The job below is no longer available.
You might also like
in Orlando, FL
- Starting at $17.50
Verified per hour All City Management Services • 4d agoFast response 15.6 mi Use left and right arrow keys to navigate - Flexible
per hour - Flexible
per hour UberEatsStart today Gig Work anywhere Use left and right arrow keys to navigate 
$73est. per hour The Walt Disney Company (Corporate) • 4d agoUrgently hiring 16.2 mi Use left and right arrow keys to navigate
Healthcare Service Delivery Manager
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Orlando, FL Orlando, Florida |
About this job
The Manager of Service Delivery role is accountable for providing successful delivery of call center BPO solutions leading to client satisfaction, trusted advisor status, sales references, and revenue. This role works collaboratively with the Service Delivery team, Client Management team and other support organizations to develop implement and manage business aligned services and service level management. The Service Delivery Manager will provide functional, technical and/or process leadership to the client(s) that they support. The Service Delivery Manager will typically manage 1-2 clients depending upon size.
Responsibilities:
• Understand ongoing client key operational objectives and requirements. Tracking of vendor performance and ranking.
• Tracking, analysis and thought leader for performance improvement planning. Communicate and coordinate client Requirements for optimal site performance and efficiency. Coordinate Optum shared services, IT, WFM, Recruiting etc. resources for consistent and efficient deployment. Operational planning and coordination for major events such as AEP and Welcome Season. Drive consistency in operational best practices across multiple site client programs
• Monitoring of open service issues within their book of business and ensuring timely resolution. Identifying trends and then escalating as appropriate. Provides input to Client Manager and Operations leadership around health of solutions for their assigned client(s).
• Actively drives, and as necessary refines the overall billing process, in conjunction with the Client Manager, ensuring accurate monthly invoices are distributed to the client.
• Ensures that both internal and external performance reporting needs are met by working with the Client Manager and ERM team. Participates in client presentations; either in person or via phone as needed.
• Responsible for Client Loyalty Survey identification/administration including identification of contacts to be surveyed, pre-survey outreach, post-survey follow-up, driving action plans based on individual and client survey feedback, and ongoing maintenance of information into SF.com and SatMetrix. This should be done with the Client Manager
.
Minimum Requirements
Qualifications:
• Minimum 3 years’ experience in Healthcare Service or BPO-related operations or client-facing position
• Sense of urgency and attention to detail
• Bachelor's Degree or equivalent work experience
• Customer service in a B2B environment preferred
• BPO operational experience preferred
• Understanding of or previous experience working with Optum Solutions or organization preferred
• Demonstrated ability to work with complex systems and/or clients
• Healthcare/Software/Technology industry knowledge
Skills:
• Excel
• PowerPoint
• Strong communication skills
• Analytical skills
“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO
Responsibilities:
• Understand ongoing client key operational objectives and requirements. Tracking of vendor performance and ranking.
• Tracking, analysis and thought leader for performance improvement planning. Communicate and coordinate client Requirements for optimal site performance and efficiency. Coordinate Optum shared services, IT, WFM, Recruiting etc. resources for consistent and efficient deployment. Operational planning and coordination for major events such as AEP and Welcome Season. Drive consistency in operational best practices across multiple site client programs
• Monitoring of open service issues within their book of business and ensuring timely resolution. Identifying trends and then escalating as appropriate. Provides input to Client Manager and Operations leadership around health of solutions for their assigned client(s).
• Actively drives, and as necessary refines the overall billing process, in conjunction with the Client Manager, ensuring accurate monthly invoices are distributed to the client.
• Ensures that both internal and external performance reporting needs are met by working with the Client Manager and ERM team. Participates in client presentations; either in person or via phone as needed.
• Responsible for Client Loyalty Survey identification/administration including identification of contacts to be surveyed, pre-survey outreach, post-survey follow-up, driving action plans based on individual and client survey feedback, and ongoing maintenance of information into SF.com and SatMetrix. This should be done with the Client Manager
.
Minimum Requirements
Qualifications:
• Minimum 3 years’ experience in Healthcare Service or BPO-related operations or client-facing position
• Sense of urgency and attention to detail
• Bachelor's Degree or equivalent work experience
• Customer service in a B2B environment preferred
• BPO operational experience preferred
• Understanding of or previous experience working with Optum Solutions or organization preferred
• Demonstrated ability to work with complex systems and/or clients
• Healthcare/Software/Technology industry knowledge
Skills:
• Excel
• PowerPoint
• Strong communication skills
• Analytical skills
“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO
Your Privacy Choices