Supervisor Operations Performance (Remote)

Job Summary

The Supervisor, Operations Performance plans, directs and coordinates the operations of their department. The role is responsible for ensuring and improving the performance, productivity, efficiency, and profitability of departmental and organizational operations through the provision of effective methods and strategies.

Major Responsibilities/Activities

• Works closely with Operations Performance Analyst (OPA), Client Success Executives (CSE) and operation leadership to develop, modify, streamline, and enhance business operations.
• Oversee the day-to-day business operations of team including but not limited to monitoring KPI metrics for clients, auditing of process audits and deliverables.
• Address required changes in goals or business objectives resulting from current business and market changes.
• Provide leadership for companywide mission of continuous quality and process improvement strategies that leads to greater efficiency, teamwork, and cost savings.
• Direct and coordinate department meetings, corporate directives, and projects to further attain business goals and objectives.
• Formulate, develop, implement, and review a broad variety of policies, standards, and outcomes to assure that services are effectively and efficiently provided to our clients.
• Perform analyses of business activities, costs, operations and forecast data to determine department’s progress toward business effectiveness.
• Formulate company short- and long-term goals and objectives including strategic planning.
• Identify areas that need improvement. Recommend and implement techniques to improve departmental policies and practices to increase efficiency.
• Manage the employee performance review process.
• Approach all responsibilities with a primary focus on operational metrics; develop and communicate innovative ideas to improve overall operational metrics by increasing team performance while cutting costs, and by providing industry-leading customer service.
• Plans QA processes and defines acceptance criteria that will assist program managers with project deliverables.
• Participate in cross-functional meetings to provide input on client issue resolution and continuous improvement efforts.
• Partners with process owners to ensure proper documentation of existing & enhanced processes are in place.
• Assists teams in organizing projects to clearly define, communicate and meet goals.
• Acts as liaison with corporate revenue cycle management and information technology personnel to mature operations toward “model” optimization.

Other Responsibilities/Activities

• Identifies and communicates ideas for improved efficiency and performance
• Provides backup support to other supervisors throughout the company
• Completion and/or involvement in special projects
• Participation in relevant meetings and company-sponsored events
• Recognizes/rewards top performance of subordinates

Performance Success Factors

• Ensures that established goals for department’s quality and productivity are achieved or exceeded in an environment where demands and expectations will be increasing, and creative solutions may need to be identified.
• Continuous improvement focus, especially in areas where technology can provide efficiencies
• Leads and performs by example to promote cross-functional teamwork and unity
• Leads and motivates staff to achieve optimum performance in the areas of quality, productivity, teamwork across department lines, attendance, attitude/behavior, and company values. Quality and productivity standards should be met or exceeded.

Requirements

Required Education, Skills, & Experience

• Associate degree in business administration, Healthcare or related field or high school diploma with comparable work experience
• 1 or more years of supervisory experience or other relevant leadership experience
• 1 or more years of experience with medical billing, insurance, or in other healthcare financial areas.
• Experience in non-healthcare high-volume receivables will also be considered.
• Demonstrated ability to lead and motivate diverse staff in a positive and effective manner
• Excellent written and verbal communication skills with the ability to communicate with peers,
• supervisors, managers, clients, vendors and team members in a professional and respectful manner
• Strong analytical and critical thinking skills with the ability to improve processes, solve problems, and provide innovative solutions with little direction
• Demonstrated ability to multi-task and work with cross-functional teams
• Must be able to give and receive positive and negative feedback in a consistent, professional, and respectful manner; includes difficult or sensitive topics/conversations, applying disciplinary action, resolving escalated issues, employee conflicts, etc.
• Proficiency with Microsoft Office programs; strong level of Excel experience including formulas and pivot tables required
• Willing and able to work extended hours to support business needs
• Strong listening, decision-making, time management, communication skills, problem solving and innovative solutions with little supervision.
• Capable of handling multiple and complex tasks simultaneously, meeting deadlines and working efficiently, while contributing to a cross-functional team environment.
• Strong sense of confidentiality and professionalism regarding financial information.

Preferred Education, Skills, & Experience

• Associates degree or higher
• Demonstrated knowledge of HIPAA, Medicare, Medicaid, and commercial insurance.
• Prior experience with medical billing, insurance, or other third-party processing areas.

Working Environment/Physical Requirements

• General office environment and/or remote office environment
• Frequent typing/data entry
• Sitting for long periods of time, some standing
• Use of basic office equipment such as PC, fax, printer, copier, telephone, scanner