Manager, Ops

CCS Medical, Inc.; Northern (KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive Salary

Bonus/Incentive Opportunities

Comprehensive Benefits

Growth & Development

Remote or Hybrid

Job summary

CCS Medical, Inc. is seeking an Operations Manager to lead our call center operations, delivering first-class customer service and ensuring departmental processes run efficiently.

You will manage daily team operations, staffing, scheduling, time management, and performance reporting while driving continuous improvement. The role requires supervising experience and a focus on patient-centric service in a fast-paced environment.

Qualifications

• Bachelor’s Degree (BA/BS) from a four-year college or university with 3–5 years of related experience or equivalent.
• Minimum of two years supervisory and/or management experience.
• Proficient with Microsoft Word, Excel and PowerPoint.

Responsibilities

• Leads, plans, coordinates, and implements daily operations while consistently achieving performance plans and revenue goals in a customer-focused manner.
• Manages and prioritizes daily workflow and team oversight, including staffing, scheduling, time management, performance monitoring, and team motivation and direction.
• Participates in identifying, developing and implementing new systems or processes to improve operational efficiencies.
• Facilitates and supports new and improved programs for acquiring and retaining patients.
• Monitors, analyzes, and reports on department performance, recommending action plans to impact ongoing improvement.
• Assists in establishing, maintaining, and monitoring systems for measuring team performance.
• Ensures for proper training, guidance, coaching, and development of team.

Skills

People management

Customer service

Communication

Workflow scheduling

MS Office proficiency

Education

Bachelor’s Degree (BA/BS) from a four-year college or university

Tools

Microsoft Office

Job description

Overview

You will thrive in a fast-paced and dynamic environment where it’s all about multi-tasking to get the job done. If you are positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer every time you are a match for CCS Medical! If you relate well to all kinds of people, explain things easily in ways that our patients can understand and listen attentively, and can hone in on the most important issues then.…….. this is the career for you!

As an Operations Manager, you’ll be at the heart of our customer service operations as you deliver first-class customer service in every interaction in our call center. You will be responsible maintaining a high level of proficiency in all departmental processes and job functions. You will manage and prioritizes daily team operations including workflow, scheduling, time management, performance monitoring and reporting, ongoing process improvement, and team motivation and development.

Internal candidates must be at a supervisor level.

Responsibilities

• Leads, plans, coordinates, and implements all aspects of daily departmental operations while consistently achieving performance plans and revenue goals in a customer-focused manner
• Manages and prioritizes daily workflow and team oversight, including staffing, scheduling, time management, performance monitoring, and team motivation and direction.
• Participates in identifying, developing and implementing new systems or processes to improve operational efficiencies
• Facilitates and supports new and improved programs for acquiring and retaining patients
• Monitors, analyzes, and reports on department performance, recommending action plans to impact ongoing improvement
• Assists in establishing, maintaining, and monitoring systems for measuring team performance
• Ensures for proper training, guidance, coaching, and development of team
• Communicates and implements company work rules, performance standards, and departmental operating policies and procedures
• Creates, implements and measures the success of organizational business plans
• Always maintains a high degree of confidentiality due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
• Abides by all regulations, policies, procedures and standards

Qualifications

• Bachelor’s Degree (BA/BS) from a four-year college or university and 3 to 5 years of related experience or equivalent combination of education and experience
• Minimum of two years supervisory and/or management experience
• Proficient with various Microsoft Office software such as Word, Excel and PowerPoint
• Uses appropriate methods and a flexible interpersonal style to help build a cohesive team
• Keeps the organization's vision and values at the forefront of employee decision making and actions
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions
• Maintains effectiveness when experiencing major changes in work responsibilities or environment
• Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities
• Effectively meets and exceeds customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty
• Treats others with respect and fairness
• Independently initiates prompt action in identifying and responding to problems and accomplishing objectives
• Demonstrates organizational values through job performance, work attitude, and behaviors

Values

Our Values

Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated.

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS is an EEO/AA Employer. M/F/D/V

Company Overview

CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn.

What We Offer

• Competitive Salary
• Bonus/Incentive Opportunities/commission:(if applicable)
• Comprehensive Benefits:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation and holidays)
• Growth & Development:
• Ongoing training and professional development
• Work-Life Balance:
• Remote or hybrid work options
• Wellness programs and mental health support

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