| Supervisor, Configurations and Notifications 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 Supervisor, Notifications & Configuration is responsible for leading the daily operations of the Notifications and Configurations team within the Non-Clinical Operations department. This role oversees a team responsible for notification processing, correspondence template management, system configuration, production support, and mailroom operations that support TurningPoint's utilization management programs. The Supervisor ensures client and member notifications are accurate, timely, compliant, and generated in accordance with client-specific requirements, regulatory standards, and internal service level expectations. This leader partners closely with Clinical Operations, Technology, Product, Client Implementation, Quality, and other business stakeholders to support operational readiness, system enhancements, production support, and continuous process improvement. The ideal candidate is a collaborative leader with strong operational, technical, and analytical skills who is passionate about developing high-performing teams, improving operational efficiency, and delivering exceptional service to both internal and external customers. Roles and Responsibilities: Leadership - Lead, coach, and develop a team of Notifications Associates and Configuration Associates to achieve departmental objectives.
- Establish clear performance expectations related to productivity, quality, customer service, and turnaround times.
- Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and career development planning.
- Foster a culture of accountability, collaboration, continuous improvement, and operational excellence.
- Assist with recruiting, onboarding, scheduling, training, and cross-training of team members.
- Manage staffing levels and workload distribution to ensure appropriate operational coverage.
Operations - Oversee the daily processing of notifications, correspondence generation, template management, and system configuration activities.
- Ensure notifications and correspondence are accurate, compliant, and delivered within established service level expectations.
- Oversee the creation, maintenance, and governance of client correspondence templates and notification configurations.
- Review and approve configuration changes and template updates prior to production deployment.
- Monitor automated notification workflows and proactively identify, troubleshoot, and resolve production issues impacting correspondence generation.
- Ensure operational documentation, configuration standards, and template libraries remain current and well maintained.
Process Excellence - Monitor daily operational performance, productivity, quality, service levels, and turnaround times.
- Analyze operational trends and implement corrective actions to improve efficiency, quality, and customer satisfaction.
- Develop and maintain departmental policies, procedures, and standard operating practices.
- Lead continuous improvement initiatives focused on workflow optimization, automation opportunities, and operational scalability.
- Ensure compliance with HIPAA, regulatory requirements, client contractual obligations, and company policies.
Production Support - Serve as the operational lead for notification and configuration-related production support activities.
- Partner with Technology, Product, and business stakeholders to identify, investigate, and resolve production issues affecting notifications and correspondence.
- Coordinate validation of configuration changes following system releases or production updates.
- Monitor production performance and recommend enhancements to improve reliability, efficiency, and accuracy.
Collaboration - Partner with Clinical Operations, Technology, Product, Client Implementation, Compliance, and Quality teams to support operational priorities.
- Coordinate notification and configuration activities supporting new client implementations and ongoing client enhancements.
- Communicate operational risks, project status, and implementation readiness to leadership.
- Serve as the operational subject matter expert for notification workflows, correspondence management, and system configuration.
Performance Management - Monitor and report departmental key performance indicators, including:
- Productivity
- Quality
- Turnaround times
- Notification accuracy
- Configuration accuracy
- Production defects
- Service level attainment
- Utilize operational data and reporting to identify trends, improve workflows, and drive continuous improvement initiatives.
Other Responsibilities - Support departmental and organizational initiatives as assigned.
- Participate in business continuity planning related to notification and configuration operations.
- Assist leadership with operational reporting, workforce planning, forecasting, and strategic initiatives.
Education, Experience and Licensure: - Bachelor's degree preferred; equivalent combination of education and experience will be considered.
- Three (3) to five (5) years of experience in healthcare operations, customer operations, notifications, system configuration, or related operational support.
- One (1) to three (3) years of leadership or supervisory experience.
- Strong organizational, analytical, and problem-solving skills.
- Excellent verbal and written communication skills.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
Preferred Education, Experience and Licensure: - Experience supporting healthcare utilization management, managed care, or payer operations.
- Experience with correspondence management, document automation, workflow systems, or system configuration.
- Working knowledge of HIPAA and healthcare regulatory requirements.
- Experience supporting enterprise operational systems and production support processes.
TurningPoint Healthcare Solutions is an Equal Opportunity Employer.
|
