Senior Group Manager - Operations
Senior Group Manager - Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Operational Leadership:
Oversee the daily operations of the contact center ensuring efficiency quality and SLA compliance.
Lead backoffice functions to ensure accurate and timely processing of all tasks.
Develop and implement queue management strategies to optimize workflow and workforce utilization.
Supervise the notification team to ensure timely and accurate delivery of notifications as per client and contractual SLAs.
Monitor and analyze Key Performance Indicators (KPIs) to identify performance gaps and implement corrective actions.
Create and execute strategic initiatives to enhance service delivery and align operations with organizational goals.
Team Management:
Lead mentor and manage a large team (60150 employees) in a remote environment at varying career levels.
Conduct regular performance evaluations set development goals and provide ongoing coaching and support.
Foster a culture of accountability collaboration and continuous improvement within the team.
Collaborate with HR to recruit train and retain highperforming employees for contact center backoffice and notification teams.
Quality Assurance and Compliance:
Ensure compliance with HIPAA client policies and corporate quality and accreditation standards.
Oversee quality assurance programs to ensure consistent service delivery and operational excellence.
Address and resolve escalated complaints and compliance issues working closely with internal compliance teams.
Process Improvement:
Identify opportunities to improve workflows and processes within contact center backoffice and notification functions.
Develop and update policies procedures and training curriculums to align with evolving business needs.
Leverage tools such as Microsoft Office Visio and other process management systems to support operational objectives.
Stakeholder Collaboration:
Partner with senior management clinical teams and other departments to align operational activities with broader organizational goals.
Coordinate crossdepartmental projects to ensure seamless service delivery and customer satisfaction.
Qualifications :
Bachelors degree in Business Administration Healthcare Management or a related field or equivalent experience; Masters degree preferred
Minimum 7 years of experience in healthcare contact center management including experience with managed care products.
Proven track record of managing large teams and backoffice operations in a fastpaced evolving environment.
Exceptional problemsolving analytical and decisionmaking skills.
Strong communication and interpersonal skills with the ability to work effectively with employees and clients at all levels.
Additional Information :
HealthHelp provides equal opportunities to all employees and applicants without regard to race color religion gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a covered veteran in accordance with applicable federal state and local laws. If you need assistance in completing this application due to a disability please contact a member of the Talent Acquisition Group to request an accommodation or an alternative application process by emailing
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
