Find & Apply For Operations Manager / Supervisor Jobs in Mickleton, New Jersey

GENERAL DESCRIPTION

The Supervisor leads a unit of coordinators responsible for navigation activities based on a given assignment of service types, and who work in tandem with peer case coordinators and staff to provide quality customer care. The Supervisor guides coordinators in daily administration of casework and facilitates communication between interdisciplinary members and expedites customer services.

ROLES AND RESPONSIBILITIES

1.Leadership and Management a.

Provide strong leadership and guidance to the coordinators. b. Motivate and inspire the coordinators to meet performance targets and goals. c. Foster a positive and collaborative team culture. d. Assist coordinators in resolving complex issues. e. Act as a point of escalation for complaints or challenging situations f. Recognize and acknowledge coordinators' performances. g. Support the coordinators in their daily activities. 2. Call Center Operations a. Manages inbound and outbound calls, text messages, emails and faxes in a timely manner. b. Responds to customer questions, issues and/or concerns and relays information to the concerned parties. c. Dispatches messages to proper individual and follows up on needed actions. d. Follows communication "scripts" and general workflows when handling different topics. e. Identifies customers' needs, clarifies information, research emerging issues and provides solutions. f. Schedules new patients and completes patient charts and intake forms. g. Keeps records of all conversations in command center database in a HIPAA-compliant manner. h. Securely and accurately documents all customer information and completes i. Ensures that work assignments and information gathered from day-to-day work is not shared with anyone and maintains HIPAA standards of privacy and confidentiality. j. Meets personal/team qualitative and quantitative targets. k. Other administrative tasks as needed. 3. Metrics and Reporting a. Support in setting performance targets, metrics, and goals for the pod according to partners' agreements. 2 b. Monitor the progress towards the goals with tech support from the Data Analyst. c. Participate in a weekly touch point to discuss progress with Operations Leadership. d. Guide data entry and data reporting. e. Create comprehensive reports for sharing with external partners on a regular basis, such as monthly, quarterly, or as required. f. Support Operations as needed with the analysis of data and shared reports. 4. Quality Assurance a. Ensure that team members adhere to quality standards and guidelines. b. Monitor the adherence to the workflows and documentation through appropriate tools. c. Work with the Training & Development Team in assessing calls for quality of the coordinators through the appropriate tools. d. Provide feedback on areas of improvement and reinforce best practices in a periodically scheduled one-on-one meetings. e. Participate in Quality Assurance meetings as needed f. Maintain HIPAA standards of privacy and confidentiality. 5. Training and Development a. Identify training needs within the team and report them to Training & Development Supervisor, and coordinate training and coaching sessions for coordinators (mock calls, process review, data training, etc.) in collaboration with the Training & Development. b. Assist in the creation of training resources for the team in collaboration with the Training and Development leadership. c. Follow up on learning documents. 6. Workflow Management a. Facilitate the care of customers by conducting intake, needs assessment, planning, and reassessment of service needs. b. Review workflows and resource documents on a monthly basis, along with SLA adherence. c. Monitor progress on any incentivized goals: weekly, monthly, quarterly. Report to client in requested cadence. d. Ensure there is approval on any change/addition to the workflows. e. Carry out operating performance tracking metrics with an OKR (Objectives/Key Results) framework. f. Refine and improve the coordination workflows with Training and Development leadership. g. Monitor and manage call queues and work distribution to optimize efficiency. h. Address any operational challenges that may arise. i. Ensure proper handling of the billing processes if/when included in the workflows. 7. Tools Elaboration a. Collaborate and communicate with tech department on the different technologies/tools needed to enhance performance. b. Collaborate with tech department on ongoing IT projects, platforms, and tools. 8.Communication a. Facilitate effective communication among the coordinators and key stakeholders. b. Lead periodic huddles with assigned team; document meeting minutes and action items and follow up on completion of action items. c. Report concerns, feedback, opportunities, and issues to the Operations Leadership ad hoc and during weekly meeting. Likewise, relay important information from leadership to the coordinators. d. Participate in the client meetings or engage client contacts during the day-to-day operations. e. Ensure proper communication with the different departments (IT, Marketing, Finance) to follow up on projects (emails, meetings, etc.)

QUALIFICATIONS

▪ Commitment to the mission of care coordination.

▪ Effective communication and interpersonal skills and ability to speak concisely to customers, vendors, physicians, and care team members.

▪ Strong customer service skills.

▪ Attention to detail and good ability to handle multiple tasks and requests.

▪ Organized with confidential client material, appointment tracking, and caseloads.

▪ Ability to build relationships with customers, work colleagues, and vendors.

▪Professional communication skills

▪ Committed, responsible, and abide by high ethical and moral standards.

EDUCATION AND EXPERIENCE

▪ BA, LMSW/LCSW/LMHC, or RN/LPN degree preferred.

▪ 2 years of case management, customer service, or healthcare setting experience.

▪ Strong understanding of cultural competency with the target population.

▪ Experience helping people with health problems.

▪ Computer literacy necessary.

Pay:

$52,000.00 per year

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Work Location:

In person