HA SERVICE OPERATIONS MANAGER
West Corporation

Job Info

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For this opening we will consider candidates from the following locations: PLYMOUTH MEETING,PA,US |

MAJOR JOB ACCOUNTABILITIES



Client Service Functions- Responsible for implementation, communication, and maintaining a strong client relationship with assigned high-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures

*Serve as the primary contact and liaison for the sales team and assigned high-level clients to ensure smooth processing of client data uploads and installation into the core operations system

*Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility

*Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services

*Responsible for assisting newly assigned high-level clients in regards to their installation questions and on-going operational support needs

*Provide support to assigned high-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner

*Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client

*Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review

*Identify and execute opportunities for up-sales with clients as applicable

*Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities

*Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.)

*Attend client events to ensure personalized touch point opportunities

* Present health advocate sales materials to clients and target audience ensuring to accurately represent health advocacy product and services

*As assigned, prepare basic operations reports and aggregate operational survey results for clients

* As required, assist team members with client services processes and workflow



Client Consultation - Regularly analyze program performance in conjunction with client's goals to provide consultative advice regarding as health advocate services

* Analyze program and recommend features which will ensure program meets client's objectives

* Develop sales project plan which may include documenting recommendations including features, costs, and implementation timeframe

* Communicate limitations and capabilities which includes an understanding of backend and online functions and how they apply to program

* Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary

* Communicate and continually update client on timeframes, monitoring and ensuring all client deliverables are received on time and in proper order

* Analyze problems, research and compile a list of alternative solutions, determine the best course of action and have the team implement as needed throughout the client life cycle

* Investigate and resolve delivery/performance issues and advise management as to revenue risk



Client Relationships- Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing

* Proactively offer consultative advice to management, detailing how program may be enhanced

* Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations

* Perform quality review of services provided

* Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures

* Identify trends indicating the need to revise existing methods and procedures

Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility

* Respond with a sense of urgency to problems escalated to employee's level

* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

* Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met

* Ensure quality resolution and thorough and accurate documentation of issues

* Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems

* Participate in creating, administering, and continuously updating procedures for resolution of all related issues



Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures

* Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner

* Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned

* Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks

* Train and mentor assigned co-workers, as necessary

* Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner

* Assist staff in striving to ensure highest level of quality, responsive service possible is provided

* May be required to support supervisor in responding to inquiries and conducting research and analysis



Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

* Cooperate with team members to meet goals or complete tasks

* Provide quality customer service that exceeds customer expectations and improves level of service being provided

* Treat all internal/external customers, team members and department contacts with dignity/respect

* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided



Mental and Physical Requirements-

*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers

*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time

*Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day



Related Duties as Assigned -

* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

* Consequently, job incumbents may be asked to perform other duties as required

* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above

* Please contact your local Employee Relations representative to request a review of any such accommodations



MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

Education

* High School Degree or GED required

* Associate's degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred



Experience

*Minimum of 5 year's customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment

*Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required

*Minimum 1 year experience with database system and file transfers preferred

Other

*Intermediate knowledge of Microsoft Word, Excel, and Outlook required

*Based on program may need to be bilingual in English, Spanish, etc.

*Travel up to 25% may be required

This job has expired.