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Corporate Functions & Operations WellCare - Operations Management Careers

Customer Service - Senior Manager Job

Full Job Title: Sr. Manager, Operations

Job Number: 1704804

Location: Nashville, TN

Date Posted: 10-25-2017

Position plans and directs activities for the business function (or multiple functions) within Operations, including internal and/or external. Process improvement and project management are key aspects of this position. Assignments are broad in nature, usually requiring considerable creativity, originality and ingenuity.


REPORTS TO: DIRECTOR, CUSTOMER SERVICE

DEPARTMENT: OPERATIONS-NASHVILLE CALL CENTER

POSITION LOCATION: NASHVILLE, TN 37211

Essential Functions:

  • Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs.
  • Facilitates the development and implementation of goals and performance standards.
  • Manages processes and projects that are aligned directly to operational goals and budgets.
  • Works closely with the appropriate parties to implement high level quality and performance management initiatives.
  • Manages and develops direct reports who include other management or supervisory personnel and/or exempt individual contributors.
  • Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.
  • Ensures corporate initiatives are implemented to achieve optimum results.
  • Establishes objectives, schedules, and cost data of business function being managed.
  • Applies a comprehensive knowledge of a particular field of specialization to the completion of assignments.
  • Advises management in long-range planning for areas of specialization.
  • Provides technical direction to functional supervisors, managers and other management.
  • Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the Directors of Operations.
  • Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.
  • Has an understanding of compliance activities and can interpret and apply regulatory requirements to an operating unit
  • Responsible for managing and oversight of training and reference materials including content, work instructions, and tools necessary for associate consumption
  • Serves as primary contact for compliance and audit related activities. Ensure compliance issues are tracked and resolved
  • Manage process improvement initiatives
  • Other Duties As Assigned
Candidate Education:
  • Bachelor's Degree in business or equivalent directly related to experience is preferred
  • MBA or equivalent directly related to experience is preferred
Candidate Experience:
  • 7 years of experience in a related field based on Operational areas is required
  • 3 years of experience in progressively responsible management is required
  • Experience in the related area of Operations at management level is required
  • Compliance, Regulatory and Audit Experience is preferred
Candidate Skills:
  • Demonstrated leadership skills
  • Ability to lead/manage others
  • Demonstrated analytical skills
  • Demonstrated interpersonal/verbal communication skills
  • Ability to communicate and make recommendations to upper management
  • In-Depth functional knowledge and broad multi-functional knowledge
  • Understanding of managed care and its place in the health care industry
  • Understanding of interrelationships between Call Center, Health Services, Provider Relations, Sales, Vendors, and Claims and their impact on the success of the health plan as a whole
  • Knowledge of modern call center systems and ability to utilize them to their maximum potential
  • Knowledge of call center planning and the ability to create and implement a capacity plan that meets goals





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Last Updated On: 12/9/2015