Job Description

Profile : Manager- US Healthcare Operations

- WFH (PAN India)

Job description :

An Assistant Manager - Operations is responsible for managing and overseeing day-to-day operational activities within an organization, ensuring that processes are efficient, effective, and aligned with company objectives.

Key responsibilities may include:

- Managing and supervising operational teams to ensure efficient and effective execution of daily tasks and activities.

- Developing and implementing operational strategies and initiatives to improve processes and increase productivity.

- Analyzing and reporting on key performance metrics to identify areas for improvement and optimize operational performance.

- Conducting regular audits and reviews to identify and mitigate potential risks and improve operational performance.

- Leading and implementing change management initiatives to ensure successful implementation of new processes and procedures.

- Oversee strategies, work processes, policies, SOPs and deliver high standards of efficiency, service and quality to patient.

- Updating and maintaining patient records, and being an information resource for patients and medical team.

- Handle patient and client relations, grievances.

- Overseeing the hiring and training of new staff members and ensuring their performance is compliant with company policies

- Measure and report performance against the agreed indicators, in order to support and guide staff to continuously improve.

- Contribute and support business development initiatives.

- Ensure patient satisfaction, by delivering on time quality service.

- Preparing reports by collecting, analyzing, and summarizing information.

- Monitor and evaluate agent daily, weekly and monthly performance

- Effective client requirement management.

- Conduct formal agent performance reviews, including annual goal- setting/performance, employee development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.

- Effective team management

- Report, analyze and resolve system, customer and operational issues that impact service quality

- Conduct performance evaluations, reviews and coaching of agent

- Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other related departments

Requirements :

- Experience in operations management, with a proven track record of managing teams and delivering operational excellence.

- Strong knowledge of operations management principles and practices, with expertise in process optimization, quality control, and performance management.

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical skills, with the ability to identify and resolve complex operational issues.

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