Operation Manager - Diagnostics
About The Position
The Operations Manager for Diagnostics is responsible for managing daily workflow and team coordination of Care Coordinators within a specific product line. The Operations Manager will participate in small to mid-scale projects, effectively monitor and manage the performance metrics of all Care Coordinators, and is a key contributor in cross-product process improvement initiatives. Supports both process and system improvements under guidance. Serves as a client / vendor / adjuster contact, developing effective solutions to solve quality or service delivery gaps. The Operations Manager I identifies training and Care Coordinator development opportunities with support from Training and Development. Reporting to the Senior Director, Operations & Implementation, this Operations Manager I, plays a key role in developing talent, improving quality, and implementing standardized processes to enhance service delivery and client retention.
Requirements
- Bachelor’s degree preferred or relevant management experience required.
- 2-4+ years of Operations/Administration experience in the healthcare/ancillary services, or similar industry, preferably in a high-volume service delivery environment.
- Knowledge of compliance standards.
- Previous management experience running day-to-day operations in a medical or ancillary services product line.
- Inspirational manager with a track record of managing through metrics and KPI’s, performance management, and developing a high performing team.
- Has experience developing and managing teams of 10 or more individual contributors in their area of expertise.
- Experience implementing process improvements or workforce optimization solutions.
- Excellent communication, coaching, and managing through change capabilities.
- Analytical ability to monitor performance metrics, manage through metrics, and provide ongoing coaching and feedback that motivates and inspires an individual’s best work, and the service delivery to clients and injured workers.
- Analyze product line performance and present monthly report to Senior Director.
Responsibilities
- Product Line Management: Manages a team of Care Coordinators within a product line while collaborating across all product lines to deliver services on time and within established SLA’s.
- Talent Development: Partners with peers to Implement structured cross-training programs ranging from quality assurance to service delivery to equip Care Coordinators with the skills to learn multiple product lines overtime, fostering talent mobility and development as well as business continuity.
- Career Progression, Coaching & Development: Supports Care Coordinators on their career goals and opportunities for progression within the Care Coordinator Job Family. Provides coaching, development experiences and opportunities to build skills.
- Quality & Performance Management: Supports compliance and quality standards and provides continuous feedback to the appropriate teams on gaps that may impact service delivery and overall quality. Leverages data to make informed decisions on Care Coordinator performance coaching.
- Operational Efficiency & Standardization: Brings forth both process gaps and inefficiencies, working closely with the Senior Director, Operations & Implementation to implement standardized workflows that improve overall service effectiveness, Care Coordinator productivity, quality service, and client retention.
- Collaboration & Change Management: Partners with the training team to implement operational changes that improve execution and service delivery within the product line, ensures continuous communication on what is happening and why on any change impacting the product line and our people.
Benefits
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off, as well as holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
