Manager - Operations

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.

The ideal candidate for the Manager Operations role will have a passion for effectively leading and developing a team of associates with the goal of driving operational strategies that support the growth of the business. This job can provide excellent opportunities for growth as the candidate many be required to support varying lines of business. Managing associates in completing department functions and ensuring areas of responsibility are delivering cost effective service in a quality manner by providing prompt, accurate, and professional responses. The successful applicant will have a track record managing in a fast-paced environment where competing priorities must be effectively balanced. The applicant will also have experience demonstrating the courage to honestly lead difficult conversations, coupled with the sensitivity and talent to constructively engage partners to deliver solutions for our customers, clients, brokers, and providers.

Responsibilities

• Achieves and maintains preferred standards for the department

• Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies

• Communicates, implements, and interprets corporate and departmental policies and procedures

• Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence and site visits

• Approves special consideration and handling for customers

• Ensures an maintains positive working relationships with group leaders, benefit administrators and account executives

• Selects, develops, appraises and recommends compensation for associates

• Manages departmental budgets

• Manages achievement of service level goals and key performance metrics in compliance with organizational and regulatory requirements.

• Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.

• Develops, implements and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.

• Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling. Plans, approves and implements programs for the development of team members.

• Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality and service standards.

Education

• This position requires an undergraduate degree, preferably in business administration

Experience

• A minimum of three (3) years of managerial experience. In lieu of a degree, five (5) to seven (7) years of management experience is required.

Knowledge, Skills, Abilities

• Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products

• Must have a thorough understanding of benefits and claims processing functions.

• Must have the ability to manage the area of responsibility and possess managerial skills necessary for organizing, planning, controlling, budgeting, developing and motivating employees in the accomplishment of assigned tasks.

• Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Independence has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania