Surgical Management Solutions Hiring for Operations Manager Contact Center Job at Charleston, SC Full Time

Job Overview:

Surgical Management Solutions is an early-stage start-up backed by Surgical Care Affiliates, a division of United Health Group. Surgical Management Solutions’ (SMS) mission is to empower consumers with the knowledge and education to understand their healthcare costs, coupled with seamless access and enhanced consumer experience when they need those services. SMS was founded by SCA leaders after recognizing a substantial need to better reach and influence consumers to take ownership of their healthcare costs. Healthcare benefits are complex, and many consumers find themselves frustrated with the lack of transparency in the system and lack the simple means of understanding costs and how to access the care they need. The SMS model is intentionally designed to provide a simple solution to large, self-insured employers to drive down outpatient surgical spending. The model is built around the ability to engage and educate members to create an exceptional member experience. The SMS goal is to empower members to be well-informed consumers of healthcare. SMS streamlines services and impacts pull through by redirecting patients to affordable, quality settings of surgical care.

Location: Charleston, SC preferred; Remote potential a couple of days a week

The Enterprise Operations Associate is responsible for supporting the development and implementation of a strategic plan for enterprise-wide business operations. The Associate is responsible for managing all aspects of enterprise operations strategic plan including oversight of projects to support teams across the SMS enterprise focused on technology-led operations, client integration and implementation, business development and client management, contact center, and provider relations. Provides strategy, leadership, guidance, and oversight for all aspects of enterprise operations support. Ensures overall enterprise operations support, guidance, collaboration, and accountability across the SMS teams and client portfolio related to operations.

Reporting: The Enterprise Operations Associate reports directly to the Contact Center Director.

Primary Roles and Responsibilities:

• Support Director of Operations and SMS leadership in the execution of strategic vision and business imperatives
• Provide operational direction to support client management and business development, teams
• Partner with provider relations team
• Work directly with Contact Center Director and support team leads, and advocates
• Collaborate with all levels of the organization in order to verify the accuracy of relevant enterprise operations data, processes, and procedures
• Ensure accurate and updated client information within CRM, in collaboration with technology lead and contact center lead/director
• Act as project manager for enterprise operations initiatives and business imperatives
• Develop innovative processes and provide insight to enhance or optimize business operations (internal and client-specific)
• Lead activities with other internal departments to provide optimal customer service and member engagement to clients and relevant stakeholders
• Partner with the SMS team to identify areas of opportunity to drive performance and collaborate with technology teams to build best in class solutions
• Share with leadership opportunities to improve and assist with developing solutions
• Develops and maintains strong business relationships with key stakeholders, internal and external teammates, and related business partners
• Collaborate with contact center teams to coordinate relevant training materials and facilitation for care advocates related to client-specific information
• Collaborate and drive business initiatives alongside technology lead to support the training of impacted teammates (internal and external stakeholders)
• Own key relationships with client support teams, both internal and external, as necessary for pull through
• Coordinate and attend in-person and/or virtual meetings with stakeholders as necessary and applicable to job functions
• Communicate with necessary stakeholders, internal and external, as necessary to maintain execution

Qualifications:

• Ability to travel 25% of the time (when applicable)
• Bachelor’s degree or equivalent experience in Business Administration, Healthcare Administration or related field.
• MBA or MHA degree preferred.
• 3-5 years of experience in operations or development; 5+ years management in a contact center
• Healthcare background, specifically a strong understanding of perioperative or ambulatory surgery space preferred
• Experience working across multiple departments towards a common business goal
• Strong understanding of healthcare/medical terminology

Skills Required:

• Knowledge of the healthcare industry and medical terminology
• Self-starter with a high degree of drive, initiative, and follow through to meet deadlines
• Must possess the ability to follow and anticipate trends impacting the marketplace
• Exceptional analytical and organizational skills, including a proven ability to adapt to a dynamic environment
• Proficient in Salesforce and Microsoft Office Suite
• Proven ability to manage key stakeholders while managing competing priorities
• Strong leadership skills including conflict/issue resolution
• Ability to communicate effectively both verbally and written with clients, stakeholders, and leadership
• Ability to work effectively with project resources across multiple departments
• Customer-centric focus
• Expression of empathy with customers & compassion for their challenges
• Passion for healthcare improvement

Job Type: Full-time

Ability to commute/relocate:

• Charleston, SC: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor’s (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)