Job Summary
The
Supervisor I, Operations Management plays a critical role in managing day-to-day operations for healthcare provider verification services. This position ensures compliance with client requirements, regulatory standards, and internal processes while driving operational efficiency and team performance. The Supervisor supports the Operations Manager by overseeing staff, maintaining quality assurance, facilitating training, and ensuring accurate and timely verification of healthcare providers. Acting as a liaison between management and frontline teams, this role is essential in delivering exceptional service and maintaining strong client relationships.
Key Responsibilities
- Supervise daily operations for healthcare provider verification, ensuring compliance with policies, procedures, and service level agreements (SLAs).
- Represent the department in cross-functional project teams and contribute to process improvement initiatives.
- Manage internal and external customer relationships, ensuring high-quality and responsive service delivery.
- Monitor team performance metrics, provide coaching and feedback, and implement corrective actions to meet operational goals.
- Support training initiatives, including onboarding, upskilling, and continuous development of team members.
- Prepare and analyze operational reports, including productivity, accuracy, and compliance metrics, as requested by management.
- Collaborate with Quality Assurance and Training teams to maintain performance standards and drive continuous improvement.
- Ensure accurate documentation of provider verification processes and timely completion of assigned tasks.
- Maintain compliance with HIPAA and other healthcare regulatory requirements.
- Complete other duties as assigned by the Operations Manager.
Qualifications
- Bachelor's Degree required (preferably in Business, Healthcare Administration, or related field).
- Minimum 5 years of experience in operations, with at least 2 years in a supervisory or team lead role within healthcare or BPO environment.
- Excellent written and verbal communication skills.
- Strong organizational and documentation skills with attention to detail and accuracy.
- Ability to work independently and manage multiple priorities in a fast-paced, regulated environment.
- Proficiency in PC software, including MS Office Suite; familiarity with healthcare systems and portals is a plus.
- Demonstrated ability to meet deadlines and adapt to changing business needs.
- Strong interpersonal skills with the ability to maintain positive relationships with diverse stakeholders.
- Ability to work effectively in a team environment and with minimal supervision.
- Excellent judgment, discretion, and problem-solving skills.
- Energetic, self-motivated, and positive attitude.
- Strong training and presentation skills.
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Key Competencies
Leadership: Ability to inspire, guide, and develop team members to achieve operational goals.
Communication: Clear and effective verbal and written communication across multiple channels.
Customer Focus: Commitment to delivering high-quality service and maintaining strong client relationships.
Adaptability: Ability to adjust to new environments, demands, and technologies with minimal disruption.
Analytical Thinking: Skilled in analyzing data, identifying trends, and recommending solutions.
Collaboration: Strong team player who works well across departments and functions.
Decision-Making: Demonstrates sound judgment and discretion in handling sensitive matters.
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