What are the responsibilities and job description for the Senior Group Manager - Operations position at HealthHelp - A WNS Company?
Job Description
Operational Leadership :
Oversee the daily operations of the contact center, ensuring efficiency, quality, and SLA compliance.
Lead back-office functions to ensure accurate and timely processing of all tasks.
Develop and implement queue management strategies to optimize workflow and workforce utilization.
Supervise the notification team to ensure timely and accurate delivery of notifications as per client and contractual SLAs.
Monitor and analyze Key Performance Indicators (KPI’s) to identify performance gaps and implement corrective actions.
Create and execute strategic initiatives to enhance service delivery and align operations with organizational goals.
Team Management :
Lead, mentor, and manage a large team (60–150 employees) in a remote environment at varying career levels.
Conduct regular performance evaluations, set development goals, and provide ongoing coaching and support.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Collaborate with HR to recruit, train, and retain high-performing employees for contact center, back-office, and notification teams.
Quality Assurance and Compliance :
Ensure compliance with HIPAA, client policies, and corporate quality and accreditation standards.
Oversee quality assurance programs to ensure consistent service delivery and operational excellence.
Address and resolve escalated complaints and compliance issues, working closely with internal compliance teams.
Process Improvement :
Identify opportunities to improve workflows and processes within contact center, back-office, and notification functions.
Develop and update policies, procedures, and training curriculums to align with evolving business needs.
Leverage tools such as Microsoft Office, Visio, and other process management systems to support operational objectives.
Stakeholder Collaboration :
Partner with senior management, clinical teams, and other departments to align operational activities with broader organizational goals.
Coordinate cross-departmental projects to ensure seamless service delivery and customer satisfaction.
Qualifications
Bachelor’s degree in Business Administration, Healthcare Management, or a related field, or equivalent experience; Master’s degree preferred
Minimum 7 years of experience in healthcare contact center management, including experience with managed care products.
Proven track record of managing large teams and back-office operations in a fast-paced, evolving environment.
Exceptional problem-solving, analytical, and decision-making skills.
Strong communication and interpersonal skills, with the ability to work effectively with employees and clients at all levels.
Additional Information
HealthHelp provides equal opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws. If you need assistance in completing this application due to a disability, please contact a member of the Talent Acquisition Group to request an accommodation or an alternative application process by emailing talent@healthhelp.com
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