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Corporate Functions & Operations WellCare - Operations Management Careers

Community Operations - Senior Manager Job

Full Job Title: Sr. Manager, Community Operations

Job Number: 1801073

Location: Tampa, FL

Date Posted: 3-8-2018

Manages the activities of supervisory associates and their subordinate work group(s) and/or exempt individual contributors for assigned area of responsibility. Drives productivity and quality of outbound calls, inbound calls and documentation according to policies and procedures. Ensure proper workload distribution. Oversees all CAL call centers, improves efficiencies, and strategic functioning. Oversees the creation of policy and procedures to improve over all performance. Drives team performance and takes appropriate action to ensure department goals are met. Identifies challenges and improvements to the CAL and implements needed changes.

Essential Functions:
  • Manages all daily team activities and assigns tasks and responsibilities to appropriate team members. Drives and monitors performance, quality, and productivity of team and take appropriate action to ensure guidelines and goals of the department are met.
  • Partners with different functional areas to develop launch plans to CommUnity Based Services projects such as concierge line, new advocacy states, etc.
  • Identifies concerns and solutions to improve functioning of the CAL and implements solutions.
  • Presents results to management, including data-driven business recommendations and alternatives.
  • Manages and develops direct reports who include supervisory and/or exempt professional personnel including but not limited to hiring, mid-year and annual reviews, coaching, counseling, training and performance management
  • Implement/maintain standardized operating processes
  • Collaborates with field advocacy managers and regional managers
  • Participate in ICT calls and grand rounds
  • Directs work assignments, measures results and initiates personnel actions as required
  • Develop goals, objectives and project plans for CommUnity Based Services
  • Proactively monitors appropriate metrics to drive up efficiency
  • Performs other duties as needed.
Additional Responsibilities:Candidate Education:
  • Required A Bachelor's Degree in a related field Business Administration, Community Advocacy or related field
Candidate Experience:
  • Required 4 years of experience in a related field with experience in any of the following: customer service, call center, managed care, healthcare, social services
  • Required 4 years of experience in Experience supervising others
Candidate Skills:
  • Advanced Ability to drive multiple projects
  • Advanced Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
  • Intermediate Ability to work in a fast paced environment with changing priorities
  • Advanced Ability to communicate and make recommendations to upper management
  • Advanced Ability to lead/manage others
  • Intermediate Demonstrated time management and priority setting skills
  • Advanced Demonstrated interpersonal/verbal communication skills
  • Intermediate Ability to multi-task
Licenses and Certifications:
A license in one of the following is required:
Technical Skills:
  • Required Intermediate Microsoft Word
  • Required Intermediate Microsoft Outlook
  • Required Intermediate Microsoft Excel
  • Preferred Intermediate SharePoint

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Last Updated On: 12/9/2015