Manager, Shared Services Operations

Key Responsibilities

Operations Quality Assurance

• Lead a team responsible for monitoring and reporting on the quality performance of operations, including Claims, Customer Service, Enrollment, and other departments.
• Provide insightful reporting on program performance and collaborate with operations supervisors to implement best practices that improve quality.
• Develop strong cross-functional partnerships across the organization to drive quality improvements.

Training

• Manage a team of Training Coordinators and oversee training programs and materials, ensuring alignment with the company’s strategic training vision.
• Maintain and update training materials, ensuring they are comprehensive and accessible.
• Track training activities for new and existing employees and collaborate with business partners to ensure training schedules are met.

Administrative Support

• Supervise and coordinate the activities of the support staff across various operations (Claims, Customer Service, Enrollment).
• Implement and manage Key Performance Indicators (KPIs) to monitor and maintain performance and quality standards for support staff.
• Provide administrative support to all areas within Operations, including claims processing and customer service.

Additional Responsibilities

• Set strategic direction and goals for effective operational support, focusing on efficiency, quality, and process improvement.
• Facilitate continuous improvement efforts and implement best practices in training programs.
• Collaborate with internal teams to investigate, analyze, and resolve operational issues.
• Manage program training priorities, forecasting resources, and policies.
• Support internal audits as required and complete special projects as assigned.

Qualification & Requirements

• Bachelor’s degree or equivalent supervisory/leadership experience (2-3 years).
• Previous experience in claims processing, customer service, or a related field, with demonstrated leadership skills.
• Strong knowledge of operational processes, training methodologies, and quality assurance practices.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Word and Excel, with the ability to work in a Windows environment.
• Previous experience in an insurance or dental benefits environment is preferred.

Physical Demands

• Ability to sit at a desk for extended periods (minimum 5 hours per day).
• Frequent use of a computer and keyboard for data entry and display screen viewing.

Work Environment

• Moderate noise level in the work environment.
• The position requires signing a confidentiality agreement.

Benefits

As a valued member of our team, you will have the opportunity to make a significant impact on the quality and efficiency of our operations, while working in a collaborative and dynamic environment. We offer a competitive compensation package that includes comprehensive benefits such as:

• Medical, dental, Rx, and vision coverage
• a 401(k)+ plan
• Tuition reimbursement
• Paid time off
• and more!