Healthcare Operations Manager

Responsibilities

• Manage multiple Client accounts - overseeing 4-6 different client accounts.
• Ensure account(s) meet client KPIs and service level expectations within our control.
• Lead weekly status meetings with clients covering: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
• Confidently lead conversations with clients, educate, speak to the numbers, and negotiate demands.
• Be the main point of contact for all client escalations.
• Adhere to an internal reporting cadence to oversee team and client performance.
• Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates.
• Lead team communication around major account changes (HQ personnel, systems, timelines, channels, etc.).
• Depending on account size, onboard new associates and ensure they have everything needed for training and job.
• Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
• Manage P&L to maximize margin and grow the account.
• Create, maintain, and manage schedules, approve timesheets and time off requests.
• Onboard new clients through coordination with sales, recruiting, and operations.
• Other duties as assigned by the VP of Client Operations.

Qualifications, Requirements And Characteristics

• Minimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment.
• Minimum 5+ years Healthcare Operations experience on the member or provider side.
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly).
• A strong preference for experience with Microsoft Powerpoint and/or Google Slides.
• Able to be a balanced advocate for your team, the client, and Compass.
• Excellent written and verbal communication skills and a professional demeanor.
• Availability: Full Time position (salaried), Weekdays, weekends, and nights (depending on client hours of operation).
• Office location: Columbus, Ohio (currently working remotely).

What We Offer

• Training and career development opportunities.
• Flexible schedules and remote working options.
• A comprehensive benefits package for FT US-based employees.
• Competitive wages.
• Paid time off and paid holidays.
• The opportunity to work with the best teams, supporting some of the best online brands!