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Healthcare Operations Manager

2 months ago

Bloomington, Illinois, United States CNSI Full time
Job Summary:

This position serves as the day-to-day facilitator of operational activities for the assigned contract or program, ensuring operational tasks are performed in accordance with service level agreements and assisting with managing the communication channels associated with internal and external stakeholders, allowing for timely request fulfillment, aligned operational expectations, and synchronized awareness of operational status for the contract.

Key Responsibilities:
  • Develop and strengthen relationships within a client program for the client.
  • Identify current and future service requirements by establishing personal rapport with key individuals who understand service requirements.
  • Serve as subject matter expert to clients by providing product functionality training and service information associated with the applicable division.
  • Demonstrate the impact of the company's services for cost reductions and operations improvements.
  • Speak regularly with clients to provide operational updates, product updates, technical support, and other account-related reports.
  • Work directly with operations team to ensure adherence to contract requirements and SLAs. Track progress towards deliverables and operational milestones to provide weekly updates to management for review.
  • Prepare and maintain monthly operational reports required for delivery to client based on contract performance in operational areas associated with the management of the contract.
  • Provides billing information to finance department to ensure accurate and timely payment from clients.
  • Responsible for gathering information associated with business requirements and proposals for client and presenting the information to the company's management for pricing strategy.
  • Coordinate ad-hoc requests with the appropriate operational group and provide deliverables directly to the client.
  • Facilitate the implementation process, connect operations, finance, and clinical areas to the new client. Serve as key member of the implementation team, acting as implementation manager as needed.
  • Work directly with account management team to identify up-sell and new business opportunities within current client base.
  • Develop and strengthen relationships within the pharmacy-related program for the client.
  • Identify current and future service requirements by establishing personal rapport with key individuals who understand service requirements.
Requirements:
  • High school diploma or GED equivalent is required.
  • Minimum of 2-3 years of experience in healthcare field.
  • Minimum of 2-3 years of experience business process analysis and improvements.
  • Public and private sector healthcare experience and/or has been involved in providing services to government or commercial programs.
  • Minimum of 1 year of Experience with Information Technology systems and software development lifecycle.
  • Experience in the Medicaid sector with UM/CM software platforms.
  • Travel up to 25%.
Preferred Qualifications:
  • Associate's or Bachelor's degree from an accredited college/university.
  • Proven history in successfully managing multiple projects/client contracts utilizing project management methodologies.
  • Knowledge of Technical Project Management processes.
  • Strong knowledge of Microsoft products.
  • 2 years of managing Software as a Service strongly preferred.
  • Experience in identifying appropriate business needs of client.
  • Strong ability to communicate at all levels (staff, executive suite, and external clients).
  • High organizational and tracking skills.
  • Knowledge of U.S. healthcare industry with concentrated experience in State Medicaid sector.
  • Demonstrated high-level achievements in client relationship building and incident escalation management.