Operations Manager
This position does not have direct reports at this time however will coordinate matrix relationships within the Contact Center to operationalize initiatives. This position is client facing and will be the liaison between Service and Sales and Marketing.
Key Responsibilities:
Responsibilities include, but are not limited to:
- Represents the operations team in business requirements sessions with Marketing, Sales, and other internal and external departments/vendors/clients.
- Manage Service performance guarantees
- Manages achievement of service level goals and key performance metrics in compliance with organizational and regulatory requirements.
- Respond to RFPs and RFI’s accurately and timely
- Collaborate with Workforce Management to successfully size and implement new Service products offerings efficiently and effectively
- Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.
- Marshal resources (people, material, support) to get projects and initiatives implemented
- Deeply understand the business case for proposed services and initiatives including cost/benefit estimates, trends, analysis, service industry best practices, and product development timelines
- Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures to achieve operational efficiencies
- Communicates, implements, and interprets corporate and departmental policies and procedures
- Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence and site visits
- Approves special consideration and handling for manager exceptions
- SME to provide guidance and direction on researching and resolving highly escalated issues
- Develops, implements and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.
- Responsible for preparation, planning and execution of client, broker, vendor and sales presentations, site visits and tours.
- Act as a coordination point with Contact Center Leadership on driving improvement across key performance areas such as FCR, Resolution, Escalations, Campaigns
- Other duties as assigned
- Undergraduate degree required, preferably in business administration
- A minimum of three (3) years of managerial experience. In lieu of a degree, five (5) to seven (7) years of management experience is required
- Health Insurance experience preferred
- Prior experience working with Sales and Marketing leadership
- Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products
- Strong written and verbal communication skills to clearly and succinctly deliver desired messaging
- Must have a thorough understanding of benefits and claims processing functions.
- Strong decision-making skills, ability to resolve complex issues with minimal assistance
- Proficient level knowledge with Microsoft Office including MS Access, Excel, Word and PowerPoint, and Tableau experience preferred.
- Possesses superior analytical, communication and interpersonal skills
- Ability to work in a fast-paced environment
- Demonstrates ability to master database hierarchies and identify and extract data needed to solve business questions and identify trends
- Possesses superior analytical, communication and interpersonal skills
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.