About the Opportunity
We are seeking a dedicated and experienced Manager to oversee our team of Care Coordinators and Client Services Analysts. The ideal candidate will be responsible for managing daily operations, ensuring job performance meets company standards, and reporting on operational metrics. This role requires a strong focus on operational efficiency and timely turnaround of ticket-based tasks. This role is based in Denver, CO.
Responsibilities
- Supervise and support a team of Care Coordinators and Client Services Analysts.
- Manage daily operations to ensure efficient workflow and high-quality service delivery.
- Monitor and evaluate job performance, providing feedback and coaching as needed.
- Work with leadership to develop and implement strategies to improve operational efficiency and meet performance targets.
- Oversee the ticketing system to ensure timely resolution of client issues and incoming requests.
- Act as a player/coach, working alongside the team to resolve incoming requests as needed.
- Work with leadership to prepare and present regular reports on operational metrics and team performance; weekly, monthly and quarterly.
- Collaborate with other departments to streamline processes and enhance service delivery.
- Handle escalated client issues and ensure satisfactory resolution.
- Conduct regular team meetings (e.g. Daily Huddle) and training sessions to keep staff informed and motivated.
- Ensure compliance with company policies and industry regulations.
Requirements
- Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
- Minimum of 5 years of experience in a supervisory or managerial role, preferably in a healthcare or client services environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using ticketing systems and other relevant software.
- Ability to analyze data and generate actionable insights.
- Strong organizational and problem-solving abilities.
- Commitment to providing exceptional client service.
Skills and Competencies:
- Strategic thinking and problem-solving skills.
- Servant leadership approach.
- Ability to manage multiple lanes simultaneously.
- Detail-oriented with a focus on quality and client satisfaction.
- Experience presenting to executive audiences.
Salary: $118,000 - $126,500
*Total Target Compensation (TTC): Total Cash Compensation (including base pay, variable pay, commission, bonuses, etc.). We hire employees anywhere within the United States and account for geography when determining base salary.
