Operations Manager

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POSITION DESCRIPTION

JOB TITLE: Manager - Operations

General Summary:

The Manager is a supervisor who manages the day to day operational activities of the Leadership team. This includes ensuring that the program leaders deliver as per set expectations while maintaining the required quality standards. The role involves day to day coordination with internal as well external teams. The Manager is also required to analyze data and identify trends for performance & quality improvements.

Principal Duties/ Responsibilities:

• Effectively lead a team of program leaders on Healthcare projects.
• Ensure Team meets daily/monthly production and quality targets.
• Maintains an exemplary level of accuracy in all work.
• Handles external complaints: Analyzing the situation and creating a corrective course of action.
• Communicates effectively and timely with upstream functional areas to resolve issues.
• Reviews team performance based on Historical Data and Quality Scores generated by MIS and QA departments.
• Review documentation entered by subordinates in order to maintain data quality.
• Actively involved in client communications to discuss feedback on agent's performance.
• Minimizes absenteeism and controls attrition within the team by creating the right environment for them to work in.
• Liaison between support function and Operations to ensure smooth functioning of day-to-day activities.
• Takes part in regular calibration calls along with colleagues, QCAs and on site managers to ensure parity and compliance on process knowledge.
• Responsible for data management in terms of dashboards and sending reports to clients.
• Ensuring that the required Login Hrs, Productive Time and other standards set by the client are adhered to.
• Organizes continuous feedback sessions for the team to sensitize them towards important quality parameters.
• Assist and lead the team in the modification of process guidelines or other materials associated with new functionality and/or reports.
• Works collaboratively to achieve results

Other related responsibilities:

• Communicates and supports company and departmental goals and objectives.
• Select, assign, train and evaluate direct reports.
• Recommend or initiate associated human resources actions.
• Complete special projects as assigned.
• Other duties as assigned

Educational requirement:

Bachelor's degree is required

Experience requirements:

• 10 Yrs. of Healthcare management with experience in claim processing, data management & data analysis.
• Must have a minimum of 2 years of experience working as an Operations Manager.
• Proficient with Microsoft Office Suite (Word, Excel, Power Point)
• Experience in claim processing systems.
• Effective Communicator both written and verbal.
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines
• Must have ability to positively handle/manage stress, such as high work volume and frequent change
• Ability to learn and quickly apply new material
• Team player with strong desire to assist others and share knowledge
• Excellent analytical skills with ability to troubleshoot problems and find root causes
• Flexibility in thought and approach to problem solving.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones
• Exhibit behavior consistent with Cotiviti Values
• Customer Driven
• Collaborative
• Accountable
• Open

Disclaimer:

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change