Manager, Non-Clinical Operations (Call Center) Who We Are: TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system. Position Summary: The Manager of Non-Clinical Operations (Call Center) is responsible for providing management, oversight, and guidance to the Operations/ Call Center team as it relates to day-to-day operations. Roles and Responsibilities: - Maintains and improves productivity and operations by monitoring performance:
- Identifying and resolving problems
- Preparing and completing action plans
- Completing system audits and analyses
- Managing associated process improvement and quality assurance initiatives
- Promote compliance with federal and state regulations and contractual client agreements.
- Facilitate on-going communication between clinical operations and utilization management staff along with the contracted clients, to include providers, practices, facilities and members as appropriate.
- Ensures that staffing levels are appropriate to meet the contractual obligations and regulatory compliance.
- Accomplishes human resource objectives by recruiting, selecting, orienting, training, and assigning. Coaching counseling and disciplining employees; administering schedules as appropriate; communicating job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Achieves organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
- Works with the Analytics and Finance teams to prepare statistical and narrative reports as requested by administrative staff on utilization patterns, expenditures by area and revenue stream, demographics of service delivery, and trending of expenditures by team.
- Assists in developing and implementing staff training and other programs to meet continuing education and contractual requirements.
- Leads and/or participate in various special project teams to address areas of concern.
- Participates in or conducts regular meetings with staff to ensure full understanding and buy-in for all Policies & Procedures (P&P).
- Participates as needed in all programs, licensure and other external audits and in the preparation of Corrective Action Plans (CAP).
- Available to all staff as a resource for operational questions.
- Enhance company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
- Follow company policies and procedures and conduct annual performance reviews in a timely manner.
- Respects and maintains HIPAA confidentiality guidelines.
- Other duties as directed.
Education, Experience and Licensure: - Bachelor’s degree in health-related field preferred. Minimum of 5 years in Call Center environment required to include employee management and operational performance.
- Excellent verbal and written communication skills.
- Strong leadership skills in the areas of staff development and performance improvement with demonstrated results.
- Ability to foster a cohesive working environment.
Preferred Skills: - Creates a Safe, Effective Environment, Verbal Communication, Listening, Confidentiality, Dependability, Emotional Control, Teamwork
- Strong organizational skills; commitment to customer service; ability to solve problems; strong presentation skills throughout all levels of the organization. Must be able to foster a positive and productive work environment with ability to lead, build teams and motivate staff. Proficient in Microsoft Word, Excel and Outlook.
- Strong Project Management skills and ability to influence others without direct authority.
TurningPoint Healthcare Solutions is an Equal Opportunity Employer.
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