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Operations Manager in Southborough, MA at AF Group

Date Posted: 4/6/2018

Job Snapshot

Job Description

Operations Manager



SUMMARY:



The Operations Manager is responsible for operational sustainability for a client or portfolio of clients in the Healthcare Insurance Software arena. This position is responsible for servicing and retaining existing client base across all divisions, as well as participating in the transition of new accounts from Implementation Teams. This position requires skills that support complex client requirements and the ability to build customer loyalty through client outreach, interaction, and continuous improvement of services.



RESPONSIBILITIES/TASKS:




  • Translates corporate and client needs into comprehensive project plans which ensure successful project completion and delivery.
  • Prepares periodic written reports for Leadership team regarding project and defect status and keeps Management informed of project direction and overall scope as applicable.
  • Oversees and ensures the accuracy of ticket triage and management, adjudication, and escalation processing.
  • Oversees SLA/PE and key indicator compliance by monitoring and auditing and is responsible for generating client SLA reports.
  • Resolves complex issues and mitigates escalations to the management team.
  • Works with clients and market facing stakeholders to understand product needs in order to act as an effective customer proxy within the company.
  • Work closely with internal matrix partners to ensure that all new product specific releases are of the highest quality.
  • Provides product expertise and input into internal and external communications, release notes, training, and implementation collateral.
  • Effectively leads client status meetings with management from various internal teams to assess status for multiple concurrent activities.
  • Maintains IkaSystems current book of business across multiple divisions by successful fulfillment of established client protocols.
  • Proactively manages client expectations and looks for opportunities to improve client satisfaction with the services provided by the company.
  • Delivers work-related reports with coinciding explanation of each to applicable clients.
  • Clearly communicates with external and internal clients and contacts to ensure both desired results and expectations mesh with the capabilities of company products and services.
  • Develops and strengthens relationships with internal/external stakeholders through both proactive and responsive customer contacts to maintain and develop preferred status by exceeding client expectations, fully understanding the client and developing an in-depth understanding of their plan operation, sensitivities, needs, and objectives.
  • Assists Account Managers with client invoicing activities by ensuring invoices are accurate, and with other duties as assigned.
  • Drives accountability and authentic commitment to inclusive environment in support of objectives.
  • Supports new and existing business development opportunities and activities.

    This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.



    EMPLOYMENT QUALIFICATIONS:





    EDUCATION:



    Bachelor's degree in Business, Communications, Finance, or a related field. Relevant combination of education and experience may be considered in lieu of degree. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.



    EXPERIENCE:



    Seven years multi-faceted experience in the insurance industry or relevant business experience which provides the necessary skills, knowledge, and abilities. Prior leadership role in a Health Plan environment and three to five years of experience in relationship management that directly aligns with the specific responsibilities is preferred.



    SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:




  • Ability to analyze information and to evaluate the implications of a course of action or solution.
  • Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form.
  • Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Strong interpersonal skills with a collaborative style.
  • Demonstrated ability to use sound judgment and discretion regarding confidential information.
  • Ability to find common ground and can gain collaboration amongst management, colleagues, and peers, and influence outcomes without directing or commanding.
  • Ability to manage a team of direct reports.
  • Relationship management skills.
  • A demonstrated track record of working with minimal supervision, being a self-starter, and working with others in a team environment.
  • A demonstrated track record of consistently meeting and/or exceeding performance expectations.
  • Strong implementation, problem solving, and analytical skills.
  • Possesses a bias for action and avoids workplace distractions.
  • Excellent project and time management skills.
  • Ability and proficiency in the use of computers and company standard software specific to position.



    WORKING CONDITIONS:



    Work is performed in an office setting with no unusual hazards. Travel is required.

    The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

    We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.







    EMPLOYMENT QUALIFICATIONS:





    EDUCATION:



    Bachelor's degree in Business, Communications, Finance, or a related field. Relevant combination of education and experience may be considered in lieu of degree. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.



    EXPERIENCE:



    Seven years multi-faceted experience in the insurance industry or relevant business experience which provides the necessary skills, knowledge, and abilities. Prior leadership role in a Health Plan environment and three to five years of experience in relationship management that directly aligns with the specific responsibilities is preferred.

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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