Manager, Support Operations

Support Operations Supervisor

Serves as a primary point of contact and escalation of Support Operations activities. Acts as a subject matter expert providing leadership, support and supervision for Support Operations areas within GCM Clinical Case Management. This supervisory / management position ensures that the day-to-day operations of Support Operations Associate (SOA) personnel within Data Entry, Clerical, Document Specialists, clinical case initiation, and Reconciliation areas are performed accurately and efficiently in accordance with established compliance timelines. Responsible for direct coordination of workflow of support staff personnel, direct precepting, training and documentation of new hires and contract personnel to all aspects of Support Operations function. Ensures team consistently implements all applicable processes. Responsible for the overall tracking and maintenance of workflow management systems and metrics and quality.

Core job requirements include :

• Assess impact of issues on Support Operations and implements remedies or escalates appropriately with recommended resolutions.
• Assists with implementing strategy for the Support Operations area by translating business strategies / changing business conditions into clear objectives and tactics / contingency plan making the strategies clear to others.
• Responsible for compliance with applicable Corporate and Divisional Policies and Procedures while providing leadership and Support to Support Operations team.
• Ensures that the day-to-day operations of SOA Case initiation, Data Entry, Clerical, Document Specialist and Reconciliation SOAs are performed accurately and efficiently in accordance with established compliance timelines.
• Responsible for direct coordination of workflow, precepting, training and documentation of new hires and contract personnel to all aspects of Support Operations function.
• Responsible for regular updates for cross-functional team and stakeholders on assigned projects.
• Builds Support Operation team through development of employees and maintaining collaboration with departmental stakeholders.
• Ensures audit and inspection readiness and supports audits as necessary.
• Participates in the hiring process and develops direct reports by identifying short and long-term goals for their personal growth; develops direct reports by incorporating a cross-training program.
• Performs administrative tasks such as workload scheduling, timecard approvals, attendance monitoring and counselling, goal implementation and reviews, vacation request scheduling and overtime scheduling.
• Monitors and evaluates personnel performance against expectations, providing performance feedback in performing annual job performance appraisals.
• This role is a hybrid role with onsite at our Lake County, IL headquarters required.

Qualifications :