preferredKnowledge of Windows applications, Microsoft Word and Excel, or similar software applications, proficiency preferredStrong communication skills requiredKnowledge of customer service programs and databasesGood understanding of operations managementHigh service orientationMust demonstrate ability to meet deadlinesMust demonstrate strong analytical thinking skillsShould possess strong problem-solving skills and the ability to make sound judgment callsSuperior organizational and time management skillsInnovative, creative thinking skills to ensure the organization is providing a cutting-edge client experienceAbility to learn new software quicklyAbility to identify challenges, underlying issues and make recommendations for process improvementProficient in critical thinking skills and conflict resolutionSummary of Role Requirements: Looking for candidates available to work:Monday: EveningTuesday: EveningWednesday: EveningThursday: EveningFriday: EveningSaturday: EveningSunday: EveningMore than 4 years of relevant work experience required for this roleWorking rights required for this roleExpected start date for role: 02 December 2024Expected salary: ?80,000 - ?100,000 per month
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