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Accentuate Staffing is currently recruiting for an Operations Manager to join a local company in the Raleigh area.   This position will be responsible for the development and management of Client Services Representatives and Call Center Team to ensure client satisfaction and retention, and employee satisfaction and productivity. This position supports the implementation of new clients, which includes: creation, compilation and distribution of materials necessary for the implementation and serving of customers by planning and implementing call center strategies, improving systems and processes, and managing staff.

Responsibilities:

• Determines client services and call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses.
• Serves as the subject matter expert on systems used in daily client service duties, which include but are not limited to: claims adjudication system, Salesforce, and Microsoft Office Suite.
• Completes pricing reviews: reviewing rates and plan set up in the electronic adjudication system for accuracy, resolving any issues/discrepancies, and assisting in the development of new pricing strategies to positively impact revenue goals.
• Researches claims history to determine possible future business, options, and profit margins.
• Prepares client services and call center performance reports by collecting, analyzing, and summarizing data and trends.
• Responds to pharmacy questions and requests regarding volumes, comparisons, and reports.
• Coordinates with both internal and external clients and staff to meet business needs and client goals.
• Successfully completed and assigned projects, and all related project deliverables from inception to completion.
• Facilitates data entry coding and Client Services Representative duties relating to new client implementation.
• Ability to meet and hold a flexible work schedule in order to fulfill the responsibility of managing employees in a 24/7/365 environment.
• Represents the organization in a positive and professional manner maintaining confidentiality with HIPAA related PHI.

Requirements:

• Bachelor’s degree within Marketing, Business, Communications, Health Care, or related discipline preferred.
• 5 -7 years’ experience within customer service or client services.
• 5 years’ previous supervisory experience.
• Desired 2 years’ experience within Operations Management or Call Center Management.
• Previous experience in business, transportation, or Pharmacy Benefit Management.
• Excellent oral, written, and technical and relationship communication skills.
• Strong problem solving skills, analytical, and decision making skills.
• Ability to comprehend and process large amounts of data.
• Excellent written, interpersonal, listening, and verbal communication skills.
• Project, case, and time management skills