Director, Non-Call Operations - Fort Lauderdale, United States - Convey -- US
Description
Job Description
The Director of Non-Call Operations will be responsible for the oversight and management of all non-call operations functions related to: Enrollment, Reconciliation, Billing, Document Processing, Exhibit Management, Exhibit Programming, and Mailroom Operations.
The Director of Operations' primary responsibility is to ensure that all activities under areas of oversight are being performed in accordance with client contracts, CMS regulations and internal policies procedures.
The Director of Operations also acts as an internal resource on company policies; procedures; employee relations; attrition; recruitment; and other HR related issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Analysis of targets and results in order to ensure that all functional areas meet Service Level Agreement (SLA) metrics.
Maintaining appropriate staffing levels consistent with approved budgets
Sustaining and negotiating applicable supplier spending to minimize costs.
Monitoring the Quality Assurance process in order to ensure a high level of customer satisfaction.
Responsible for developing, and recommending program goals and objectives, policies procedures, training on new procedures
Conducting performance reviews, and monitoring the staff's adherence to all company and departmental policies and procedures.
Provide strategic direction to Operations Managers and direct reports on the day-to-day operations and oversight, with a focus on Queue Management, SLA Adherence, Quality, Efficiency, and Product Integrity
Review daily, weekly, and monthly reports regarding the performance of assigned teams and their achievement of set goals. Design and implement action plans; as necessary; to ensure all teams consistently meet goals
Prepare weekly, Monthly and Quarterly business reviews for various clients.
Validate and sign-off on monthly SLA performance reports prior to client submission.
Validate and approval invoices for applicable internal spending and pass-through costs
Work closely with Quality Assurance and Compliance teams to ensure that identified deficiencies are remediated
Work closely with WFM team to ensure headcount is aligned with forecasted and actual volumes
Create work schedules to ensure effective and efficient deployment of resources
Review and sign-off on applicable change requests and business requirements documents
Work closely with professional services team to ensure SOP documentation and P Ps are current
Prepare ad hoc reports as requested by Senior Management
Work closely with Client Services teams and contracted client representatives to ensure client directives are fulfilled
Forecast and maintain appropriate inventory levels of applicable raw material to avoid processing disruptions
Work with various suppliers to maintain supply chain needs
EDUCATION AND EXPERIENCE:
While a professional degree in a related area of study is preferred, candidates with a proven, demonstrable track record and work experience in a similar role and capacity, of at least 8, years will also be considered.
OTHER DUTIES AND RESPONSIBILITIES
Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
Responsible for performing other duties and responsibilities as required.
Positions supervised
(identify positions reporting directly to this position)
Title:
Operations Manager
Approx
Number in Position:
5
Title:
Operations Supervisor
Approx
Number in Position:
2
Title:
Coordinator
Approx
Number in Position:
2
Knowledge, Skills, and Abilities:
People and Team
Leader who can influence and develop a team dedicated supervisors and mentors ensuring they consistently meet performance metrics
Must have exceptional interpersonal verbal and written communication skills, and a high degree of emotional awareness in order to communicate effectively.
Client FacingAbility to solve problems with keen assessment of risks and opportunities.
Must be a data driven decision maker utilizing tools and reports readily available and intermediate to advanced skills/knowledge with Microsoft Office (Excel, word, and Outlook)
Great sense of urgency proactively identifying and communicating trends where deviation to forecasts are imminent
Culture
Understands and fosters our mission, vision and values of Integrity First, Inspired Teamwork, and Compliance Matters
Must have an energetic presence - delighting customer and employees through written and face to face and virtual communication
Self-motivated, confident, reliable and commitment to customer satisfaction
Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others
Computer Equipment and Software Requirements:
This position requires the ability to work with a personal computer in a Windows environment. Must possess strong familiarity with office software including Word and Excel.
About Us
Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members.
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