Leads and directs team(s) responsible for member outreach and scheduling of member visits across all lines of business and states
Participates with senior leadership to establish strategic plans and objectives
Contributes to overarching strategy to provide quality and cost-effective member care
This position will support operations until 7pm PST and some weekend work
Directs member outreach team operations to ensure successful member engagement and scheduling of member visits
Implements direction and performance standards to ensure that goals are achieved
Manages and evaluates performance of various clinical outreach management activities
Aligns with leadership, to ensure operational goals and objectives for outsourced operations are understood and met
Ensures services provided to members are compliant with contractual expectations and specific regulatory requirements
Demonstrates proficiency in execution of procedures, protocols, benefits, and services
Assists with training of new leaders/employees as needed
Demonstrates flexibility in meeting changing performance objectives consistent with department objectives
Develops standardized methods of improving production, quality and efficiency with vendor and internal partners
Utilizes Genesys and Epic platforms to meet business objectives
Ensures coverage of all operating hours and the ability to work any business hours, including weekends and some holidays, as needed
Ensures internal partners receive operational issue support
Produces solutions to problems or issues before making decisions, calculates risks for authority level and takes decisive actions where necessary - ensuring that guidance or action keeps with policy and procedural standards
Schedules and reviews project tasks to ensure high quality product is delivered on time and within budget
Expands employee performance levels and ensures retention of high performing employees
Accurately projects resource needs to ensure timely hiring and training of staff
Demonstrates responsibility for vendor development of process improvement requirements, manages communications related to initiatives, and acts as process champion of initiatives
Develops executive presentations as needed for review of vendor performance
Engages in training activities and outcomes
Determines quality measures for success
Designs standardized protocols, develops policy, and ensures timely implementation
Ensures monthly auditing occurs with appropriate follow-up
Facilitates and participates in committees, task forces, work groups, and multidisciplinary teams as needed
May be required to travel as needed
Требования
At least 8 years health care experience supporting clinical and contact center operational activities, or equivalent combination of relevant education and experience
At least 3 years health care management/leadership experience
Experience managing process improvement activities
Ability to work cross-collaboratively across a highly matrixed organization
Team building and conflict resolution skills
Excellent verbal and written communication skills
Microsoft Office suite/applicable software program(s) proficiency
License must be active and unrestricted in state of practice
Условия
Pay Range: $97,299 - $189,732 / ANNUAL
Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level
