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Operation Manager - Provider Solutions - CCM - Operation - Aug 2017

 

Experience:
• Minimum 4+ years’ experience of relevant position
• Experience to work with remote Team members based out of USA
• MBA preferred
• Knowledge of 6 Sigma /Project management preferred
• Sound knowledge of MS office and IT tech savvy

Skill & Competence (Required - Must Have)
• People Driven attitude
• Positive approach on handling challenges
• Ability to build good Rapport with Team and other department
• Sound Analytical and managerial skills
• Good in Communication
• Ability to work independently
1.  Self-motivated and pro-active, with ability to work autonomously, but also as part of a team.
2.  Exceptional interpersonal skills; able to communicate technical matters, both verbally and in writing, to non-technical members of staff.
3.  Strong time and capacity management skills; able to work across the organization on multiple projects simultaneously, managing expectations and prioritizing workloads.
4.  Adaptable to change; able to respond to shifting requirements and priorities
5.  Well organized and structured approach to work with good attention to detail

Key Expectations                                                                                                          Priority (Critical/Desired)         Time Range (Ongoing/Time Bound)
1. Deliver 90% of Billable of the volume available                                          Critical                                              Ongoing
2. Maintain retention and Shrinkage to set benchmark 80%                       Critical                                              Ongoing
3. Maintain Cost per billable to <=$13                                                                   Critical                                              Ongoing

Work Relations:
Internal - Daily coordination with internal Support and Operations Team on daily basis
- Coordinate with other department Whenever required
External  - To be on client call as representative of Operation whenever required

Desired Key Expertise for the job:
• An understanding of the analysis and interpretation of data and its application in a business context.
• An understanding of performance management and how performance indicators can be used within an organization.
• An understanding of the analysis and interpretation of data and its application in a business context.
• Ability to work well with people from many different disciplines with varying degrees of technical experience.
• Should have exposure to working with US time zone interface.
• Extremely strong analytical and problem -solving skills.
• Proven strong negotiating and consensus building abilities.
• Proven skills to work effectively across internal functional areas in ambiguous situations.
• Highly self‐motivated, self‐directed, and attentive to detail.
• Ability to effectively prioritize and execute tasks in a high‐pressure environment.
• Adept in MS Office tools i.e. Excel, Power Point, Word and Outlook
• Deliver behavioural, skill enhancement, team building, and cultural sensitization, competency enhancement modules across various levels

Roles & Responsibilities:
Role purpose :
To manage Grow current Chronic Care operation.

Primary purpose:
*Coordination with necessary department
* Implementation of new process to streamline operation
* Execution of existing process
* Oversight, control and completion of Monthly Target and operational goal
* Ensuring consistency with company strategy, commitments and goals

Role (Major R&R in Brief)
.End To End Operation management including support activities required for operations
• Hiring and on boarding of requisite Care coordinator according to the forecasted volume
• Assure Training effectiveness and efficiency for each new batch
• Training and development of Team members based on their SWOT
• Achieve production and quality targets of the dept
. Maintain retention and shrinkage % of the Team
• Ensure the operation budget is maintained : Cost per billable
• Implement better strategy on achieving maximum output
• Address all client escalations coming for operation and ensure effective CAPA

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