Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title: Claim Processing Operation Manager
Job Description: We are currently hiring a talented Operations Manager to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.
Education: High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.
Experience: 4+ years experience in customer service, call center or related field, including 3 years in management. Healthcare Industry Preferred
Mandatory Skills: - Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Ability to improve and/or transform teams processes across functions within the organization.
- Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
- Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.
- Ability to delegate and manage work loads and projects across functions within the organization.
- Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
- Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
- Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.
- Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
- Advanced customer focus and customer service skills.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.
Roles & Responsibilities: - Provides day-to-day leadership, coaching and development to Supervisors, Sr. Supervisors or Assistant Managers.
- Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels.
- Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
- Oversee and/or delegate necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
- Work closely with Account Management to deliver critical client communication and provide information for performance review meetings.
- Work with Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability.
- Responsible for service quality for all work performed by his/ her employees.
- Ensure accountability through the front line employees are being delivered daily, weekly, and monthly.
- Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
- Coordinate with the Leadership team to balance needs of individual team with needs of the entire organization.
- Provide growth development opportunities.
- Promote teamwork and cooperative effort. Help train and provide guidance to other employees within the organization.
- Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
- Ensure both internal and external customers are provided with the highest quality service
Salary Range: $65,000.00 and up dependent on experience and location Sagility Offers Competitive Benefits Including: - Medical
- Dental
- Vision
- Life Insurance
- Short-Term and Long-Term Disability
- Flexible Spending Account
- Life Assistance Program
- 401K with employer contribution
- PTO and Sick Time
- Tuition Reimbursement
Join our team, we look forward to talking with you. An Equal Opportunity Employer/Vet/Disability Location: El PasoUnited States of America