Senior Manager/Director, Health Center Operations
Summary: The Senior Manager/Director, Health Center Operations is an experienced professional who will lead the call center to optimize operational and financial goals through a Best in Class business. This analytical and process driven individual will possess expertise in the management of lifestyle/behavioral coaches. In addition, the Senior Manager/Director will demonstrate expertise in the supervision of interactive client communication (outbound, inbound), strategic leadership, and management of fast-paced growing call center(s). The Senior Manager/Director is responsible for implementing and evaluating health sciences and lifestyle behavior protocols, theories, and methodologies. The Senior Manager/Director is responsible for all aspects of Call Center management, including hiring, training, and developing Health Coaches, establishment and achievement of goals, and maintenance of an effective reporting system for staff productivity. The Senior Manager/Director will assure adequate staffing and provide direction and leadership for the Call Center on a daily basis. Supervision: The Senior Manager/Director supports multiple frontline managers as well as supervisors (approximately 10) and Health Coaches (approximately 100 and growing). Reports to: Vice President of Operations who is responsible for health coaching and customer service business units Essential Duties and Responsibilities: Develop results driven strategy and program design for coaching metrics, calling protocols, performance guarantees Build and assess an infrastructure focused on the delivery of quality outcomes as reflected through attainment of health goals as well as client satisfaction surveys Provide quality deliverables reflected through systems audits, performance management and improvement, reporting, and analysis Develop processes for Quarterly Performance Evaluations, Skills Inventory Management, Performance Improvement and Progressive Coaching Management, goal and expectation setting, and annual reviews Oversee daily operations including recruiting, hiring, training, staffing, evaluating, progressive discipline, and succession planning Develop and maintain on-going training plans and readiness campaigns for client accounts Create weekly, monthly and quarterly incentive initiatives Present monthly business performance standards to superiors, representatives, clients, and client services\Proactively communicate and participate in weekly departmental meetings, client conference calls, weekly account team meeting and monthly account reviews Manage Coaching Methodology Implementation: Collaborates with Business Leaders, Sales, Account management and Product Manager’s in the development of health coaching tools, relating to evidence based health science models, including but not limited to: Tran-theoretical Theory, Motivational Interviewing, Social Cognitive Theory, the Health Belief Model, and Values Theory Collaborates with Business analyst in the development of health coaching protocols that support benefit analysis of outcomes related to health risk factors In conjunction with Sales Team on industry research, identifying latest health trends and protocols, with regard to health coaching Education/Experience Requirements: Required Experience, Skills and Education: Minimum 5-7 years related experience leading fast-paced and growing call center environment/operations. Health coaching certification preferred (CHES, ACSM, WellCoach, RD, RN) Understanding of Call Center practices, metrics and key performance indicators as well as the ability to build, improve, and assure consistency with such processes Strong organizational, leadership and interpersonal management skills Proven ability to develop, produce and analyze reports from existing systems, and make appropriately informed recommendations for improvement Strong written and verbal communication skills Ability to foster a positive and productive work environment, reflected by success in leadership, team building, and coaching Ability to work in a dynamic, growing, fast paced atmosphere Solid understanding of computer basics (Windows, Word, PowerPoint, Excel, the Internet) 4 year college degree (health science or related healthcare discipline) or equivalent/Master’s preferred. Knowledge, Skills, and Abilities Required: Knowledge of call monitoring (e.g., Witness) and/or related call monitoring software platforms Strong working knowledge of case management system platforms (e.g., CRM) Manage special projects as assigned Participate in department budgeting process Develop creative approaches/solutions, tools and analytical methods to resolve problems and enhance performance Knowledge of auto dialing/call center applications (ie Avaya Proactive Center) a plus. Build and create a successful work environment reflected through cost benefit analysis justifying programs, outcomes, and systems Apply via link to website. Click "Careers" and search under Indianapolis, IN
Manage and lead Health Center Operations:
