Manager, Ops

CCS•,

3d•Hybrid

About The Position

As an Operations Manager, you’ll be at the heart of our customer service operations as you deliver first-class customer service in every interaction in our call center. You will be responsible maintaining a high level of proficiency in all departmental processes and job functions. You will manage and prioritizes daily team operations including workflow, scheduling, time management, performance monitoring and reporting, ongoing process improvement, and team motivation and development. Internal candidates must be at a supervisor level.

Requirements

Bachelor’s Degree (BA/BS) from a four-year college or university and 3 to 5 years of related experience or equivalent combination of education and experience
Minimum of two years supervisory and/or management experience
Proficient with various Microsoft Office software such as Word, Excel and PowerPoint
Uses appropriate methods and a flexible interpersonal style to help build a cohesive team
Keeps the organization's vision and values at the forefront of employee decision making and actions
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions
Maintains effectiveness when experiencing major changes in work responsibilities or environment
Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities
Effectively meets and exceeds customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty
Treats others with respect and fairness
Independently initiates prompt action in identifying and responding to problems and accomplishing objectives
Demonstrates organizational values through job performance, work attitude, and behaviors

Responsibilities

Leads, plans, coordinates, and implements all aspects of daily departmental operations while consistently achieving performance plans and revenue goals in a customer-focused manner
Manages and prioritizes daily workflow and team oversight, including staffing, scheduling, time management, performance monitoring, and team motivation and direction.
Participates in identifying, developing and implementing new systems or processes to improve operational efficiencies
Facilitates and supports new and improved programs for acquiring and retaining patients
Monitors, analyzes, and reports on department performance, recommending action plans to impact ongoing improvement
Assists in establishing, maintaining, and monitoring systems for measuring team performance
Ensures for proper training, guidance, coaching, and development of team
Communicates and implements company work rules, performance standards, and departmental operating policies and procedures
Creates, implements and measures the success of organizational business plans
Always maintains a high degree of confidentiality due to access to sensitive information
Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
Abides by all regulations, policies, procedures and standards