The Assistant Manager is responsible for management of CSRs in the organization and development of high performing teams
Works closely with managers ensuring consistency in contact center set up
Facilitates effective interfaces among team members, as well as across teams, providers and departments
Responsible for the day-to-day implementation of member management services policies and procedures
Accountable for meeting the financial, operational and quality objectives of the unit
Essential Functions
1) Operational Efficiency
- Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
- Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams
- Initiate root cause analysis and monitor action plans for identified opportunities
- Provide effective coaching and feedback to Nurse Associates that enable them to improve their performance
- Work closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans
- Monitor efficiency and initiate control measures to minimize variances in workload over time
- Executive monthly, quarterly, and annual performance review of Nurse Associates and consequent development processes effectively
- Ensures the team's understanding and use of information system capability and functionality
- Ensure implementation and monitoring of best practice approaches and innovations to better address the Case Manager and Utilization Management Nurse Consultant needs across the continuum of care
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Effectively forecast and manage the process volume, allocation, and staffing following the Statement of Work on a daily basis
- Maintain accurate reporting and cascading of information to internal and external stakeholders
- Update mandatory process trackers and files for compliance purposes
- Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
- Oversee and facilitate implementation of updates management and training for new hires and/or team members
- Lead calibration sessions to ensure process knowledge alignment
- Monitor random transactions on an basis and take corrective steps where necessary or make incremental improvements
- May have responsibility for their own case load work
2) People Management
- Select staff using clearly defined requirements in terms of education, experience, technical and performance skills
- Formulate individualized plan with the CSRs/Nurse Associates to fully understand their career aspirations
- Develop a strong succession plan to encourage organic growth and facilitate “role ready” resources to ensures leadership continuity internally
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
- Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance
- Initiate engagement activities such as Monthly Townhall, Team building, and Internal group sessions to promote camaraderie within the department
- Lead change efforts while managing transitions within a team
- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
3) Client Satisfaction
- Supervise the implementation of contact center management services
- Ensure business goals are met and compliance with policies and procedures is maintained
- Protects the confidentiality of member information and adheres to company policies regarding confidentiality
- Handle client feedback and escalations
- Promotes communication, both internally and externally to enhance effectiveness of medical management services
- Produce monthly or weekly dashboard/business reviews in partnership with support teams
- Client interaction such as touch base, business reviews, and calls where Assistant Manager involvement is required
Any graduate with call center experience
