he Senior Operations and Program Manager has responsibility for managing the Patient Access and Engagement Outsourcing business, including financial outcomes, customer satisfaction and employee engagement. Ensures that all appropriate resources are available and utilized to maximize overall business management services and corporate profitability.
This position has the authority to substantially affect the relationship between the company and a client, either from a financial or services standpoint. This role is responsible for initial program development and implementation, as well as ongoing operations once implemented, including but not limited to effectiveness and output and making procedural changes that drive productivity and profitability where warranted. Utilizes their knowledge of the operations to maximize performance relative to client relationships, client satisfaction, desired survey results and client / company financial performance indicators. Responsible for leading, managing and developing other employees, including people managers.
Oversees operational teams responsible for the entire contact center outsourcing service offering for one or multiple clients.
Establishes strategic initiatives to ensure client metrics are met.
Interacts with Management and Clients regarding the management of accounts, including process effectiveness and other relevant service levels and benchmarks
Directs and controls activities for a broad functional area through several operational department managers with responsibility for workforce planning, implementing process improvement initiatives and staff development.
Lead the operational team in strategies associated with attaining ongoing client metrics, production, financial and other office / corporate goals through the effective management of resources
Direct, coordinate and evaluate performance of all operational functional areas: initiate corrective actions to improve performance deliverables and/or resolve issues as they arise
Ensure adherence to all aspects of state, local, and federal Billing Compliance policies
Maintain and enforce patient / client / employee confidentiality
Ensure appropriate, timely and accurate information is available for all clients
Develop expertise regarding clients and the market and their specific needs and requirements
Develop a competent supervisory team and business strategy to position the account for additional growth through the course of the implementation and term of the contract
Minimum Job Qualifications:
7+ years Revenue Cycle experience required
5+ years management experience required
2 years of Contact Center experience
Radiology Department Administrative experience within large Health System environment
Excellent communication and interpersonal skills required
Bachelor’s Degree or equivalent
BA in Health Care Administration, Education, Human Resources or equivalent experience preferred
Additional Preferred Skills and Knowledge:
Must be task oriented and have ability to prioritize multiple projects with competing priorities
Ability to analyze documentation and perform data analysis
Ability to work independently in fast pace environment
Solution oriented when managing workflow, client or internal obstacles.
Strong decision making, judgment and analytical skills
Ability to direct and collaborate with internal and external stakeholders
Ability to influence internal customers and key stakeholders
Effectively establish and build partnerships with external customers
Demonstrate ability to effectively lead team of direct resources
Additional Salary Information: Competitive salary and benefits
Internal Number: R10727
About Change Healthcare
Change Healthcare is a catalyst for your value-based healthcare system. We are a healthcare technology company that offers software, analytics, network solutions, and technology-enabled services to help create a stronger, more collaborative healthcare system. We help deliver measurable value not only at the point of care, but also before, after, and in between care episodes.