Operations Manager

5 days ago

Iloilo City, Western Visayas, Philippines Knack RCM Full time

POSITION/TITLE:
Operations Manager

POSITION PURPOSE:

The
Operations Manager
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. The successful Operations Manager also tracks staffing requirements and actively pursues strategic and operational objectives.

MAJOR ACCOUNTABILITIES:

Operation Management

  • 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 to 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.
  • Ensure root cause analysis and goal setting are utilized and followed up on. Ensure systems, processes and people are evaluated and tools for success are evaluated and utilized. Ensure RCAs are not ANALYSIS they always have ACTION associated with the ANALYSIS outcomes.
  • 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
  • Strong communication skills required
  • Knowledge of customer service programs and databases
  • Good understanding of operations management
  • High service orientation

Competencies

  • Must demonstrate ability to meet deadlines
  • Strong communication skills required
  • 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

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