Full-Time Senior Group Manager - Operati

Operational Leadership:

• Oversee daily contact center operations, ensuring efficiency, quality, and SLA compliance.
• Lead back-office functions for accurate and timely task processing.
• Develop and implement queue management strategies for optimized workflow and workforce utilization.
• Supervise notification team for timely and accurate notifications according to client and contractual SLAs.
• Monitor and analyze 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 (60-150 employees) in a remote environment, with varied 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 high-performing employees for contact center, back-office, 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, collaborating with internal compliance teams.

Process Improvement:

• Identify opportunities to improve workflows and processes within contact center, back-office, and notification functions.
• Develop and update policies, procedures, and training curriculums to align with evolving business needs.
• Utilize tools like 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 cross-departmental projects for seamless service delivery and customer satisfaction.

Requirements:

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field, or equivalent experience; Master’s 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 back-office operations in a fast-paced, evolving environment.
• Exceptional problem-solving, analytical, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to work effectively with employees and clients at all levels.

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