Assoc Mgr Operations IND

The Supervisor is expected to support the staff, program(s) and the Program Manager, Service

Delivery In The Following Areas (but Not Limited To)

• Agent Training and Coaching:
• Supervise and guide staff on assigned program(s). Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring.
• Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams.
• Lead proficiency gap assessment of staff and develop plans to address performance issues.
• Regularly monitor and review training to determine effectiveness and provide feedback on recommendations for improvement in future training sessions.
• Listen to agent calls to assess customer service levels on program(s) and provide feedback and remediation plans as necessary. Occasionally listen to calls on program(s) to assess customer service delivery across the program.

Client and Program Communication.

• Ensure that Associate has assigned and completed work appropriately in a timely manner according to performance metrics and program efficiency.
• Identify and escalate program trends and provide recommendations to the issues as necessary.
• Monitor program volume, identify fluctuations, and recommend staffing changes to address needs.
• When deviations occur, escalate deviations.
• Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language.
• Proactively share communication updates and recommendations regarding program operations with peers and Program Manager, Service Delivery.
• Attend client meetings to support the program and Program Manager, Service Delivery, as needed.

Reporting And Analytics

• Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas.
• Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner.
• Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Address and resolve issues as necessary.
• Identify trends and issues, providing action plans and recommendations as necessary.

Program Specific Knowledge

• Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high-quality manner.
• Coordinate internally to ensure all resources are available to accurately and effectively

support the team.

• Own the escalation of and action plan to address workflow, process and turnaround

time deviations.

Provide Program Manager, Service Delivery frequent communication on progress.

• Successfully participate in special projects as assigned and execute all expected deliverables.
• All other duties as needed or assigned.

People Responsibilities

• 1-25 Direct Reports
• 0 Indirect Reports
• Adhere to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices.
• Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data.

Qualifications (Minimum Required)

• The Supervisor ideally should hold a Bachelor's degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline or show evidence of continual work towards a degree (strongly preferred).
• Supervisors without a degree must have a High School Diploma or GED, and ideally should have eight or more years of equivalent work experience in a relevant field.
• The Supervisor should have demonstrated proficiency in expressing thoughts and instructions clearly in both oral and written communication, i.e., using grammatically correct, concise language.
• Proven ability to meet deadlines, function with a sense of urgency, and get the job done.
• An intermediate to advanced level of computer skills (Microsoft Excel, PowerPoint, and Word).
• Exceptional customer service skills.
• A demonstrated customer service focus; the ability to manage staff to support the program with the needs of clients' goals in mind.
• Strong management skills with the ability to connect and engage with staff through effective coaching and mentoring.
• A personable, energetic, and enthusiastic approach when managing staff.
• The ability to thrive in a collaborative work environment and also work independently.
• Knowledge of business protocols and acumen.
• A demonstrated ability to understand process, anticipate next steps, and identify, analyze, and problem solve issues.
• Superior time management skills and strong ability to prioritize.
• The ability to learn information quickly and retain it.
• A strong attention to detail.
• The ability to express empathy while speaking with customers.
• An understanding of how the day-to-day performance of staff and the program impact the big picture.
• Strong understanding of the FPA operations and systems navigation.
• Discipline and patience while working with different personalities; ability to remain calm, personify professionalism, and lead by example.
• Neovance may consider relevant and equivalent experience in lieu of educational requirements.

Experience (Minimum Required)

• The Supervisor ideally should have four or more years of increasing responsibility in

healthcare reimbursement, healthcare contact centers, healthcare program management,

or a field closely related to FPA services.

• Prior supervisory experience is preferred.
• Must be comfortable providing day-to-day supervision of staff ensuring the expected program metrics are met or exceeded daily.

Physical Demands / Work Environment

• The Supervisor will work within the program's hours of operations; hours vary by site but may start as early as 8:00 am Eastern Time and end as late as 8:00 pm Eastern Time.
• The Supervisor must be available to help cover shifts for peers as necessary. The Supervisor

must work on site.