Manager, Technical Operations

Zenith American Solutions•Tampa, FL

About The Position

The Manager, Technical Operations provides daily leadership and supervision to multiple Eligibility, EDI, Scanning, ID Card, Mail, and Office Support team(s) in accordance with Company guidelines, client needs, and regulatory requirements. "Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Requirements

Bachelor's degree or equivalent experience.
Five years of management experience in customer centric operations in a third-party administrator or insurance environment.
Working experience with operational functions related to eligibility, EDI, scanning, mail and office support.
Experience with metrics and analysis, staffing models and workforce management and managing a remote workforce.
Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.
Highly developed sense of integrity and commitment to customer satisfaction.
Ability to communicate clearly and professionally, both verbally and in writing.
Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.
Experience successfully managing a remote workforce.
Ability and willingness to travel as necessary.
Computer proficiency including Microsoft Office tools and applications.

Nice To Haves

Understanding of Taft-Hartley environment.
Bi-lingual.

Responsibilities

Provides daily leadership and supervision to Eligibility, EDI, Scanning, ID Card, Mail and Office Support staff consistent with management values and mission.
Assigns, distributes, and monitors quality and quantity of work produced ensuring appropriate quality and production internal service level agreements have been met; maintains employee accountability for quotas and service level expectations.
Develops staff through performance management, goal setting, training, and effective employee relations; and addresses underperformers.
Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.
Manages day to day incoming and outgoing eligibility manual and electronic workflows to ensure consistent, accurate and timely service delivery expectations are met.
Partners with IT EDI team to ensure comprehensive reconciliation and file management processes are established and performing optimally.
Manages scanning and office support functions to operate with maximum efficiency and drive best practices in all locations.
Remediates escalated issues, reviews plan changes, and attends to other client needs.
Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.
Maintains effective communications and working relationships with management, other departments, staff, governmental agencies, clients, unions, participants, attorneys, and consultants.
Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.
Provides management oversight ensuring appropriate quality and production service level agreements are consistently met.
Oversees the integration and delivery of ID cards with ID card vendor.
Directs scanning and office support functions to operate with maximum timeliness, efficiency and accuracy.
Directs and drives for best practices and technology to consolidate inbound mail/scanning to applicable centers of excellence to drive efficiency.
Proactively assists in the development and documentation of departmental SOP’s.
Maintains current knowledge of assigned Plan(s) and effectively applies knowledge; provides oversight of processing activities to ensure compliance.
Performs other duties as assigned.