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Senior Manager of Operations in Atlanta, GA at CIOX Health

Date Posted: 10/25/2018

Job Snapshot

Job Description

This position serves as a key role on senior leadership team and assists in establishing and delivering on the global organizational strategic plans.  This position provides direction, leadership and management of the field employees including Regional Managers, Operations. This position is also responsible for maintaining communication with the leadership of each facility/site. 



Responsibilities

  • Oversee regional staff and day-to-day operations of identified locations and work with Regional Director, Operations to standardize operations.
  • Ensure all Client Service Representatives are trained correctly, timely and efficiently.
  • Provide updates to Regional Director, Operations on potential concerns of each facility/site; proactive management on staffing, volume fluctuations and projects.
  • Will have a comprehensive understanding of workflow and how to optimally use Company technology at all assigned field locations.
  • Will have a comprehensive understanding of all new product lines and will be responsible for ensuring that Regional Manager, Operations are trained on all new products.
  • Release-of-Information: Leading provider of information and productivity tools to process medical record requests on behalf of hospitals.
  • Document Management: Premier provider of software tools for document workflow and paper to electronic conversion services targeted at medium to large size hospitals.
  • Standardize business operations and maximize revenue and profitability in tandem with the Regional Director, Operations.
  • Facilitate monitoring of competency training for all employees.
  • Driving actions through utilization of dashboards and operational training.
  • Strong utilization of Salesforce including providing resolution to negative and neutral customer service surveys.
  • Strong knowledge of Cognos and reports.
  • Leads initiatives such as Company technology deployment and support strategies, training requirements and execution, and technical support processes to improve productivity, customer retention and reduce labor and material expense.
  • Deliver service contribution margin targets by optimizing service capabilities and variable cost productivity initiatives.
  • Support a service operations environment that focuses on customer satisfaction through service delivery excellence and Quality Improvement processes.
  • With the Regional Director, Operations, define and drive overall customer satisfaction indicators and levels.
  • Review and follow up on metrics on field service profitability to maximize productivity.
  • Maintain daily contact with Regional Manager, Operations.
  • Ensure timely delivery of reports for each location.
  • Ensure that deadlines are met and respond to emails, phone messages, and other requests for information timely.
  • Monitor revenue and expense to improve Gross Margin and make necessary changes for continuous improvement.
  • Provide support and final decision making on service and financial issues.
  • Responsible for the training and/or coordination of training for the Managers of Operations and Client Service Representatives.
  • Work with Regional Director, Operations to complete and administer the performance evaluations for Regional Managers, Operations.
  • Confidentiality

Responsible for upholding security and confidentiality regulations, and facility policies and procedures for access and review of all medical records.

Customer Service Skills

Meet with Directors, Administrators, or COO’s to discuss service issues.

Provide quality service to ensure 100% member retention; Quarterly Member consults with facility/site management.

Customer Retention and Satisfaction.

Organize and conduct at least one monthly onsite customer meeting per region covering customers’ satisfaction level.

Ensure weekly staff meetings are held at each location.

Performs other duties as assigned.



Qualifications

  • A minimum of a four year degree in business or related field preferred
  • A High School Diploma or GED is required
  • Must be 18 years of age or older
  • At least 5 years’ experience in ROI Operations Management
  • Must have valid driver’s license
  • Driving record and Proof of Insurance that is acceptable per company’s driver policy
  • Demonstrated ability to lead people and get results through others
  • Ability to organize and manage multiple priorities
  • Problem analysis and problem resolution at both a strategic and functional level
  • Excellent interpersonal and communication skills

Working conditions

Over 90% of the time is spent indoors, with protection from weather conditions.  Exposure to noise levels that may be distracting or uncomfortable is present in only unusual situations.

Physical requirements

Sitting, talking, hearing and near vision are required over 90% of the time, while walking is required about 10% of the time.  Standing is required over 30% of the time.  The sense of touch is required 90% of the time and reaching is required about 50% of the time.  Bending, twisting, and climbing are required, as is far vision, but only for 10% or less of the time.  Low levels of lifting (10 pounds or less) are required about 25% of the time, while medium levels (20 to 40 pounds) of lifting and carrying are required less than 5% of the time.  High levels (52 pounds) of lifting are required under 2% of the time.  Driving to client location is a considerable portion of the position.