Senior Manager, Operations

Overview

The Senior Manager is responsible for directly supervising and coordinating the day-to-day activities of the operations Member Services employees to ensure optimal level of call center operations, quality, customer services and sales metrics are achieved. Maintains adherence to Carenet company policies, procedures and philosophies.

Why Carenet?

For more than 30 years, Carenet Health has pioneered advancements for an experience that touches all points across the healthcare consumer journey. In fact, we interact with 1 in 3 Americans every day, delivering positive healthcare experiences and improving outcomes. From best-in-class clinical expertise to personalized and automated solutions, we integrate the power of human touch with data-driven technology in our mission to make healthcare better for all.

Responsibilities

• Directs and manages operations employees including assigned Team Managers, Leads, Care Coordinators/Care Navigators, Engagement Specialist and Medical Sales Representatives performance to ensure a balance of optimum Performance results, productivity, quality and service/sales level goals are maintained at all times
• Actively involved in the recruitment and hiring of new employees including staff planning and workforce management.
• Responsible for staffing assigned management and all other operations positions.
• Monitors and observes calls for quality assurance and adherence to policy and procedure, providing real-time coaching and development, identifying trends and providing education on an individual or group level. Ensures assigned staff adheres to Call Quality guidelines and requirements.
• Mentor and motivate team to enhance their skill level. Reward individuals through the creation of incentive and motivational programs.
• Analyzes activity and statistical operational data, including call volume, service level standards, performance and quality metrics.
• Primary point of contact for team and departmental questions, issues and escalations.
• Continuously evaluates process and procedure making recommendations for performance and quality improvements plus cost saving methods.
• Plans and prepares employee work schedules to ensure accuracy and efficiency.
• Assists in developing and maintaining new policies, procedures and training programs.
• Works closely with team managers and Client Services teams on the planning, implementation and maintenance of client programs.
• Responsible for maintaining the Carenet culture.
• Responsible for ensuring the progression of assigned staff through horizontal and vertical career pathing. Escalates problems and recommendations with service expectations to Carenet leadership.
• Respond to 24-hour/7-day-a-week service needs ensuring follow-through resolution of issue.

Qualifications

Minimum of an Associate’s degree from a two-year college or technical school; and three years related supervisory call center experience and/or training; or equivalent combination of education and experience. Experience in Healthcare preferred. This position supervises the Member Services team, as well as other functions including Member Services Team Managers, Lead Care Coordinators and Quality Coordinators as assigned.

We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!

More About Carenet Health

Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.

Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.

Learn more at carenethealthcare.com

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