Senior Manager, Customer Service and Verification of Benefits

Job Summary: The Senior Operations Manager will lead the Enrollment Services Team and the Verification of Benefits, encompassing the VAD team, INR team, HealthCheck Tier 1 Call Center, Professional Services, and Supply Orders Team. Total team count is eighty-three (83). This role is pivotal in driving the strategic direction and operational excellence of the team, with a strong focus on key metrics such as cycle time, quality, and labor efficiency. The Senior Operations Manager will manage five supervisors and foster engagement across the entire Enrollment Services and Verification of Benefits Team. This role involves compiling, analyzing, and reporting performance results, identifying improvement opportunities, and collaborating with the US team for continuous improvement. The role requires close coordination of action steps for two verticals – Customer Service for the Enrollment Services Team and Revenue Cycle Management Team in charge of Verification of Benefits. Additionally, the Senior Operations Manager will provide strategic insights and recommendations to the business regarding Enrollment Services and Verification of Benefits and contribute to the overall organizational strategy. The Senior Operations Manager will help lead the Net Promoter Score drive for Customer Service, ensuring no delays in processing patient enrollments and onboarding as well as managing the direct impact of the performance of Verification of Benefits to Billing and Collections cycle time and ultimately to the Day Sales Outstanding (DSO) for Acelis Connected Health.

Key Responsibilities

1. Strategic Leadership: Lead and manage the Enrollment Services and Verification of Benefits, including the VAD team for both verticals, INR team for both verticals, Healthcheck Tier 1 Call Center, Professional Services, and Supply Orders Team, ensuring alignment with organizational goals.

2. Operational Excellence: Drive the overall performance of the team, focusing on enrollment cycle time, quality, and labor efficiency, Billing and Collections cycle time and implement best practices for continuous improvement.

3. Supervisory Role: Manage five supervisors and ensure the engagement, development, and productivity of the entire Enrollment Services and Verification of Benefits Teams

4. Advanced Data Analysis: Compile, analyze, and report periodic performance results, identify improvement opportunities, and partner with the US team for continuous improvement for both verticals

5. Strategic Business Insights: Provide strategic insights and recommendations to the business regarding Enrollment Services and Verification of Benefits and contribute to the overall organizational strategy.

6. Stakeholder Collaboration: Collaborate with senior leadership and cross-functional teams to drive initiatives that enhance operational efficiency and effectiveness. Drive the US-Manila Effectiveness plan.

Qualifications

• Relevant experience in operations and commercial sales contracting within the bio-tech/healthcare industry
• Regulatory compliance and policy management in one (or multiple) of the following fields: DME, hospital administration, Medicare, Medicaid, commercial payors
• Experience leading regulatory audits, either as auditor or auditee
• Experience working with government bodies (Medicare, state Medicaid, state & local licensing) in the supply of medical products and/or services
• Commercial payor (e.g. medical insurance companies) contracting and relations
• Strategic oversight for new business service models related to regulatory, quality, and payor relations.
• Demonstrated ability to effectively and constructively communicate across departmental disciplines while pursuing department goals.
• Experience with regulations pertaining to being a service provider for durable medical equipment (DME) and/or an independent diagnostic test facility (IDTF) strongly preferred
• Experience and competency with EMR systems, Government and Insurance Portals
• Must have excellent oral, written and interpersonal communication skills
• Must have customer service attitude & good computer skills (Microsoft Word, Excel, Outlook, etc.)
• Self-starter and a multi-tasker
• Ability to work in a high volume, dynamic team environment