This position supervises a team of non-exempt associates within assigned unit in Operations. Monitors performance and productivity of individuals and the team and takes appropriate action to ensure department goals are met including, but not limited to regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. Manages payer, provider and patient complaint resolution. Consistently identifies areas of opportunity/process improvement within department and recommends solutions as necessary.
Works with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching (Ulysses methodology).
Supports management in driving strategic direction at the lead and staff level.
Support leads on escalated interactions, 2nd point of contact.
Works with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring.
Supports cross-functional process improvement efforts.
Keeps abreast of technological and industry developments
Processing of all direct reports timecards and ensuring all associates are completed.
Reward and recognize associates monthly for performance above and beyond expectations.
Perform interviews for new hires and tracking for all requisitions at the lead associate and associate level.
Reviews and adheres to all Company policies and procedures and the Employee Handbook.
Other duties as assigned.
Associate's Degree or the equivalent plus a minimum of one years of experience in a lead/supervisory role generally required. Demonstrated success in leading others. A minimum of 2 years of experience in operations, preferably in the medical, insurance or healthcare field is also required. Knowledge of Excel, Word and Outlook is also required.
CareCentrix maintains a drug-free workplace in accordance with Florida's Drug Free Workplace Law.
We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.