Retrieval Operations Manager

Datavant protects, connects, and delivers the world’s health data to power better decisions and advance human health. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

You Will:

• The Retrieval Operations Manager is responsible for managing the day-to-day operations and performance of chart retrieval activities with supervisory authority over a team of contact center leaders
• The Retrieval Operations Manager is responsible for fostering team unity and building relationships while working closely with their team and fellow managers to continually reach department and company-wide business performance goals
• The Retrieval Operations Manager is responsible for exercising good judgment in resolving operational and production related issues
• Additionally, the Retrieval Operations Manager is responsible for resolving customer issues, controlling cost, and supporting customer and associate retention
• This position implements policies and procedures and monitors and drives strategies around daily performance of outbound/inbound teams to generate desired production and performance outcomes
• Oversee the day-to-day operations of the Offsite Retrieval business focusing on consistent achievement of all client and operation’s objectives
• Identify and recommend improvement opportunities related to processes and operational outcomes
• Drive continuous improvement initiatives and improve consistency to ensure operational targets are achieved
• Develop operational strategies that complement the overarching business goals of the company to continually meet and exceed performance targets
• Creates and implements strategies to improve collection performance of outstanding charts
• Effectively allocates resources across projects, work teams, and skill levels
• Ensures adherence to Standard Operating Procedures and Compliance Guidelines
• Coach and develop leaders and team members for continued improvement
• Monitor departmental, team and individual results to address potential productivity and customer concerns
• Acquire and leverage Provider knowledge to improve the chart retrieval conversion rate
• Partner across retrieval methods and functions to improve chart retrieval performance
• Leverage operational reports, analyze data pertaining to the department to understand performance, and effectively manage the business
• Serves as an escalation point and liaison between internal departments to support and resolve client, production or other operational concerns and issue resolution as it relates to Offsite Operations
• Foster a One Ciox culture that is aligned with the company’s values, promotes ethical practices, customer focus and service and encourages individual integrity
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality associates at all levels
• Required compliance with all aspects of Ciox’s Code of Conduct, Policies, and Employee Handbook
• Assist with additional work duties or responsibilities as evident or required
• Flexibility with working hours, which may include hours outside of normal scheduled work hours
• To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.

What You Will Bring to the Table:

• Thorough understanding of contact center operations, principles, and metrics
• Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and Contact Center technologies
• Bias toward action and hands-on work ethic
• Strong leadership skills and demonstrated capacity to produce results in a complex and fast-paced organization
• Strong communication and strategic thinking skills
• Effective decision making; ability to make fact-based operational decisions qui