YOUR JOB
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
Recommend and implement innovative strategies to ilig all three different segments, improve efficiency and provide excellent customer service.
Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
Performed quarterly check-in and career development talks. Ensure appropriate performance management actions are taken
Proactively address and/or escalate any risks.
Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.
Escalation point for complex cases a, complaint and financial verification and exceptional payment
Key contact with Teladoc for escalated cases
Handle complex complaint cases, perform root cause analysis and report to CCM team manager.
YOUR PROFILE
Minimum of three years experience in an operational team
Active language knowledge of at least English; any additional language is a plus
Experience and/or interest in coaching, managing, developing and motivating individuals
Experience in complaint management – with a proven track record in improving customer service standards
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Excellent interpersonal skills: strong empathy and listening skills
Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
Action-orientated problem-solving skills
Excellent organization, planning and prioritization skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Personal flexibility and adaptable to change
Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
Accountability – assumes ownership for achieving personal results and collective goals
This is a band 3 higher function
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