DRUG & HEALTH SERVICES
The Operations Manager is responsible for the daily production of drug and health services team members whose primary responsibilities include resolving incoming result exceptions, entering and reviewing results for accuracy, administering Federal and non-Federal random drug and alcohol programs, preparing client billing files, vendor invoice reconciliation, aged order management and supporting onshore clients as per their stated guidelines. Ensure that the business unit productivity, quality assurance standards and client specific guidelines are met.
Accountable for team's quality and production goal requirements; provide leadership and guidance to team members in meeting team SLAs.
Prepare and analyze department metrics using daily/monthly operational reports and spreadsheets. Identify gaps and areas of concern and make recommendations for improvement.
Works cross functionally with management and team to improve process flows or suggest application enhancements. Displays alignment to profitability and supports Sterling's goals and values. Leads team to compliance with policy and procedure.
Manages and resolves difficult customer situations and escalates to management appropriately. Responds promptly to customer needs; solicits customer feedback to improve service; works with integrity and in an ethical manner; maintains confidentiality and coaches team to do the same.
Conduct regular performance and career path discussions coaches team members to maximize performance and achieve career goals; addresses performance concerns and involves management and Human Resources as required. Reviews and approves timesheets, attendance issues and requests for PTO. Schedules time off within team around business needs.
Reviews and maintains department SOPs. Communicates process changes affecting the team and business.
Holds team meetings regularly. Establishes cross training within unit and fully understands each process or sub-process.
Focuses on solving conflict and providing solutions. Accepts responsibility for his/her own performance and contributes to building a positive team atmosphere.
Establishes solid internal and external relationships. Actively participates in meetings as needed.
Leverage vendor relationships and partner with other areas of the business (Product, Finance, Account Management, IT)
Bachelor's degree in business or a related field
Minimum two (2) years related experience in a people manager role is required.
Proven track record of coaching and mentoring employees to success.
The Operations Manager will be expected to have a working knowledge of Drug & Health Services within 90 days of hire.
Must be detail oriented and professional. High level of accuracy. Must have excellent oral and written communication skills.
Capable of handling difficult or challenging situations.
Prior drug testing knowledge or related experience.
This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be inclusive of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.
Sterling Testing Systems