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Job SummaryThe Supervisor, Central Support Operations is responsible for assisting the Central Support Operations management in the day-to-day operations of the Central Support team. Specifically, this role focuses on colleague education and adherence to departmental procedures, policies, scripting, and documentation requirements, as well as quality and productivity standards. The Supervisor, with direction from Managers, ensures adequate daily staffing coverage and monitors attendance activities of assigned colleagues. This role is accountable for delivering consistency on the above mandates across the colleague base and at the colleague level. Execution of the core job requirements will contribute to the overall delivery of the core internal and external service levels. The position may also be asked to assist management in departmental governance including the establishment, maintenance, and documentation of departmental policies and procedures and ensures these policies and procedures reflect naviHealth’s organizational mission and goals.Responsibilities
Participate in recruitment, interview, and hiring processes.
Slate, align resources (Central Support Coordinator level IIs), and deliver training to new and existing colleagues.
Maintain expert knowledge of all applicable client processes, contractual requirements, databases, compliance, data integrity, and security requirements.
Adhere to and demonstrate knowledge of organizational, departmental, and regulatory policies and procedures. Responsible for adherence to same colleague base.
Maintain knowledge about each health plan’s requirements for data integrity along with CMS and NCQA requirements. Secure electronic medical record access and health plan portal access as needed.
Organize, plan, and prioritize daily work for the assigned team to ensure adequate phone, fax, and correspondence coverage is available for all client contracts. This includes proactively managing scheduled and unscheduled time off.
Troubleshoot support staff technological issues prior to submitting tickets to the naviHealth IT Help Desk.
Review and approve timesheets and PTO requests for assigned colleagues in coordination with Managers.
Utilize monthly dashboards, quarterly reports, and other reports as needed to ensure end-user colleagues are executing the daily work mandates as required to serve internal and external service levels and metric targets. This includes holding 1:1 performance management sessions with the colleague base.
Direct day-to-day operations at the colleague level, assigning and coaching colleagues as needed, to ensure service level and quality standards are met.
Monitor departmental quality including adherence to scripting and non-clinical limitations in utilization management decisions.
Assist management with departmental policy development and documentation and ensures distribution, delivery, and implementation.
Assists Sr. Manager and Corporate Implementation Team with select functions tied to new-client onboarding.
Escalate issues prohibiting or restricting service standards regarding but not limited to technology, service standards, and productivity to management and appropriate naviHealth resources.
Promote a positive attitude and work environment.
Perform other duties and responsibilities as required, assigned, or requested.
Qualifications
High school diploma or GED required; Associate Degree or higher from an accredited college preferred
At least 3 – 5 years of healthcare operations or administration experience to include demonstrated leadership preferred
Experience in a healthcare setting strongly preferred
Familiarity with medical terminology and HIPAA laws strongly preferred
Excellent written and oral communications skills
Must be able to prioritize, plan, and handle multiple tasks/demands simultaneously
Demonstrated critical thinking skills
Creative thinking and problem-solving experience with the ability to consider impacts of decisions or actions
Ability to verbally articulate and communicate with Sr. Manager, team members, and customers
Extremely detail-oriented
Ability to correctly interpret data and information in the nH Coordinate system
Proficient with Microsoft Office applications including Word, Excel and PowerPoint
Experience working in a call center and intake environment
Independent problem identification/resolution and decision-making skills
Ability to use various office equipment, such as copier, fax machine, telephone and scanner
Typing speed and accuracy-at least 50 wpm
Advance reporting and analytics skills to identify trends
About naviHealthnaviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com.Our PurposeImproving the healthcare experience for seniors to live a more fulfilling lifeOur ValuesRooted in respectGuided by purpose Devoted to service Energized by impactThe above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.Requisition ID: 2020-3800 Street: 210 Westwood Place Location Type: Field / Office / Virtual: Corp Office
Vacancy expired!