Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Manager for Provider Data Operations supporting health insurance providers. Overseeing daily operational tasks, team performance, and process improvements in a fast-paced environment.
Responsibilities
- Manages inbound requests for Provider Operations tasks including the daily Intake of tasks received from Provider Network and ensures timely completion of those tasks with minimal re-work.
- Identifies opportunities for increased efficiency while maintaining high quality standards in alignment with company goals, regulatory compliance, and security requirements.
- Establish clear and quantifiable policies & expectations for department Team Members related to productivity and quality of work in accordance with company goals and compliance requirements.
- Maintain visibility of daily production activities including volume of work, completion times, and quality of outcomes through Individual and aggregate Team Performance Reporting.
- Complete tasks and assignments on time and within established service level agreements.
- Meet with Team Members no less than monthly to discuss team performance and address trends requiring improvement.
- Recognize and reward employees for accomplishments and leverage performance improvement plans to ensure accountability as needed.
- Collaborate with Stakeholders across the operations to implement process improvements across teams.
- Establish individual performance goals for all team members.
- Attend meetings and communicate relevant changes and updates as appropriate.
- Hire, coach, and develop staff for advancement.
- Attend to any human resource related matters within area of responsibility by collaborating with Sr. Leadership, Employee Connect, and HRBP
- Collaborate with Operational Audit, Policy & Process Documentation, and Training Delivery Teams to ensure Job Aids, Training Materials and available tools and reference guides are aligned with the production environment and useful to team members.
Requirements
- Moderate experience working with MS Office Suite to include adding/deleting rows/columns, creating simple formulas, creating standardized reports, and creating letters/memos.
- Experience reading and interpreting data, identifying trends, recommending proactive solutions, and effectively communicating them to senior management.
- Prior experience in a management role providing team leadership of exempt and non-exempt staff, including experience administering performance reviews, coaching, and disciplinary action, as well as conducting interviews, hiring, employee on-boarding, and terminations.
- Experience evaluating risk, making sound decisions, and solving problems quickly and effectively.
- Experience in an Operations area, managing high volume and complex repetitive tasks, in quality driven environment.
- Experience dynamically adjusting day to day operations and effectively leveraging resources to accommodate unexpected, time sensitive tasks.
- Previous experience managing competing priorities with effective communication.
- Associate Degree from an accredited institution or equivalent experience.
Benefits
- medical
- dental and vision coverage
- incentive and recognition programs
- life insurance
- 401k contributions
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