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Operations Manager, Insurance

NPAS - Louisville - Louisville, Kentucky

Job Code: 01690-145226


No Weekends

GENERAL SUMMARY OF DUTIES Coordinates activities of Operations Supervisors and 30+ staff engaged in collection of customer accounts, in a highly automated call center environment. Responsibilities include managing  team to goals and objectives, reporting operational results to the Director and other Senior Manager, interviewing, hiring, and training both hourly employees and supervisors; assigning, and managing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


       Ensure that collection policy and procedure are followed to maximize collections, with the best customer service at the lowest cost. Manage all team goals and objectives.

       Coordinate with Supervisor, full shift floor support for team members

       Work with the call center technologies to enhance operational performance

       Participate in coordination activities with other managers in a highly developed team environment

       Maintain a working knowledge of all call center operations and associated facility processes, while communicating and documenting change.

       Assures compliance with departmental policies and procedures

       Assists the Operations Director in establishing and monitoring productivity standards, quality improvement and directing staff in meeting department goals.

       Manages the activities of Operations Supervisors

       Manages the activities of Team Representatives

       Screen, interview, hire, train, and evaluate new and existing employees

       Counsel staff with disciplinary and productivity issues

       Work as liaison between the collection staff and other staff

       Resolve issues escalated by a Team Leader and/or staff

       Conduct staff meetings

       Operational project management as assigned by director


       Bachelor’s Degree in Business or related field required.

       Equivalent work experience may substitute education requirements.


       Minimum three years’ experience in related area with two of these years being healthcare management experience OR completion of the Parallon Manager Trainee Program.

Last Edited: 02/13/2018


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