Head of Care Management Operations

Operations Manager

In-office position for Brookhaven, Atlanta office.

TeleSpecialists is a rapidly growing national telemedicine company seeking the right talent to join our team. We provide emergent and routine neurology and psychiatry services in over 300 hospitals across the country and continuing to expand services. We are seeking the right talent to join our team and help us with our mission of impacting patients, providing timely high-quality care to patients, and transforming the future of healthcare. We have an innovative and entrepreneurial culture that provides the opportunity for personal and professional growth.

Medical, Dental and Vision benefits

• Leadership Training Classes
• Tuition Reimbursement

The Operations Manager will be responsible for leading client and team engagement for operations, serving as RRC's resource for client-facing communications. The Operations Manager reports to the Operations Executive Director and works closely with Quality, Client Success, and Finance to prepare patient case data and rounding reports and execute action items resulting from client communications. In addition, this role supports the Ops Division's ability to execute continuous improvements in operations and service delivery efficiency that result in client satisfaction and outstanding patient care. The Operations Manager will work alongside staff and client teams to solve business and care management problems, improve performance, and execute high priority customer initiatives. Oversight of operations-focused data gathering, analysis, report generation, meeting preparation, and assisting the Executive Director with client presentations and meetings.

Serve as a primary operational liaison to internal departments to support issue resolution, service optimization, and cross-functional alignment.

Participate in the identification and development of practices, workflows, processes, and solutions to ensure quality services, customer satisfaction, and positive patient outcomes.

Identify opportunities for process improvement and recommend solutions to enhance operational efficiency, service delivery, and client satisfaction.

Establish, monitor, and manage operational KPIs to evaluate productivity, capacity utilization, and service performance.

Work collaboratively with TeleSpecialists operating teams to support performance enhancement and goal achievement for all contracted services

Act as a resource and provide leadership for the Operations staff to provide excellent client service

Support onboarding, training, and operational readiness activities, including simulations or mock drills when applicable.

Five to seven years of call center operations and management experience required

Bachelor's degree in Business or a related field preferred; Microsoft Office Suite

Data analysis and business intelligence tools such as Domo is a plus

Ability to collaborate effectively with employees, peers, leadership, and external partners to achieve business objectives.

High emotional intelligence with the ability to build rapport and work effectively with individuals at all organizational levels.

Self-motivated, proactive, and able to manage competing priorities in a high-pressure environment.

Demonstrated ability to lead, manage, and motivate teams.

Occasional prolonged periods of sitting at a desk and working on a computer

Travel Requirements (if applicable):

Duties, responsibilities, and activities may change or be assigned at any time based on business needs.

Must be able to remain in a stationary position (sitting or standing) for prolonged periods, often up to 75% of the workday.

Needs to occasionally move about inside the office to access file cabinets, office machinery, or shared workspaces.

Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and printer.

Must be able to exchange accurate information with clients and co-workers in person, over the phone, and via digital platforms.

Occasionally moves or transports office supplies, files, or equipment weighing up to 25 pounds.

Occasionally positions self to maintain files in cabinets or access equipment stored in low or high areas.

Requires close visual acuity to perform activities such as preparing and analyzing data, transcribing, and viewing a computer monitor for extended periods.

The Company is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. The Company will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws.