Delivery Operations Team Lead

Accenture • Austin, TX

10d • Hybrid

About The Position

The Delivery Operations Team Lead is responsible for supervising and managing the performance of a team of 20 Provider Enrollment agents in a healthcare setting. Drives delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. Supervises functional process delivery, ensuring processes are executed appropriately and in a timely manner. Acts as a subject matter expert and escalation point to resolve issues and continuously looks to improve accuracy and the employee experience. Optimizes the contribution of the team through coaching, counseling and mentoring activities, as well as manages the client relationship and partners with multiple vendors and workstreams to ensure accurate and efficient processing. Provides and implements workable solutions to business issues/problems with minimal management involvement. Conducts work planning, estimation and prioritization of processes to optimize team performance. Leads and monitors day-to-day operations within the area of responsibility to align teams to performance standards. Ensures accurate completion of processes and ensures Service Level Agreements are met or exceeded by monitoring work and delegating assignments as needed. Develops, implements and maintains quality controls. Professionally interacts with the client in a multi-vendor environment. Provides relevant statistics and reporting. Prepares work schedules to ensure appropriate coverage and workload balancing. Backs up team members during vacation and/or high-volume work efforts and acts as an escalation point. Supports training initiatives for all team members on new or enhanced operation procedures and policies. Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs. Manages integration of change control through utilization of work plans to ensure appropriate development of process documents, job aids, communications procedures.

Requirements

• Minimum of 3 years supervisory or team lead experience in a customer service environment
• Excellent communication skills - written and oral
• Strong presentation and interpersonal skills
• Advanced proficiency with Microsoft Office Suite

Nice To Haves

• Bachelor's Degree in Organizational Management or related disciplines.
• Healthcare delivery experience

Responsibilities

• Drives delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering
• Supervises functional process delivery, ensuring processes are executed appropriately and in a timely manner.
• Subject matter expert and escalation point to resolve issues and continuously look to improve accuracy and the employee experience
• Optimizes the contribution of the team through coaching, counseling and mentoring activities as well as manages the client relationship and partners with multiple vendors and workstreams to ensure accurate and efficient processing
• Provides and implements workable solutions to business issues problems with minimal management involvement
• Conduct work planning, estimation and prioritization of processes to optimize team performance.
• Leads and monitors day to day operations within area of responsibility to align teams to performance standards
• Ensures accurate completion of processes and ensures Service Level Agreements are met or exceeded by monitoring work and delegating assignments as needed
• Develops, implements and maintains quality controls
• Professionally interacts with the client in a multi-vendor environment
• Provides relevant statistics and reporting
• Prepares work schedules to ensure appropriate coverage and workload balancing
• Backs up team members during vacation and/or high-volume work efforts and acts as escalation point
• Supports training initiatives for all team members on new or enhanced operation procedures and policies
• Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs
• Manages integration of change control through utilization of work plans to ensure appropriate development of process documents, job aids, communications procedures

Benefits

• medical, dental, vision, life, and long-term disability coverage
• a 401(k) plan
• bonus opportunities
• paid holidays
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level