Support Services Operations Manager

Job Details Job Location Patient Assistance Center - Owings Mills, MD Remote Type Hybrid Position Type Full Time Education Level 4 Year Degree Salary Range $55,000.00 - $65,000.00 Salary Travel Percentage Up to 25% Job Category Customer Service Description Are you interested in making a difference in patient care? Learn about our unique culture of respect, growth, innovation, the best patient care, and how we give back to the community. At United Urology Group , our employees are at the heart of our mission and have incredible opportunities to impact our patients' lives with their urologic care. We foster a culture that thrives on compassion, teamwork, integrity, and diversity, all of which start with our staff! We deliver a cohesive approach to urologic care that provides patients with access to experienced specialists, a superb team of healthcare professionals, and the most advanced technology for patient treatments and therapies. We offer competitive salaries and a great work/life balance: enjoy your weekends! UUG offers outstanding benefits, including tuition reimbursement, health, dental, and vision insurance, corporate discounts, and much more! United Urology Group is regarded as the leading urology network in the country. Our Urology Group Affiliates consist of Chesapeake Urology, Arizona Urology- Phoenix & Scottsdale, Arizona Urology Tucson, Colorado Urology & Tennessee Urology. Position Summary The Support Services Operations Manager plays a pivotal role in the success of UUG and the PAC by overseeing a diverse range of processes essential for the organization's efficiency. This position holds the responsibility of ensuring that all tasks are executed promptly and accurately, maintaining a superior level of service delivery. The scope of influence covers critical functions within the department, including Care Coordinators and Support Services Level I and Level II operations. Primary Duties & Responsibilities Work closely with Providers and Navigators on Chronic Disease State Programs. Provide feedback for program results and ideas for improvement/increased patient care results. Provide reports where necessary. Ensure that Medical Records Requests are completed in the appropriate turnaround time, working closely with Risk Management/Compliance to stay current on updates to the process. Provide these updates to the site managers. Ensure that all Prescription Prior Authorizations are completed in a timely and productive manner, using reports to manage the process. Ensure that all Portal and Phreesia troubleshooting requests are completed in a timely and productive manner, using reports available to manage the process. Identify any issues and escalate to CSG in a timely manner. Maintain strong working relationships with vendors for systems used to complete Support Services Tasks. Ensure that all outbound activities, Outreach, Cancel/No Reschedule, and EPHI are conducted in a timely and productive manner using all reporting tools available. Model and coach to ensure maximization of performance. Assist with the management of relevant Ad Hoc projects assigned to Support Services. Assist with management of EMR system support by ensuring import queues (EPHI and referring doctor maintenance) are maintained daily. Provide quick coaching and monthly reviews with Supervisors to ensure employees are maximizing their efficiency and effectiveness, achieving production metrics established. Evaluate call quality of the outbound team to ensure standards are met and build on opportunities. Work with Business Operations to pull appropriate reports monthly. Prepare month-end reports to recap business results. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. Qualifications Qualifications: Bachelor’s Degree or equivalent work experience required; MBA or master’s degree in healthcare management is preferred. Minimum of five (5) years of progressive leadership experience in a call center or customer service environment or two (2) years in a management role in a call center or customer service environment. Five (5) years of supervisory experience preferred. Knowledge, Competencies & Skills Exceptional production management skills and experience. Superior People Development and Coaching skills. Exceptional analytical skills and process management skills. Demonstrated ability to work independently and as an effective team member. Proven organizational skills and ability to prioritize effectively. Excellent customer service skills. Strong written and verbal communication skills. Proficient computer software and database skills, specifically with Excel spreadsheets. Ability to multi-task, effectively problem-solve, and work in a fast-paced environment. Attention to detail, willingness to learn, and bring forth ideas to enhance positive results. Ability to type a minimum of 40 words per minute. Tech Requirements For The Job High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools. Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls. Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems. Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance. Direct Reports Care Coordinators Support Services Level I and Level II functions. Travel Must have the ability & willingness to travel to other sites as necessary within a geographic region. Physical Requirements For The Job Regularly required to sit and stand for extended periods. Involves standing, sitting, walking, bending, stooping, and twisting. Requires full range of body motion, including manual and finger dexterity and eye-hand coordination. Occasionally lifts and carries items weighing up to 25 lbs. Equal Opportunity Employer: United Urology Group and its affiliate practices are an equal opportunity employer. We do not discriminate based on race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation. The successful candidate(s) for any UUG position will be subject to a pre-employment background check. Actual compensation offered to candidates is based on work experience, education, and/or skill level. #J-18808-Ljbffr