Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve. Manages associates in completing department functions and ensures that area of responsibility is managed in a cost effective and quality manner providing prompt, accurate, and professional responses
The ideal candidate for the Manager Operations rolewill have a passion for effectively leading and developing a team of associates with the goal of driving operational strategies that support the growth of the business. This job can provide excellent opportunities for growth as the candidate many be required to support varying lines of business. Managing associates in completing department functions and ensuring areas of responsibility are delivering cost effective service in a quality manner by providing prompt, accurate, and professional responses. The successful applicant will have a track record managing in a fast-paced environment where competing priorities must be effectively balanced. The applicant will also have experience demonstrating the courage to honestly lead difficult conversations, coupled with the sensitivity and talent to constructively engage partners to deliver solutions for our customers, clients, brokers and providers.
Responsibilities
Achieves and maintains preferred standards for the department
Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies
Communicates, implements, and interprets corporate and departmental policies and procedures
Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence and site visits
May oversee the development of the Service forecasts and capacity plans. May partner with vendors for performance, alignment and monitoring of their forecasts and capacity plans.
Creates and maintains strong relationships with clients, external consultants and brokers, and the various vendors servicing our products to facilitate and drive successful service results.
Approves special consideration and handling for customers
Ensures and maintains positive working relationships with group leaders, benefit administrators and account executives
Collaborates with various internal departments to ensure that they fulfill all customer requests
Selects, develops, appraises and recommends compensation for associates
Manages departmental budgets
Manages achievement of service level goals and key performance metrics in compliance with organizational and regulatory requirements.
Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.
Develops, implements and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.
Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling. Plans, approves and implements programs for the development of team members.
Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality and service standards.
Knowledge, Skills, Abilities
Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products.
Demonstrated ability to assess client requests and points of friction and quickly find solutions.
Must have a thorough understanding of benefits and claims processing functions.
Must have the ability to manage the area of responsibility and possess managerial skills necessary for organizing, planning, controlling, budgeting, developing and motivating employees in the accomplishment of assigned tasks.
Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
Independence and its Subsidiaries has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
Education
This position requires an undergraduate degree, preferably in business administration
Experience
A minimum of three (3) years of managerial experience. In lieu of a degree, five (5) to seven (7) years of management experience is required