GENERAL SUMMARY
Responsible for the management, coordination and implementation of a broad range of projects and programs in direct support of the service center management team, as well as, the day-to-day management of service or business units to meet or exceed customer service requirements and business objectives with the CWCS First Script PBM products.
ESSENTIAL RESPONSIBILITIES
- Assumes responsibility for programs and projects, at the direction of the service center management team, through the analysis, implementation and evaluation phases. May directly manage/coordinate such projects after implementation or may delegate that responsibility to other persons as appropriate. Performs data analysis and develops summaries and/or recommendations on programs and projects for the service center management team.
- Builds and administers a business plan to meet or exceed goals.
- Coordinates resources (financial, capital, human, etc.) to ensure that programs and projects have sufficient means to meet/exceed expectations.
- Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations/forecasts regarding call volume and staff schedules. Provides accurate and pertinent data to Director for use in strategic and tactical planning.
- Recruits, develops, and motivates staff. Initiates and communicates a variety of personnel actions including employment, termination, performance reviews, salary reviews, and disciplinary actions.
- Resolves member, provider, and staff complaints, issues, and concerns. Serves as the focal point for all issues relative to the team’s customers; fosters collaborative relationships with internal and external customers.
- Provides input into the development of the service center budget; manages the budget and controls expense while meeting operations, financial and service requirements.
- Rewards employees based on the development and utilization of required skills and competencies that contribute to the achievement of business objectives.
- Maintains a positive work environment and structure that supports self-directed teams and optimizes the experience, skills, knowledge and capability of the team.
- Performs other duties as required.
Qualifications:
JOB SPECIFICATIONS
- Bachelor’s degree or equivalent experience.
- Significant experience (usually 6-7 years) with management responsibility preferrably in health care. Previous experience with Coventry Workers' Comp Services First Script products & processes a plus. Experience in managing cross-functional, self-directed teams preferred.
- Six Sigma Green Belt preferred.
- Management of inbound customer service call centers preferred.
- Knowledge of queuing theories, work force scheduling, and telecommunications.
- Demonstrated leadership and motivation skills.
- Ability to initiate and drive change; demonstrated results-driven approach.
- Demonstrated process and project management ability.
- Ability to develop and implement service strategies for internal and external customers.
Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.
Job: First/Mid Level Officials and Managers
Primary Location: Tucson, AZ, US
Organization: 43007 - First Script Network Services
Schedule: Full-time
Job Posting: 2013-02-11 00:00:00.0
Job ID: 1310470