Clinical Operations - Associate Director

The role is to manage the overall business culture and operations of the site; including the development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded “hands on” leader with a focus on driving operational performance, facility management, P&L and continuous improvement initiatives.Clinical Operations - Associate Director

Education:
College degree in Nursing Management, Marketing, Psychology or Life Science
Experience:
5+ years customer service experience, 5-year managerial experience.
Mandatory Skills:
• Communication Skills (Spoken);
• Communication Skills (Written);
• Customer Orientation;
• Job Knowledge;
• Sense of Urgency;
• Passion for Excellence;
• Working in Teams/Interpersonal Skills;
• Work Organization;
• People Management/Team Orientation;
• Drive for Results/Execution;
• Thriving in Change;
• Expertise/Analytical Skills;
• Strategic Capability;
• Problem Solving;
• Presentation Skills;
• Performance Management;
• Conflict Management;
• Fiscal Management;
• Business Acumen;
• Change Management;
• Planning, Organizing, Controlling;
• Sales or Selling;
• Influencing/Negotiating;
• Partnering;
• Innovation;
• Resource Management
Roles & responsibilities:
Operations Management Function:
• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.
• Work with Operations Managers to administer program and implement both client and in-house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations Manager – as needed.
• Escalate operational issues beyond level of authority to the Senior Operations Manager – as needed.
• Inform Account Manager, and Associate Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
• Submit weekly and monthly ops review report to the Associate Vice-President of Operations and Clients.
Training and Quality Management/Standards Compliance Function:
• Minimize or manage at acceptable level the customers’ complaints
• Work with Account Manager, Operations Director and Associate Vice President for Operations to further develop program and implement policy – as needed.
• Work with the Operations Manager and Training and Customer Experience Manager in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard.
• Work with Customer Experience Manager and Business Excellence Manager to implement initiatives that will drive performance.
• Work with Quality Manager/ Customer Experience Manager to ensure monitoring coverage as stipulated in the SOW
• Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.
Staff Development Function:
• Ensure that the Contact Center meets productivity standards – daily.
• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Customer Experience Manager)
• Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly Governance with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the future.
• Initiate and support all employee satisfaction and workplace programs.
• Consult personnel / program issues to Operations Director or Senior VP for Operations in terms of further decision-making.
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.
• Regularly spot-checks (Remote Call Listening) agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.
Client Management:
• Interfaces with Project Cigna Vendor Managers and Business Owners on a daily basis to address operational concerns, issues and metrics
• Interfaces with Project Cigna Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation phase.
• Interfaces with Project Cigna Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings provided by Project Cigna.
• Interfaces with the Quality Supervisor for all quality related issues and concerns.
• Interfaces with Project Cigna Reporting and Special Projects Group (ECHO) for other operational requirements and process improvement initiatives.
• Ensures daily, weekly, and monthly reports are submitted to the client on time.
• Submits every first week of the month to the Vendor Managers, the previous month’s Invoice and supporting details.
Others:
• Perform tasks assigned by the Senior Vice President for Operations from time to time.
• Prepare composite reports from the individual reports of subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements.
• Communicate and Coordinate with the other departments and Clients during the transition phase for smooth implementation of the program
• Responsible in hiring and recruiting key personnel of the program from both internal and external sources.
General Safety and Security:
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC

Quezon City, Bridgetowne ZetaPhilippines