Operations Manager

1 week ago

Iloilo City, Philippines Knack RCM Full time

Knack RCM, Iloilo, Western Visayas, Philippines Operations Manager (BPO) Position Title: Operations Manager. This role is responsible for monitoring and improving daily functions of business operations. The Operations Manager ensures proper operations of the organization by maintaining constant communication with management and staff and helps in the development and implementation of organizational processes and procedures to enhance and sustain the organization’s internal capacity. Position Purpose The Operations Manager also tracks staffing requirements and actively pursues strategic and operational objectives. Major Accountabilities Create strategic operations plans with actions to accomplish goals. Manage 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 objectives. Ensure 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 supervisors 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 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 receives timely and accurate feedback and suggestions. Ensure proper training materials and resources are developed and utilized on programs. Conduct root cause analysis and goal setting and ensure systems, processes and people are evaluated and tools for success are evaluated and utilized. Conduct daily allocation, performance accountability and weekly business reviews to drive results. Skill Requirements, Knowledge, & Training Necessary Education Bachelor’s Degree or some college in related field preferred. Experience / Skills Medical background, training or experience preferred. 5+ years’ experience in operations management or similar role preferred. Working knowledge of how Insurance Verification and Prior Authorization Requests are processed preferred. Call center experience preferred. Knowledge of Windows application, Microsoft Word and Excel, or similar software applications, proficiency preferred. Knowledge of customer service programs and databases. Good understanding of operations management. High service orientation. Must demonstrate ability to meet deadlines. Must demonstrate strong analytical thinking skills. Should possess strong problem-solving skills and the ability to make sound judgment calls. Superior organizational and time management skills. Innovative, creative thinking skills to ensure the organization is providing a cutting‑edge client experience. Ability to learn new software quickly. Ability to identify challenges, underlying issues and make recommendations for process improvement. Proficient in critical thinking skills, and conflict resolution. #J-18808-Ljbffr

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