PHRN Operations Manager

2 weeks ago


Manila, National Capital Region, Philippines Omega Healthcare Management Services Inc. Full time

JOB PURPOSE:

This position is responsible for coaching and supporting Team Leads and ensures that each team lead meets or exceeds their team performance. This position is also responsible for ensuring client quality and service levels are met on a consistent basis.

PRIMARY DUTIES & RESPONSIBILITIES:

Meet all Client Service Level Agreements (deliverables)Ensure the team understands client specific training requirements / needs etc.Analyze performance results of the team and implement process improvementsDetermine appropriate staff levels and implement strategies to ensure efficient operationsWork with support departments to ensure staffing strategies are effectively executedSupport the data collection for billing process, billable/non-billable hours & preparation of InvoiceHold team meetings on a regular basis with direct reports.Communicate all process and client updates to direct reports within specific timelines and keep record for such updatesAct as single point of contact for the team leads for all their client and team member needs and create a harmonious work environmentEscalate performance related issues with respect to his TL to management in a timely manner. · Escalate client complaints to Ops Head and resolve escalated customer issues, CAPA to be followed. · Performs any other duty assigned by respective Ops Head · Act as authorized person for sanctioning team leads leave thru HRIS · Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team leads to complete performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements. · Ensure that the team's adherence to QMS and ISMS standards like ISO 9001:2000 and ISO SKILL SET:With at least 5-7 years of experience in the BPO\HealthcareGraduate of Bachelor's degree in Nursing with active PH Registered Nurse licenseMinimum 1-3 years of managerial experience supporting a US BPO healthcare account in Utilization Management Review and Clinical experience Candidate Profile:

· Excellent Leadership & Interpersonal relationship

· Strong Process Management & planning skills

· Embrace change and think operationally to achieve business goals

· Proven process improvement experience



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