Sr. Manager, Operations

Your Role

The Behavioral Health Intake and Specialty teams receive requests for authorization for all BSC lines of business. The Sr. Manager, Operations will report to the Director, Behavioral Health Utilization Management. In this role you will oversee all intake functions and non-clinical case processing ensuring compliance with accreditation, regulatory and contractual requirements. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning. 

Your Work

In this role, you will:

• Be responsible for multiple team(s), department(s) or functional area(s); drives results aligned with planning, cost management and methods
• Foster a great place to work by clearly communicating mission, vision, goals, roles, and expectations for team members; recognizing top talent and team achievements; building successful working relationships across the organization; ensuring a safe and healthy work environment; delivering the tools, time, and talent needed to succeed
• Own the budget management, resource management, process improvements, and technology changes for the team(s), department(s) or functional area(s) within purview of this role
• Manage several related projects, often with the intention of improving the organization's performance
• Manage a team of managers, operations specialists and non-clinical staff who conduct intake activities and support the triage and processing of continuity of care and exception requests.
• Oversee all intake functions and assume responsibility for ensuring compliance to accreditation, regulatory and contractual requirements
• Maintain ongoing relationships with vendor partners to ensure compliance with regulations, SLAs and performance
• Utilize data driven reporting to develop committee presentations and provide qualitative analysis 

Your Knowledge and Experience

• Requires a bachelor’s degree or equivalent experience
• Requires at least 10 years of prior relevant experience, including 4 years of management experience
• Requires practical knowledge in leading and managing the execution of processes within a call center
• Requires the ability to analyze data, complete root cause analysis, and develop process improvement and/or corrective action plans
• Experience developing processes, workflows and documentation required 
• Requires an understanding of data and analytics to monitor performance