• Supervise daily operations to guarantee success in meeting all operational effectiveness and efficiencies measurements
• Daily review and communication of results with individual team members to engage and provide guidance to achieve performance excellence that is aligned with Client SLA's and client's standards
• Directly accountable for accuracy of employee time records, payroll approvals, PTO and scheduling
• Develop Mentors to ensure the highest quality feedback and continued advocate development
• Submit Daily Operations Checklist to Manager highlighting any key areas of concern
• Support and communicate motivational campaigns for employees and achieve employee satisfaction targets
• Solicit feedback in open forums/huddles with employees and provide feedback to the Manager
• Escalate issues/risks that impact quality or performance relative to client expectations/SLAs in an expedient manner
• Prepare for approval by the Manager corrective actions and performance improvement plans in accordance with policies and procedures. Administer approved documents to employees.
• Promote performance excellence by demonstrating integrity, dedication, magnanimity and accountability
• Prepare reports as requested by management
• Display positive demeanor, technical accuracy, and conformity to company policies
• Understand CMS Guidance
• Ensure HIPAA regulations are maintained within the immediate environment
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner
• Conform with and abide by all regulations, policies, work procedures and instructions
• Respond promptly when replying to correspondence and faxes
• Work with Non-call Quality Assurance to address trends related to Analyst performance
• Act, dress, and behave in a professional manner to reflect a positive image of the company
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions.
• Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
• Recommend staff retention initiatives.
• Manage and facilitate the corrective action process, partnering with the manager
• Conduct effective workforce planning and responsible for individual career development.
• Participate in the implementation of support plans for product integrations and company acquisitions.
• Actively drives improvements that increase productivity and staff effectiveness.
• Conduct appropriate recruiting actions to ensure candidates are available for hire.
• Participate in the implementation of new technologies that ensure our ability to meet company business goals.
• Performs consistent and effective coaching sessions to address performance gaps
• Analyze agents performance and develop action plans to bridge gaps
• Conducts regular performance management to improve challenged members of the team.
• Responsible for the attainment of clients, set goals, efficiency targets, and overall team performance.
• Submit weekly /monthly operation performance status reports to Manager, Operations.
• Receive, review and monitor and manage workload and assignments of the team.

• Primary responsible for the formulation of operating guidelines and procedures, regulatory requirements and operational concerns
• Documentation of the operating areas of the company. Constructs workflows for business process through flowcharts, procedure notes and associated quality documentation as required
• Conducts audits as scheduled to ensure that all company policies and standard operating procedures are being complied with by all departments
• Formulation and implementation of approved action plans for issues and challenges
• Implementation of approved deviations to plan and schedules, with necessary coordination with the units concerned.
• Identify, design, recommend and document improvement of business processes of the company and the clients
• Identify and document business requirements obtained during business process mapping
• Contribute to the training program and implementation strategy
• Conduct business case analysis & process re-engineering for the company and the clients
• Work collaboratively across all departments of the organization to help improve the management of a business process
• Will work hand in hand with the Process and Implementation Team

• Proven Ability to design business and operational processes which reduce waste and risk and improve quality
• Must have the vision to focus on the entire process of the company from beginning to end
• Proven ability to engage employees to inspire and empower them to provide input into process innovation
• Proven ability to encourage employees to embrace new processes once it is implemented
• Experience of working and engaging with stakeholders using variety of techniques.

OTHER DUTIES AND RESPONSIBILITIES

1. Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
2. Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
3. Responsible for performing other duties and responsibilities as required.

Education and Experience

REQUIREMENTS - Knowledge, Skills, and Abilities:

1. Excellent written, verbal and interpersonal communication skills
2. Excellent organizational skills and attention to detail
3. Excellent documentation skills
4. Ability to provide clear and accurate information through multiple media
5. Ability to manage open requests and follow up when necessary, without outside direction
6. Ability to effectively manage time with strong attention to detail
7. Ability to read and interpret documents including safety rules, operating and maintenance instructions, procedure manuals and general correspondence
8. Ability to write routine reports and correspondence
9. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
10. Ability to carry out instructions furnished in written, oral, or diagram form
11. Ability to deal with problems involving several concrete variables in standardized situations
12. Ability to politely, tactfully and firmly interact with a wide range of people and personalities
13. Ability to work in an environment with potential interruptions
14. Ability to manage multiple simultaneous tasks with individual timeframes and priorities
15. Ability to motivate and encourage a team of front-line employees
16. Ability to set and manage to expectations for a team responsible for direct customer contact
17. Must be able to operate computer, calculator, copier, fax machine, phone and other office equipment