Senior Operations Manager

3 weeks ago


Baltimore, Maryland, United States Greenberg-Larraby, Inc. (GLI) Full time

About the Role:

We are seeking a highly skilled Senior Operations Manager to lead our healthcare program in ensuring performance metrics are met. As a key member of our team, you will oversee daily operations and maintain updated knowledge of performance requirements and corporate policies. Your expertise will be essential in providing assistance and updates to staff, evaluating the need for training, and collaborating with customers to ensure open communication and timely issue resolution.

Key Responsibilities:

  • Oversee daily operations to ensure performance metrics are met
  • Maintain updated knowledge of performance requirements and corporate policies
  • Provide assistance and updates to staff regarding policies and procedures
  • Evaluate the need for training to ensure staff maintains current knowledge
  • Collaborate with customers to ensure open communication and timely issue resolution
  • Address inadequate quality issues with supervisory and management teams
  • Monitor performance goals and objectives for staff and complete daily and weekly reports
  • Provide leadership on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels
  • Monitor call center compliance with ISO standards
  • Implement corrective actions to ensure consistent application of laws, regulations, policies, and procedures
  • Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed
  • Responsible for identifying and resolving issues, problems, and concerns with employees

Requirements:

  • Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience
  • Three (3) years of people management experience
  • Ability to obtain US Security Clearance
  • Experience in customer service, performance evaluation, and process improvement
  • Experience in large volume staff training and coaching

Preferred Qualifications:

  • Excellent written and oral communication skills

About Us:

We are Greenberg-Larraby, Inc. (GLI), a company dedicated to delivering exceptional healthcare services. Our team is passionate about providing top-notch support to our customers, and we are seeking individuals who share this commitment.



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