Manager of clinical support services

ROLE AND RESPONSIBILITIES

Executes the vision for the operation insuring the Clinical Services meets client and organization needs. Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.  As part of the management team, this position collaborates with others throughout the organization to assure achievement of organizational goals.

CORE FUNCTIONS

  • Responsible for the strategic planning and execution of all Clinical Services operations

  • Management and leadership of processes for the continuous improvement of the customer experience

  • Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training

  • Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance

  • A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients

  • Responsible for development and administration of annual department budget to attain business goals with operational stability

  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development

  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction

  • Manage and expand client and coworker relationships

  • Find and close new revenue opportunities within the existing client base

  • Insure compliance with regulatory agency guidelines and standards

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Registered Nurse (RN) with a BA/BS degree and at least eight (8) years of relevant professional experience, including at least five (5) years of managerial experience to include management of personnel, budgets, capital, business planning, marketing and physician relations

  • CCM or CPHQ (or equivalent) highly desirable

  • Minimum of five (5) years of call center/contact center experience

  • Demonstrated knowledge of health care financial management

  • Must have experience with IPAs and Networks

  • Demonstrated knowledge in the areas of health improvement, process improvement, population health, and health systems planning

  • Thorough knowledge of medical management clinical review criteria, processes and techniques

  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities

  • Exceptional ability to develop and manage results-oriented recruiting and training programs

  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience

  • Strong mentoring and relationship building skills with ability to effectively engage and motivate staff, collaborate with others and manage group and interpersonal conflict situations

  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing

  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills

  • Commitment to the corporate mission, vision, and values

  • Positive, service-oriented attitude. High level of integrity


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