Inovalon

  • Call Center Operations Manager

    Job Locations US-TN-Nashville
    Requisition ID
    2018-8831
  • Overview

    Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action.

    We are currently recruiting a dynamic Operations Manager to join our team within the Non-Clinical Operations department. The Operations Manager will lead communication between team members, identify and lead resolution of issues for internal and external stakeholders, serve as a product line expert, and support the development and implementation of operational policies, procedures, and strategies to enhance efficiency.

    Responsibilities

     

    • Serve as product line expert regarding the Inovalon medical record review (non-clinical) and Star and Prospective Advantage processes;
    • Ability to provide actionable insights based on clear understanding of business objectives to meet deadlines while maximizing client value;
    • Oversee and direct execution of the service delivery process across all Company product lines; track project from activation to completion;
    • Capacity to interpret data and recommend action on a variety of analysis; review daily reports related to completion percentages, project priorities and deficiencies;
    • Display a flexible and creative approach to problem solving;
    • Ability to suggest innovative ways to improve operations and processes;
    • Capacity to manage multiple projects at one time with the ability to complete projects on time and within budget i.e. overtime, travel, recruiting, etc.;
    • Effectively communicate project targets and strategies to direct reports on a regular basis;
    • Develop and implement operational policies, procedures, and strategies which enhance efficiency and customer satisfaction i.e. update current SOP’s, policies, procedures to align with business requirements;
    • Provide active assistance in resolution of customer questions and service issues escalated by Client Service Managers or other personnel; build rapport with client service teams and attend client calls to provide operational support;
    • Act as operational liaison between the operational staff and other functional areas such as human resources, finance, specialty teams and information systems;
    • Lead daily communication between Operation Supervisors and support allocation of Inovalon staff resources in coordination with workforce planning;
    • Collaborate with Workforce Planning and development teams to ensure proper hiring and training of operational staff;
    • Manage appropriate quarterly promotion pay adjustment process i.e. submit forms, update Oracle with promotion/pay raises and supervisor changes;
    • Work in conjunction with Supervisors regarding associate disciplinary action; Developmental Action Plans; Performance Improvement Plans; Security/HIPAA violations;
    • Oversee mid-year and year-end review processes;
    • Provides leadership, coaching, and guidance on a continuous basis to direct reports;
    • Leverage innovation in the Operations Department i.e. attend team meetings, stimulate creative thinking, brainstorm to generate new ideas, foster open communication;
    • Identify and lead resolution of technical and non-technical problems with arise during all operational processes; and
    • Manage support teams as necessary.

    Qualifications

     

    • 3-5 years of management experience; preferably in a call center management environment, Bachelor’s degree in Business Administration or related field;
    • Advanced knowledge of Microsoft Office applications including Excel and Outlook;
    • Project management experience preferred; PMP a plus;
    • Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations;
    • Professionally skilled in verbal and written communication; and
    • Meticulous organizational skills, with the ability to multi-task, and ability to make sound decisions in a timely and independent manner.

     

    Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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