Assistant Manager

1)           Operational Efficiency

•            Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance

•            Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams 

•            Initiate root cause analysis and monitor action plans for identified opportunities

•            Provide effective coaching and feedback to Nurse Associates that enable them to improve their performance

•            Work closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans

•            Monitor efficiency and initiate control measures to minimize variances in workload over time

•            Executive monthly, quarterly, and annual performance review of Nurse Associates and consequent development processes effectively

•            Ensures the team's understanding and use of information system capability and functionality

•            Ensure implementation and monitoring of best practice approaches and innovations to better address the Case Manager and Utilization Management Nurse Consultant needs across the continuum of care 

•            Ensure compliance with internal policies and procedures, external regulations and information security standards

•            Effectively forecast and manage the process volume, allocation, and staffing following the Statement of Work on a daily basis

•            Maintain accurate reporting and cascading of information to internal and external stakeholders

•            Update mandatory process trackers and files for compliance purposes

•            Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking

•            Oversee and facilitate implementation of updates management and training for new hires and/or team members

•            Lead calibration sessions to ensure process knowledge alignment

•            Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

•            May have responsibility for their own case load work 

2)            People Management

•            Select staff using clearly defined requirements in terms of education, experience, technical and performance skills 

•            Formulate individualized plan with the CSRs/Nurse Associates to fully understand their career aspirations

•            Develop a strong succession plan to encourage organic growth and facilitate “role ready” resources to ensures leadership continuity internally

•            Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed

•            Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance

•            Initiate engagement activities such as Monthly Townhall, Team building, and Internal group sessions to promote camaraderie within the department

•            Lead change efforts while managing transitions within a team

•            Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

3)           Client Satisfaction

•            Supervise the implementation of contact center management services

•            Ensure business goals are met and compliance with policies and procedures is maintained

•            Protects the confidentiality of member information and adheres to company policies regarding confidentiality

•            Handle client feedback and escalations

•            Promotes communication, both internally and externally to enhance effectiveness of medical management services 

•            Produce monthly or weekly dashboard/business reviews in partnership with support teams

•            Client interaction such as touch base, business reviews, and calls where Assistant Manager involvement is required