Health Education Center Operations Performance Manager/Senior Manager

Summary: The Health Education Center Operations Performance Manger/Senior Manager is an experienced health care professional who will be the lead administrator of our Coaching Methodology and an expert in the analysis/application of behavior change. This analytical and process driven professional will exhibit a strong understanding of the client–centered approach, as applied to onsite wellness programs.

In addition, the Operations Performance Manager/Senior Manager will demonstrate an expertise in driving performance metrics, including: client program engagements, health outcomes, adherence to quality standards, and Call Center performance guarantee deliverables. The Operations Performance Manager/Senior Manager will be responsible for strengthening the skills required to deliver effective telephonic and face-to-face coaching.

The Operations Performance Manager is responsible for oversight of the Training & Quality Assurance Team.

  • The Quality Assurance Team, including call evaluations, call rubric enhancements, and system audits.

  • The regulation of client performance metrics, in regard to contract guarantees.

  • Training and Development of Health Education and Customer Service; including new hire, continuous improvement and development of e-learning capabilities.

  • Performance Metrics-development and publication of report metrics that measure the effectiveness of the training and quality programs.

Supervision: Quality Assurance and Training teams. This professional will support the Senior Manager/Director of Health Center Operations and the staff of 100 plus certified Health Coaches and frontline supervisors.

Reports to: Vice President of Operations who is responsible for health coaching and customer service.

Essential Duties and Responsibilities:

Manage and Lead Quality Assurance Team:

  • Develop quality monitoring and feedback program for Health Coaching Center(s), including virtual agent application, and Customer Service Department

  • Design best in class industry standard quality assurance scoring rubric and measurement criteria

  • Manage QA staff, including: improving process for monitoring customer interactions (recorded and real time), providing feedback to identify and drive consistent performance improvement, and determine quality trends

  • Perform gap analysis for a number of areas (training, product and process improvement, integration of quality assurance observations, customer satisfaction surveys and escalations)

  • Perform skills assessment for coaches/supervisors and develop required training to enhance call center management skills

  • Establish appropriate benchmarks and reporting dashboard supporting best in class Health Coaching/Customer Service standards

Manage and Lead Training Team:

  • Enhance staff capabilities through new hire focused training, effective on-the-job training and enhanced product knowledge training for onsite and virtual agents

  • Perform analysis of current training, make changes, and refine programs, to ensure training and development goals are met

  • Design and implement key reporting metrics in order to identify and close performance gaps in training

  • Build and create cost benefits analysis for ongoing training programs, program design/enhancement

  • Ensure consistency of design and delivery of training programs for Health Education Center, Customer Service Department and virtual agents

  • Partner with outside learning and development agencies in designing new training programs and curriculum (including e-learning)

Lead Coaching Methodology Implementation:

  • Develop health coaching tools, relating to evidence-based health science models, including but not limited to: Transtheoretical Theory, Motivational Interviewing, Social Cognitive Theory, the Health Belief Model, and Values Theory

  • Develop health coaching protocols that support benefit analysis of outcomes related to health risk factors

  • Facilitates with the Sales Team on industry research, identifying latest health trends and health coaching protocols

Performance Metrics

  • Design, implements and monitors key reporting metrics in order to identify performance gaps to meet Client SLA.

  • Build and create a successful work environment reflected through cost benefit analysis justifying programs, outcomes, and systems

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 and 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

  • Knowledge of auto dialing/call center applications (ie Avaya Proactive Center) a plus.

  • Knowledge of email support software and/or related platforms

  • Strong working knowledge of case management system platforms (e.g., CRM)

  • Manage special projects as assigned

  • Develop creative approaches/solutions, tools and analytical methods to resolve problems and enhance quality and training performance

  • Knowledge of Change Management Techniques

Please apply via link to website: click on “Careers” and search under Indianapolis.