Conduent Call Center Operations Manager / Healthcare Operations Manager in Topeka, Kansas
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
The Position is located in Topeka, KS
The work may be performed from home considering the economic and office impact of Covid-19 with going into the Topeka, KS office at times
The Operations Manager will work with the Account Manager to provide overall operational leadership at the Topeka Clearinghouse (Medicaid Eligibility) and serves as the primary interface for Supervisors of Eligibility Professional and Customer Service Representatives. The Operations Manager must plan for, manage, and control the day-to-day of their teams services in this non-manufacturing environment and is responsible for their teams overall performance, resource allocation, facility, problem resolution and client relations. The operations manager is a strategic leader who will be responsible and accountable to ensure a strong positive relationship with the Client in support of the business. The Operations Manager will work with and act as a liaison between leadership, the client, and other teams to deliver client services on time and according to client specifications. Reporting to the Account Manager, the Operations Manager will be responsible for but not limited to:
Oversees the daily operations of a contact center and service center team to ensure performance metrics are met
Provides strategic leadership through a shared vision for the operation
Partner with leaders across departments to analyze our existing processes and identify opportunities to improve and optimize current operations and to ensure consistency and working within contractual requirements
Meets with customers to determine needs, solicit feedback on service levels and implement solutions to address issues.
Establishes operational objectives and work plans, and delegates assignments to subordinate managers
Analyzes workflow and assignments to ensure efficient and effective operations
Provides regular updates to senior management regarding client issues
Develop, implement, and review operational policies and procedures
Exercises judgment within defined procedures and policies to determine appropriate action.
Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company
Troubleshoot and create action plans to quickly and effectively address problems
Makes final decisions with Account Manager on administrative or operational matters and ensures operations' effective achievement of objectives.
Ensure all company policies and procedures are adhered to at the Clearinghouse which includes promoting our company values, fair process, diversity, and inclusion
Additional duties as assigned
Skills and Qualifications
Knowledge of Kansas Medicaid and managed care programs and/or policy experience or equivalent program and policy knowledge.
Client Services / Client Relationship Management experience
Strong interpersonal, communication, and organizational skills
Proven problem solving skills and analytical thought process
Proven ability to exercise good judgment
Demonstrated experience leading teams in end to end operations and not limited to one aspect of the overall operations
Bachelor’s Degree in business, management, or related field
Minimum of 5+ years of recent management experience
Proficient in Microsoft Solutions Suite (SharePoint, Teams, etc.)
Job Track Description:
Requires broad technical expertise and company/industry knowledge.
Accountable for program management functions.
Assists others in achieving goals.
Manages performance appraisals and pay reviews.
Manages training for 3 or more employees.
Manages hiring and termination actions.
Requires broad technical expertise and company/industry knowledge.
Is accountable for program management functions.
Accountable for team performance and results.
Manages professional employees and/or supervisors.
Adapts plans and priorities based on resource and operational challenges.
Acts based on policies, procedures.
Receives guidance from managers.
Provides technical guidance to employees, colleagues, and customers.
Understands and applies concepts in the field of expertise.
Has growing knowledge of other disciplines.
- Translates strategy and priorities into work product.
Positively impacts the level of service.
Impacts the team’s ability to meet quality, volume, and timeline targets.
Guides based on policies, resource requirements, budgets, and business plans.
Builds team engagement to meet service and operational challenges.
Provides recommendations for OT, operational expenses, and rollup data.
Resolves technical, operational, and organizational problems.
May take part in solving problems across a matrix.
- Guides and influences internal and external customers, or agencies.
Leads day-to-day functions and activities across departments, including people management and operational subjects.
Assists in business unit performance driving SLAs and adherence to business unit metrics.
Drives innovation and efficiencies of business opportunities, applying processes improvements, and new systems.
Helps manage employee teams through coaching and development
Addresses people matters and identifies development opportunities.
Day-to-day operations client contact to resolve systems issues.
Provides feedback to clients on quality and workload issues.
Generates reports on performance measurement and KPIs to facilitate business decisions.
Responsible for compliance with organizational policies and local regulations.
Responsible for keeping the business continuity plan (BCP) updated and executed.
Performs other duties as assigned.
Complies with all policies, procedures, and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent’s ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
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