What are the responsibilities and job description for the Healthcare Operations Manager position at Dexian - Signature Consultants?
About the Role:
Dexian - Signature Consultants is seeking a skilled Healthcare Operations Manager to lead our Patient Services team. As a key member of our leadership team, you will be responsible for supervising and mentoring a team of patient care professionals, providing coaching, training, and performance feedback to enhance individual and team success.
Key Responsibilities:
- Lead team meetings, establish goals, and drive initiatives that align with department objectives
- Act as a primary escalation point for complex issues, ensuring efficient resolution and service excellence
- Foster a positive and high-performance work environment that promotes collaboration and continuous improvement
- Oversee documentation and optimization of internal procedures, FAQs, and decision trees to improve workflow and knowledge sharing
- Monitor team performance metrics, identify trends, and implement process enhancements to improve efficiency and patient care
- Ensure compliance with quality standards, regulatory requirements (e.g., FDA, ISO 13485), and company policies
- Manage phone support operations, including scheduling, resource allocation, and on-call coverage, to ensure timely responses to patient and provider inquiries
- Partner with the Quality team to ensure timely reporting and investigation of product or therapy-related concerns
Requirements and Qualifications:
- Minimum of 3 years of supervisory experience in a healthcare, customer service, contact center, or technical support environment
- Strong ability to manage multiple tasks, troubleshoot system issues, and quickly adapt to new technologies
- Strong analytical, problem-solving, and conflict-resolution skills with the ability to manage escalated situations effectively
- Experience using Microsoft Office (Word, Excel, PowerPoint) and enterprise systems such as Microsoft Dynamics, Ereg, or similar platforms
- Familiarity with FDA/Quality System Requirements (e.g., 21 CFR Part 820, ISO 13485) and compliance best practices
- Bachelor's degree in a relevant field or relevant experience
- RPSGT, RST, or Clinical Sleep Educator certification is a plus
