- Develop operational strategies that complement the overarching business goals of the company to continually meet and exceed performance targets
- Creates and implements strategies to improve collection performance of outstanding charts
- Effectively allocates resources across projects, work teams, and skill levels
- Ensures adherence to Standard Operating Procedures and Compliance Guidelines
- Coach and develop leaders and team members for continued improvement
- Monitor departmental, team and individual results to address potential productivity and customer concerns
- Acquire and leverage Provider knowledge to improve the chart retrieval conversion rate
- Partner across retrieval methods and functions to improve chart retrieval performance
- Leverage operational reports, analyze data pertaining to the department to understand performance, and effectively manage the business
- Serves as an escalation point and liaison between internal departments to support and resolve client, production or other operational concerns and issue resolution as it relates to Offsite Operations
- Foster a One Datavant culture that is aligned with the company’s values, promotes ethical practices, customer focus and service and encourages individual integrity
- Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality associates at all levels
- Required compliance with all aspects of Ciox’s Code of Conduct, Policies, and Employee Handbook
- Assist with additional work duties or responsibilities as evident or required
- Flexibility with working hours, which may include hours outside of normal scheduled work hours
- To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.
What You Will Bring to the Table:
- Thorough understanding of contact center operations, principles, and metrics
- Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and Contact Center technologies
- Bias toward action and hands-on work ethic
- Strong leadership skills and demonstrated capacity to produce results in a complex and fast-paced organization
- Strong communication and strategic thinking skills
- Effective decision making; ability to make fact-based operational decisions quickly
- Strong analytical skills needed to prepare and analyze data to drive KPIs and process improvements within the department
- Sound judgment in decision making ability
- Strong written and verbal communication skills: ability collaborate with and to present information in a concise manner to multiple organizational levels
- Demonstrated ability to successfully coach, mentor and develop supervisory level employees