Job Description
Department: Care Coordination Services
FLSA Status: Non-Exempt
- MUST BE ABLE TO WORK M-F 10am-6pm CST***
Overview Of Position
The Operations Supervisor for the Care Coordination Services department is responsible for assisting with the execution of daily operations through staff training, supervision and team building. The Operations Supervisor coordinates with the Operations Representatives to ensure coverage and maintain service levels for assigned clients. The primary function of the supervisor is measure against standards to identify variances in performance, understanding root cause reasons for variance and taking the actions needed to improve productivity of the representatives, the team and the company.
In addition, the Operations Supervisor will act as coach and mentor for the Operations Representatives, providing ongoing training and skills development. Successful Operations Supervisors will effectively adapt to changes in workflow; maintain a thorough understanding of Verisma processes and procedures; as well as to understand and effectively navigate the various
electronic medical records systems (EMRs).
In addition to demonstrating Verisma values applicable to all positions, the Operations Supervisor is responsible for the following:
Supervisor Job Responsibilities
- Supervise day to day operations of the area, clients and staff assigned to them
- Plan, schedule and assign activities to ensure Reps have enough work to earn their required
hours
- Rebalance Crewing and Workload as required throughout the day
- Ensure department KPIs and SLAs are being met
- Measure performance against standards
- Identify any variance to standard
- Know and understand the root cause for variances
- Take corrective actions to address the root cause and improve performance:
- Increase frequency of following up
- Implement, monitor and review Hourly Volume Tracker
- Have employee share their screen to observe that the correct process is being
performed
- Institute a ‘Training Plan’
- As last resort, put rep on a ‘PIP’
- Follow-Up on issues and actions to ensure progress is made for improvement
- Adjust PGLs where/when needed and make changes in the system(s)
- Report to Management accordingly
- Provide client information and assist with forecasting volumes for updating the Master
Schedule
- Assist in maintaining client Statement of Work (SOW)
- Develop employee schedules
- Monitor and supervise employee schedules and their work times and hours logged
- Review and manage time off and attendance
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