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Manager of Operations, Transcription and Customer Support (scotts valley) |
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Monday, 10 December 2007 |
Job Summary
DeVenture Health Partners is a dynamic, growing company focused on delivering medical transcription and technology management solutions to the healthcare industry. We are seeking a highly motivated and professional individual to fill the position of Manager of Operations, Transcription and Customer Support. The positions will be office based in our newly opened office in Scotts Valley, CA.
Demand/Capacity Analysis and Oversight
o Account demand planning
o SHINE and eScription TAT report monitoring, workpool set-up and oversight
o MT Scheduling Oversight
Staffing/Hiring Oversight
o Analysis of staffing needs in coordination with Team Leads, Recruiting Manager and Sales Manager
o Interviewing of prospective transcription candidates in coordination with Recruiting Manager and Team Leads
General Team Leadership
o Mentoring , Motivating and Leading Team Leads
o MT Ranking and Performance Development
o Manage escalated employee issue of reliability and performance
Develop and Manage the MT Training and Certification Program
Coordinate the Development of the MT SWAT Team
Project Manage All New Client Migrations
Customer Support
o Make sure Team Lead provide accurate and timely fulfillment of customer queries
o Project management of escalated client issues
o Ongoing client communications as necessary to maintain client satisfaction
Minimum Requirements
10-15 years operations management experience in the medical transcription or customer support industry
Experience managing a team of 200+ MTs and Multiple Team Leads
Experience with multiple transcription and editing typing systems, eScription experience a plus
Experience in developing and implementing training programs
Proven track record developing and managing people and project in a time sensitive environment
Outstanding business writing and communication skills
Demonstrated leadership skills and project management experience
Strong analytical and problem solving skills
Experience with CRM/customer support applications and remote management of personnel
Intermediate MS proficiency
Bachelors degree in Business Management or Operations Management preferred
CMT accreditation and affiliation with industry associations and leadership committees preferred
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