Job Description

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The primary role of the job is to coach and mentor the Assistant Managers to ensure that they meet scorecard performance on a monthly basis. They work with a team of other Lead Assistant Managers to maintain effective team working relationships hence ensuring high level of engagement and morale in their respective teams.

Essential Overview:

• Operational Efficiency

• Provide effective coaching and feedback to Assistant Managers that enable them to improve their performance
• Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time

• People Management

• Ensures the team's understanding and use of information system capability and functionality
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

• Client Satisfaction

• Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Protects the confidentiality of member information and adheres to company policies regarding confidentiality
• Handle client feedback and escalations.
• Client Interaction, where required at the level of Supervisors.

Performance Parameters

• Operational Efficiency (40%)
• TSF (20%)
• ASA (5%)
• Abandonment Rate (5%)
• Quality (10%)
• People Management (40%)
• Attrition (10%)
• ESAT (20%)
• Team Absenteeism (10%)
• Client Satisfaction (20%)
• Coaching Compliance (10%)
• Admin Compliance (5%)
• Deliverables
• Personal and Team Compliance (5%)

Primary Internal Interaction and Organizational Relationships

• Reports to:

• Assistant Vice President
• Supervises:

• Assistant Manager, Executive and Senior Executives (Inbound Queue Associates/Nurse Associates, Senior Nurse Associates and Subject Matter Expects)
• Collaborations to:

• Co Lead Assistant Managers
• Assistant Managers
• QCA/QC AM
• Process Trainer
• MIS and WFM
• Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)
• HCA Staff
• Stateside Counterparts

• (Supervisor Clinical Precert Support (Bluebell): Kristin Scatamacchia
• Case Managers
• Precert Nurse
• Call Coaches
• Product Customer

• Providers from Doctor's Office and Facilities
• Representatives from Plan Sponsors
• Members
• Intermediate level in MS Office Applications (MS Powerpoint, MS Excel, MS Word)
• Able to do call quality reviews
• Excellent handling of process tools and able to troubleshoot

Process Specific Skills * Mastery in Clinical Precert Support- Process Workflow

• Able to deliver effective coaching and feedback sessions regarding process workflow
• Able to provide Floor Support
• Excellent handling of Client Escalation

Soft Skills

• Excellent Verbal and writing skills (business email)
• Excellent Business Review presentation skills
• Excellent coaching and mentoring skills