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Overview:
The Manager – Operations position manages a team of supervisors (and possibly associates) within assigned unit in Operations. Manages payer, provider and patient complaint resolution. Monitors overall performance and productivity of the unit and ensures supervisors take appropriate action to ensure department goals and metrics are met including, but not limited to regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. Consistently identifies areas of opportunity/process improvement within department and recommends and implements solutions as necessary.
The Manager – Operations position manages a team of supervisors (and possibly associates) within assigned unit in Operations. Manages payer, provider and patient complaint resolution. Monitors overall performance and productivity of the unit and ensures supervisors take appropriate action to ensure department goals and metrics are met including, but not limited to regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. Consistently identifies areas of opportunity/process improvement within department and recommends and implements solutions as necessary.
Responsibilities:
In this role you will:
Work with department supervisors to ensure metrics are met. This may include quality measures, inbound/outbound call metrics (AHT), efficiency goals, and/or established client and regulatory Turnaround Times.
Mentor and coach Supervisors and Teams to provide pinpointed coaching and feedback to develop high performing teams.
Support management in driving strategic direction at the supervisor and staff level.
Manage payer, provider and patient complaint resolution.
Resolve, remediate, and provide long-term solutions to escalations and service related issues. Ensure appropriate tracking and coaching of these issues.
Work with supervisors to create efficient work plans and daily assignments.
Support cross-functional process improvement efforts.
Reward and recognize associates monthly for performance above and beyond expectations.
Create audits for external customers and report on findings.
This job is for you if:
You are passionate about fixing health care and believe that one of the best ways to do that is by helping improve the quality and access to care in the home.
You enjoy working with teams by building trust, fostering positive relationships and partnering with a diverse group of people.
You like to move fast. You enjoy working through ambiguity and a changing market environment.
You are fun to work with! We take our commitment to patients seriously, but we don’t take ourselves seriously.
Qualifications:
Get in touch if you have:
Bachelor’s Degree or the equivalent experience
Have at least 2 years’ experience leading Operations with expertise in data analysis, workforce management, forecasting, scheduling, and production/performance management.
Have hands-on experience with developing large teams and leading change management initiatives.
Minimum of two years of experience in supervising/managing remote teams
Knowledge of healthcare delivery/managed care regulations, contract terms/stipulations, capitation requirements and accepted home health standards of practice is a plus.
What we offer:
Competitive Pay: $75-90k plus Bonus Incentive Program
Comprehensive Health, Dental, and Vision plans with HSA Employer Contributions and Dependent Care FSA Employer Match
Generous PTO, 401K Savings Plan, Paid Parental Leave, and Tuition Reimbursement
Access to earned income between paychecks and financial support via PayActiv
Complimentary on-demand fitness, mindfulness, and nutrition via Wellbeats
Great culture with a sense of community, with career growth and development opportunities
CareCentrix maintains a drug-free workplace.
We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
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