Under direction of the Managing Director, Service Center Manager, or Operations Manager, leads a unit in producing a product of superior quality for Crawford & Company clients while meeting established production objectives and service standards.
Job Scope
Establishes and communicates performance standards and objectives and conducts performance appraisals.
Administers corrective action with regards to any performance deficiencies in line with human resource policies and procedures.
Recommends/approves salary adjustments, promotions, transfers and dismissals.
Administers all company human resource policies and procedures, communicates to staff, and ensures compliance.
Counsels team members on educational and job opportunities which will enhance their career development; keeps staff informed of current trends, changes or new developments in the department and company with periodic meetings.
Analyzes department statistics including case volume, and responds by allocating work accordingly to appropriate levels of production and quality
Communicates issue, decisions, and other related activities to appropriate personnel
Identifies goals, objectives, methods, and resources necessary to achieve expectations
Coordinates and develops projects or improvements with Operations Manager/Director and other personnel
Provides visibility of daily or monthly data to assist with performance management
Performs staff scheduling, ensuring accurate staffing levels
Documents all staff complaints and assists in resolution
Assists in execution of administrative tasks deemed necessary or as required
Ensures data maintenance for Content Management System (CMS) and all client systems
Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met
Keeps Operations Manager/Director informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to Operations Manager/Director for direction.
Recruits, hires and evaluates performance of personnel as necessary
Trains and develops new employees
Recommends candidates for cross-training and advanced training.
Encourages employees to pursue continuing education and monitors their completion of required courses; continues own personal development through continuing education and seminars
Ensures workloads are balanced and in line with defined staffing models. Makes recommendations to improve productivity and ensure timely closures.
Reviews files daily to provide instruction for further requirements needed based on best practice standards.
Ensures staff adheres to both internal and external compliance standards and protocols.
Upholds the Crawford Code of Business Conduct at all times
Demonstrates knowledge and understanding of Broadspire medical department policies and procedures and ability to communicate same with internal/ external customers as necessary
Acts as Quality Improvement Committee Member participant responsible for GBSC Operations (5%)
Functional Knowledge
Bachelor’s Degree (Four-year college course).
Must hold an active, professional license or certification without restrictions to practice as a health professional in the Philippines
Project Management Certification is recommended
At least two (2) years equivalent work experience as Team Manager
Ability to develop, implement and assess performance metrics
Proven record of boosting team performance and employee retention rates
Advanced computer skills and ability to work well under pressure individually and as part of a team
Responsible, calm and are able to plan and prioritize his/her work and other people’s daily activities.
Excellent communication and interpersonal skills with people at all levels
Proficiency of the English language, both in verbal and written
Strong customer orientation, active listening, and excellent phone handling skills
Demonstrates analytical thinking and effective conflict resolution skills
Ability to implement standards and procedures for security and performance management
Ability to multi-task, prioritize and manage own work and others' effectively
Demonstrate leadership with capability to motivate and inspire
Demonstrates initiative and implements changes to drive operational effectiveness and efficiency
Interpersonal skills - Ability to work independently and as a team member
Keen attention to details with regards to own work and of team members
Maintains high degree of professionalism and confidentiality
Ability to work all overtime holidays and weekends when operational requirements necessitate
Ability to make decisions in accordance with operating policies and practices
Must be able to work well unsupervised as well as supervise others, follow verbal and written instructions, work independently and pay close attention to details
Familiarity with legal, medical and technical disciplines