Operations Supervisor Rhrp 3 (call Center) Full Time

Job Description

Are you someone who channels passionate commitment to bridging the gap in helping your employees succeed in multiple generational workplaces? If so, we would love to speak to you!

QTC is seeking an Operations Supervisor for our Customers Service Department in our Reserve Health Readiness Program III (RHRP-3).

Who is QTC and what is Reserve Health Readiness Program III (RHRP-3)?

• QTC is the nationxe2x80x99s largest provider of disability and occupational health examination services. We are PASSIONATE about our countryxe2x80x99s veterans, UNITED as a team and INSPIRED to make a difference. To provide high-quality, timely, and customer-focused medical examination service solutions, we honor our core values of integrity, innovation, agility, collaboration, inclusion and commitment. We celebrate diverse thinking and welcome contributions from all.
• Reserve Health Readiness Program xe2x80x93 3 (RHRP-3) provides health readiness support services, such as mental health assessments and post-deployment health reassessments, to the military Reserve Components nationwide and Active Duty Components in remote areas. They deliver services by group events and in-clinic individual appointments and by providing call center support.

What part would you play in this mission?

You will play a critical role in our Reserve Health Readiness Program III operations centerxe2x80x99s workflow. As an Operations Supervisor, you will plan and implement staff support for call centers to provide optimal call flow management, customer service, and employee staffing.

Our teams work in an innovative and agile environment. At QTC, we create and apply new technologies in a team environment that is fun, creative and supportive. Best of all, the applications we support have a direct impact on the lives of our nationxe2x80x99s military!

In this rewarding role, you will:

• Be Responsible for the specific team performance in the call center to achieve the operational goals of timeliness, quality, and customer service
• Manage processes and procedures to ensure timely and quality completion of work according to clientsxe2x80x99 contractual obligations
• Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees
• Ensure the use of best practice workflows and operational excellence in activities are utilized
• Direct the training of team members on workflow and contractual modifications expeditiously
• Manage processes focused on effective customer service, ensure the immediate escalation of issues, and participate in meetings to discuss the case management process
• Analyze and on a monthly and quarterly basis operational statistics
• Perform other duties and responsibilities as assigned
• Responsible for coordinating subordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions

You must have:

• Bachelorxe2x80x99s degree from an accredited college in a healthcare-related field or equivalent experience/combined education
• Minimum 4 years of supervisory or management experience, preferably in a health care setting
• Must be able to successfully pass contractually required Federal background check
• Contract requires U.S. citizenship and the ability to obtain a DoD Common Access Card (CAC)
• The ability to successfully pass a Federal background check

Preferred to have:

• Call center or patient care experience
• Licensed Vocational Nurse (LVN), Medical Assistant (MA) or equivalent to a military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care
• Project management and medical case management life cycle experience

Typical Day:

• Positions are located ONSITE at our San Antonio, TX location
• Various shifts available

Pay and Benefits:

Pay Range $64K xe2x80x93 $70K annually

The QTC Management pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available .

Commitment to Diversity

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

*This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties, and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

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Experience Required

• 4 year(s): Minimum 4 years of supervisory or management experience, preferably in a health care setting

Preferred

• Project management and medical case management life cycle experience preferred
• Customer Service Call Center Experience preferred
• Licensed Vocational Nurse (LVN), Medical Assistant (MA) or equivalent to a military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care preferred

Education Required

• High School Diploma or better
• Bachelors or better in Health Administration or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractorxe2x80x99s legal duty to furnish information. 41 CFR 60-1.35(c)

QTC Management