Operations Supervisor

Job Summary:

Supervises strategic business planning and development by driving and influencing the application of strategies for gathering of data to achieve business objectives and informing key business decisions. Leads project execution and management by overseeing direct team members collaborations with stakeholders across teams and applying strategies to ensure expectations are met. Supervises process monitoring and improvement by supervising team members to perform routine and complex processes and defining requirements. Promotes legal, regulatory, and compliance adherence by supervising teams to ensure others are provided with information on new or updated organizational and departmental policies, guidelines, and procedures. Supervises the development of policies and procedures by implementing and enforcing organizational policies and procedures pertaining to applicable functions and scope. Supervises training efforts for customers by supervising team members who develop training requirements to ensure compliance with regulatory and internal standards.

Essential Responsibilities:

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Supervises strategic business planning and development by: driving and influencing the application of strategies for gathering data via interviews, surveys, focus groups, and databases and defining initiatives to achieve business objectives, which may include: writing grant proposals and conducting and publishing research, and informing key business decisions; organizing, leading, and defining project inputs, requirements, potential risks, and success metrics in strategic business objectives and outcomes, as well as supervising individuals who complete similar work; and supervising team members to collaborate cross-functionally to align on the project scope, and a wide range of project deliverables and timelines for team initiatives.
• Manages project execution and management efforts by: establishing standards for leader and team accountability during collaborations with stakeholders across functions and/or organizations to ensure the projects execution and project-based changes are implemented; influencing the development of strategies to ensure expectations around tracking, reporting, and coordinating project-related activities are met and risks and issues (e.g., financial forecasting) are identified and escalated, and guiding others in the department to do the same; and driving and influencing the development of strategies focused on client and stakeholder relationships to ensure that all project-related expectations are clarified, understood, documented, met (e.g., coordinating logistics, and preparing meeting agendas and materials), and guiding others in the department to do the same.
• Drives process monitoring and improvement by: leading supervisors and managers to connect the teams process to up and downstream processes and defining process requirements using strategic intent; managing team members to maintain, optimize, and transform highly complex and long-term processes to increase efficiency of systems, which may include: maintaining benefit plans, ensuring new benefit plans or changes to existing benefit plans have been implemented successfully; managing team members to develop research plans that identify new and/or existing business operating models and innovative approaches to solutions support (e.g., new care delivery models, improving access to care and clinical care delivery); influencing the development of strategies to collect data to determine the nature and requirements of process related improvements; managing stakeholder engagement and communication throughout projects to ensure teams are aligned to gather information and implement process improvements; and managing the preparation of documentation to communicate updates, changes, or adjustments to function-wide systems, processes, accreditation, or compliance.
• Promotes legal, regulatory, and compliance adherence by: supervising teams to ensure others are provided with information on new or updated organizational and departmental policies, guidelines, procedures, which may include: conducting bill/claim audits, assessing policy/procedure violations to claims, recording audit findings; and coordinating a wide range of complex project related work in accordance with established federal, state, and local policies, guidelines, procedures, laws, regulations, collective bargaining agreements, and within established service expectations (e.g., federal, state and contractual leaves of absence, Americans with Disabilities Act Amendments Act, Workers compensation, and Return to Work issues to employees and managers).
• Supervises efforts to develop policies and procedures by: implementing and enforcing organizational policies and procedures pertaining to applicable functions and scope so that they reflect best practice, quality, and adhere to regulatory requirements; and supervising team members who apply strategies to write internal, function-level policies that adhere to departmental, organizational, and industry guidelines, and standards.
• Supervises training efforts for customers by: supervising team members who develop training requirements to ensure compliance with regulatory and internal standards; supervising team members who develop training programs for stakeholders and ensuring relevant training certifications are up to date and valid; and coordinating the development of a wide range of complex project-based training curriculum for a wide variety of operations related activities.