Oversees the status of operational team, schedules and prepares reports, monitors and develops resolutions to meet productivity, quality, and client satisfaction goals and objectives. Participates in ongoing projects under the supervision of the Operations Manager or Project Manager.
Essential Duties and Responsibilities
• Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service
•Responsible for coordinating subordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions
•Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations
•Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees
•Ensure the use of best practice workflows and operational excellence in activities are utilized
•Direct the training of team members on workflow and contractual modifications expeditiously
•Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process
•Analyze and report on a monthly and quarterly basis operational statistics
•Perform other duties and responsibilities as assigned
• Strong leadership skills with the ability to prioritize and delegate effectively
•Demonstrated ability to work independently, take initiative and be self-motivated
•Ability to effectively manage competing priorities with a sense of urgency
•Sound knowledge and understanding of medical terminology and body systems
•Strong communication skills, both verbal and written
•Possess excellent organizational and follow-up skills, with a strong attention to detail
•Possess andemonstrate skills necessary to analyze information, problems, procedures and situations
•Proficient in Windows operating systems and Microsoft Office suites
•Strong working knowledge of electronic scheduling systems and Electronic Medical Records (EMR)
•Strong working knowledge of case management programs
Education and/or Experience: (includes certificate & licenses)
• Bachelor’s degree from an accredited college in a healthcare related field or equivalent experience/combined education
•Minimum 4-7 years of supervisory or management experience preferably in a heath care setting
•Project management and medical case management life cycle experience is preferred
•Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.
QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.
QTC, a Leidos company, is the largest provider of disability and occupational health examination services. Our more than 35-year history has been marked by a focus on delivering high quality, technology-driven, exam solutions for our clients. QTC applies a customized, systematic operational workflow to administer evaluations, supported by innovative technology that achieves extraordinary quality, timeliness, and customer service goals. We apply a customized, systematic operational workflow to administer independent medical examinations and associated services. This workflow is supported by secure information technology and achieves extraordinary quality, timeliness, cost-effectiveness, and customer service goals. We believe in efficiency which is why our business is based on a one-stop-shop approach. QTC’s proprietary technology automates the examination workflow and provides clients with real-time access to case information, tracking, and reporting. Our network is supported by more than 1,000 experienced clinical, corporate and operational associates, and more than 90 clinic locations that include physicians, registered nurses, licensed vocational nurses, medical assistants, phlebotomists, radiographic technology technicians, and various ancillary support personnel.