Description and Requirements
As part of Healthfirst's comprehensive care management approach, the Sr Mgr Field Care Coordinator (FCC), oversees the full life cycle of the Field Care Management strategy and delivery for Healthfirst. This role will supervise a group of team leaders who manage a team of field employees. The Sr Mgr presents key business reports, metrics and data to the Executive Leadership/Department VPs on a regular basis in addition to data on team performance against metrics to senior leaders and cross-functional teams. The incumbent will ensure effective and successful management of resources and associated productivity to achieve strategic departmental goals without compromising the quality established for the FCC team. It is the Sr Mgrs responsibility to ensure that all FCC changes and processes are implemented and executed in a data driven manner resulting in compliance with Regulatory guidelines and customer driven SLAs, all the while providing superior customer service to both external and internal customers.
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This is a hybrid role and will have a mix of remote and in-office presence.
- Oversees the execution and delivery of departmental productivity and quality metrics; and customer-service standards
- Works to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs
- Monitors and ensures administrative operational tasks assigned are consistently aligned with the needs defined by the FCC team's downstream customers
- Operates as a champion of change and steward of the team through the ever-changing landscape of processes and systems
- Upholds the credibility of the department through strategic reporting and communication planning
- Assists the FCC Team Leads to strategically solve member concerns and/or issues that may arise during the day-to-day operations
- Develops and monitors team goals; provides ongoing feedback and coaching; conducts annual performance reviews; leads by example; and ensures an atmosphere of open communication, teamwork, and empowerment to make informed decisions
- Advises direct reports on the talent strategy in order to ensure selection and recruitment of top management talent, effectively manage and coach operations managers
- Communicates customer issues and devises ways of improving the customer experience, including resolving problems and complaints
- Analyzes process workflows, identifies and implements changes to gain efficiencies, and initiates corrective actions
- Assists leadership in developing department strategies including cascading goals and managing the delegation of directives to achieve successful completion and implementation of those strategies
- Enforces compliance with written and electronic documentation and data entry including HIPAA standards for confidentiality
- Oversees and strategically develops the operational client relationships by conducting review meetings and day to day ops liaison within key work streams as needed
- Additional duties as assigned
Minimum Qualifications:
- Bachelor's degree and/ or 5+ years of operations management experience
- Demonstrated professionalism with prior leadership skills along with the ability to develop, direct, and support a team
- Demonstrated ability to build and foster effective relationships
- Experience in a role requiring independent-critical thinking, time management, problem solving and achieving goals
- Ability to travel to any HF offices for meetings and/or trainings
- Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills
- Proficient computer skills experience, including proficiency with Microsoft Outlook, Word and Excel
Preferred Qualifications:
- Registered Nurse or LCSW/LMSW
- Bilingual Spanish
- Adept at planning, organizing, and executing strategies
- Ability to build and enhance team productivity to achieve team goals
- Experience working in the insurance industry, preferably in health care, business or related environment.
- Translating and interpreting data and analytics to set key business strategy
- Working knowledge and understanding of medical terminology
Hiring Range:
- Greater New York City Area (NY, NJ, CT residents): $119,900 - $183,430
- All Other Locations (within approved locations): $102,600 - $156,655
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.