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OverviewGuidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com. ResponsibilitiesGuidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com. Position Summary The Operations Manager oversees the day-to-day operations for Patient Financial Services. This position is responsible for meeting and exceeding department goals and supervising Project Supervisors and collections staff. This position will maintain client relationships at the servicing level and will monitor compliance with State and Federal laws and guidelines. The Operations Manager will perform any and all job-related duties as assigned. Essential Job Functions Able to prioritize tasks and work independently without supervision
Excellent verbal and written communication skills
Strong Customer Service skills
Able to work in a fast pace environment
Strong attention to details and accuracy
Strong analytical and research skills
Understand and meet clients’ specific needs
Leadership & Training
Ensure all functions are compliant with federal, state, local and client procedures and laws
Duties and Responsibilities
Meet and exceed department goals.
Fill-in for when and where needed.
Monitor productivity and quality
Develop agents to meet and exceed expectations
Verify and monitor time off requests.
Ensure employee compliance with Guidehouse policies and procedures.
Compile and forward employee time sheets to payroll for processing.
Provide reports and statistical information for management and clients.
Promote teamwork and a positive work environment.
Client Responsibility:
Ensure compliance with all client policies and procedures.
Manage employees as contract requires.
Provide reports and statistics.
Process write-offs, adjustments and cancellations.
Ensures that communication with clients is timely, thorough and accurate, and is adequate to enable the client with the ability to resolve issues identified in the course of audits.
Ensures that all services are provided within the constraints of applicable laws.
Ensures that all services are provided in a comprehensive manner that maximizes the benefits derived by the client.
Ensures that all services are provided within the framework of the governing contract.
Ensures that all services are provided in such a manner as to protect the revenue stream of the client.
Responsible for client reporting as it relates to Monthly Statements.
Responsible for development of Performance Indicators and communication with client regarding Performance Indicators.
Responsible for a continual assessment of client needs and potential solutions available through Guidehouse or Guidehouse partner.
Responsible for internal quality and performance monitoring to ensure that client expectations are being achieved.
QualificationsHigh School Diploma with a minimum of 5 years’ leadership experience with a healthcare provider or an outsourcing company.
Bachelor’s degree required
Contact Center experience preferred
PC skills in a Windows environment are required. Knowledge and utilization of desktop applications to include Word and Excel is essential.
Excellent verbal and written communication skills.
Ability to initiate and follow through on projects and work independently with minimal supervision required.
Previous staff supervisory experience required.
Extensive knowledge in Customer Service and Call Centers.
Ability to interact on a professional level.
Additional RequirementsThe successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.
This position is open to candidates virtually from Montana, New Mexico, Utah, Wyoming, Arizona or Eastern, Pacific and Central time zones.
DisclaimerGuidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. Rewards and Benefits Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Parental Leave and Adoption Assistance 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short-Term & Long-Term Disability Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back-Up Childcare Program Position may be eligible for a discretionary variable incentive
