Clinical Senior Operations Manager

5 days ago

Quezon City, Philippines ECLARO Full time

Clinical Senior Operations Manager (USRN)

ECLARO Quezon City, National Capital Region, Philippines

The Clinical Senior Operations Manager is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Responsibilities
  • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
  • Ensure program has proficient training, staff development, and effective employee relation/recognition programs
  • Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Ensure that the operations is in compliance with active contracts
  • Responsible for client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA - and partner to define action plans that resolve issues and drive continuous improvement
  • Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
  • Host business reviews on a regular basis, communicate objectives within common reports, ensure that customer, operational and capacity requirements are addressed, and hold weekly meetings with all functional leaders and direct reports
Minimum Hiring Qualifications
  • Bachelor’s Degree in Nursing with Active License as a USRN (Compact License)
  • 1 Year Minimum Experience as a Senior Operations Manager in a Contact Center Setting, with Experience Managing Teams Handling Utilization Management
  • Must be amenable working onsite in BRIDGETOWNE but can also provide support to other locations depending on confirmed site assignments of the program
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