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New

Operations Manager

Arkos Health

This is a Full-time position in Las Vegas, NV posted November 23, 2021.

Full Job Description:

The Operations Manager is directly responsible for the day-to-day oversight and success of the Clinical Call Center.

This role ensures quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels, and timely resolution of requests to exceed or meet established performance expectations.

The build and manage the team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.

The Company:

This role is with Arkos Health Inc.

Arkos serves health plans and provider organizations an integrated system-of-care comprised of clinical and social services backed by a robust technology platform.

By engaging individuals with virtual, in-home, in-clinic and in-facility care options, Arkos Health delivers advanced community-based health services that allow our clients to live healthier, more independent lives.

All Employees MUST be fully COVID-19 Vaccinated.

Essential Duties and Responsibilities:
Accountable for the daily operations of the call center across all programs including but not limited to: Chronic Care Management, Transitional Care Services, Telephonic Care Management, Emergency Dept.

Care Coordination, etc.
Responsible for daily workforce management:
Employee scheduling, time tracking, and biweekly payroll submission

Employee performance and productivity including appraisals and disciplinary actions (in partnership with Human Resources)

Leads and facilitates all team communications.

Ensures successful hiring, onboarding, training, ongoing coaching, company policy adherence, issue de-escalation and resolution in partnership with Human Resources

Serves as main point of contact for all employees, leading team communications and meetings (recurring and one-time)

Resource Management:
Possesses a technical understanding of and ability to provide education and support on key systems and software including but not limited to: Five9 and CarePointe.

Ensures functionality of systems, software, and equipment daily coordinating with IT and vendor partners to mitigate and resolve technical service interruptions.

Monitors facility supplies coordinating with Facilities Manager to ensure timely restock and delivery of necessary office supplies.

Ensures cost-conscious and appropriate use of company supplies and equipment.

Reviews daily performance reports adjusting workforce and operations to execute / achieve all goals & targets.
Supports the operationalization of new programs and clients.
Develops and executes departmental workflows, processes, and procedures in partnership with Clinical Director.
Works collaboratively with Director of Clinical Services to ensure operational and clinical performance and quality are aligned appropriately escalating disputes to Market President for Population Health Division of Arkos for Nevada.

Qualifications/Skills:
Bachelor’s degree in a related field, or 10 years of directly related experience required.
Ability to communicate effectively and in a professional manner with all levels of internal staff and external customers.
Ability to be detail-oriented, able to function under pressure and able to prioritize and re-prioritize tasks as needed.
Ability to work both independently and as part of a team, with minimal supervision.
Excellent customer service and communication skills, both oral and written.

Benefits:
Fully paid employee medical/dental/vision/life/short term disability
Employer matching 401(k)
15 days annual combined sick/PTO with 9 paid holidays

Must complete our Culture Index Survey.

Take the assessment at https://portal.cultureindex.com/public/survey/general/bg3VS0H2kF.

This is not a pass/fail test and does not measure intelligence.

Arkos Health EEO Statement

All Arkos Health divisions are Equal Opportunity Employers.

We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other status protected under federal, state or local laws.

Arkos Health is a drug free workplace.

All job applicants selected for employment are required to submit to a pre-employment drug test and background check.