Healthcare Operations Manager

Operations Manager The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in. Responsibilities Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. Ensure your account(s) are meeting client KPIs and service level expectations that are in our control. Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc. Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands. Be the main point of contact for all client escalations. Adhere to an internal reporting cadence to help oversee the performance of your team and client. Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates. Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.). Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job. Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. Manage P&L to maximize margin and grow the account. When necessary, create, maintain and manage schedules, and approve timesheets and time off requests. When applicable, onboard new clients through coordination with sales, recruiting, and operations. Other duties as assigned by the VP of Client Operations. Qualifications, Requirements and Characteristics Minimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment. 5+ years Healthcare Operations experience on the member or provider side. Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference. Experience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews. Ability to be a balanced advocate for your team, the client, and Compass. Excellent written and verbal communication skills and a professional demeanor. Availability Full Time position (salaried). Weekdays, weekends, and nights (depending on client hours of operation). Office is located in Columbus, Ohio (we are currently working remotely). Applicants must have strong internet connection to support systems. What We Offer Training and career development opportunities. Flexible schedules and remote working options. A comprehensive benefits package for FT US-based employees. Competitive wages. Paid time off and paid holidays. The opportunity to work with the best teams, supporting some of the best online brands! #J-18808-Ljbffr