Operations Manager - Scheduling

Clear Destination Inc.; Manila; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Clear Destination Inc. in Manila, Philippines, is seeking an Operations Manager - Scheduling to ensure high-quality service and ongoing efficiency gains in the call center. You will lead scheduling, monitor performance, and drive improvements to meet service levels.

You will recruit, coach, and evaluate staff, implement procedures, ensure HIPAA/PHI compliance, and coordinate training to keep the team skilled and customer-focused in a fast-paced environment.

Qualifications

• Bachelor’s degree (B.A.) or equivalent, three to five years related experience, or equivalent combination of education and experience
• At least 2 years of managerial experience
• 2 - 5 years of experience with Scheduling
• Experience: Authorization, Insurance Verification, and Eligibility
• B2C inbound call center experience
• Knowledge of Payor/Insurance Benefits
• Proficiency in NextGen, Epic and Athena
• Proficiency in Excel, PowerPoint, and various software programs
• Excellent interpersonal and organizational skills
• Strong leadership, independent thinking and decision-making skills
• Excellent oral and written communication skills
• Ability to prioritize responsibilities
• Strong customer service skills with challenging customers

Responsibilities

• Resolves escalated customer service issues by working closely with the supervisor and customer service representative
• Monitors calls to observe demeanor, accuracy, and policy conformity; provides feedback
• Determines, monitors and analyzes productivity levels of customer service team
• Motivates the team, drives morale, provides coaching and assistance to call center agents
• Implements new working procedures in the operation process
• Reviews, approves, and delivers employee evaluations
• Conducts interviews and selects optimal candidates
• Ensures compliance of all company policies; manages disciplinary issues with HR
• Establishes and drives call center metrics; prepares daily/monthly reports for executives
• Analyses needs of the call center; coordinates training programs
• Identifies areas for improvement to increase customer satisfaction and productivity
• Ensures confidentiality with PHI/HIPAA guidelines and regulatory compliance

Skills

Scheduling

Leadership

Call center

HIPAA compliance

Excel

Communication

Interpersonal skills

Education

Bachelor's degree

Tools

NextGen

Epic

Athena

Excel

PowerPoint

Job description

Job Purpose

The Operations Manager - Scheduling will ensure that the department is consistently providing quality service to all customers. The Operations Manager will consistently explore opportunities to improve efficiencies and the overall productivity.

Duties and Responsibilities

• Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to elevate and resolve customer issues
• Monitors calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
• Determines, monitors and analyzes productivity levels of customer service team
• Motivates the team, drives morale, provides coaching and assistance to call center agents on an ongoing basis
• Implements new working procedures in the operation process
• Reviews, approves, and delivers employee evaluations
• Conducts interviews and selects optimal candidates
• Ensures compliance of all company policies. Manages escalated disciplinary/personnel issues accordingly. Communicates with HR.
• Establishes, monitors and drives a variety of call center metrics to meet departmental goals and service levels. Prepares daily and monthly call center reports for executive team.
• Analyzes needs of the call center and coordinates resources accordingly, including training programs to ensure team members have the skills and knowledge to meet customer service needs
• Continuously work to identify areas of improvement and initiate positive changes to increase customer satisfaction and employee productivity
• Ensures confidentiality is maintained through adherence of HIPAA and PHI Guidelines
• Ensures implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services
• Carries out management responsibilities in accordance with the organization's policies and applicable laws
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Qualifications

• Bachelor’s degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience
• At least 2 years of managerial experience
• 2 - 5 years of experience with Scheduling
• Highly preferred Experience: Authorization, Insurance Verification, and Eligibility
• Experienced with Business-to-Customer inbound call center experience
• Knowledge of Payor/Insurance Benefits
• Proficiency in NextGen, Epic and Athena
• Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs
• Excellent interpersonal and organizational skills
• Strong leadership, independent thinking and decision-making skills
• Excellent oral and written communication skills
• Ability to prioritize responsibilities
• Strong customer service skills with the ability to manage difficult situations/customers while remaining patient and professional

Working Conditions

• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.