Provider Services Assistant Manager-Helpdesk

Role: PROVIDER SERVICES ASSISTANT MANAGER - HELPDESK

Level: Assistant Manager

Reporting Line: Provider Services Manager

Customer Type: Maxicare Providers and Members

Position Accountability Statement

The Provider Services Assistant Manager-Helpdesk is accountable for the direct management of the InHouse E2E team to drive performance to achieve the organizational goals. This position will have complete ownership of programs and accountability for operational, financial, and customer results.

Broad Responsibility Highlights

The following broad responsibility statements are representative of the basic expectations about the role or function.Depending on business needs and exigencies, these responsibility statements may be modified. Critical to any leadership function is the need to demonstrate flexibility and agility in adapting to the changing requirements of the business.

• Provides critical input to strategy development and ensures the operational implementation and execution is aligned with the overall Department strategy including formation of goals, priorities, action plans and communication to ensure total organizational alignment.
• Leads the evaluation of team performance, conducts needs assessments, and implements initiatives for optimization and risk management. Encourages a positive, collaborative work environment and fosters open communication across the team.
• Manage day-to-day activities, ensuring workflow efficiency and addressing issues as they arise. Compiles and delivers accurate, timely reports on team performance and strategic goals, identifying trends and opportunities for improvement.
• Provides continuous feedback, coaching, and mentoring to team members. Collaborate with the Support Services team (Learning & Development, Quality Assurance, & etc.) to enhance individual and team skills, driving continuous improvement and performance growth.
• Collaborates with internal and external stakeholders to facilitate issue resolution and service recovery.
• Reviews and contributes in updating work processes, policies, procedures, work instructions, workflow, and other documentation as may be required in compliance to existing ISO Certification standards. Ensures team members are updated on the policies and procedures and complying with company standards.
• Develop and maintain a strong provider-partner relationship by regularly communicating with providers, understanding their needs and concerns, ensuring alignment with company policies and objectives.
• Report and escalate if necessary any facility-related problems to the Admin team. Procure and ensure the center has enough with medical and non medical supplies.
• Execute various campaigns and tasks as needed during manpower shortages, business continuity planning (BCP) events, or when Service Level (SL) for other teams or sub-units are critically low, ensuring operations remain smooth and responsive to immediate demands.

Desired Skills And Competencies

• Leadership and Customer Service Orientation: Ability to inspire and motivate teams while delivering exceptional service and promoting organizational benefits.
• Strong Communication and Escalation Management: Excellent verbal and written communication skills, adept at clarifying issues and effectively escalating complex cases.
• Performance Management: Experience in overseeing team performance, providing feedback, and conducting performance reviews.
• Training and Development Facilitation: Skilled in enhancing team skills through training, mentoring, and facilitating orientation sessions.
• Documentation and Operational Workflow Management: Detail-oriented with experience in managing operational workflows and updating process documentation.
• Adaptability and Ethical Standards: Flexible in adjusting to changing circumstances while maintaining patient confidentiality and adhering to ethical practices.

Professional Qualifications

• Bachelor's degree in a medical-related field or with a minimum of 3-5 years of relevant healthcare experience
• Proven leadership abilities, with experience creating a collaborative work environment and driving effective cross-functional communication.
• Excellent Performance management skills
• Knowledge of relevant industry regulations, compliance standards, and best practices in quality management and the ability to ensure adherence to company policies and guidelines as advantage.
• Proficient in data entry and transaction processing with attention to detail.
• Proficient in using Google Applications (Gmail, GSheets, GSlides & etc.).