Business Support SupervisorLeidos QTC Health Services

Job Summary:

Oversees the status of operational team, schedules and prepares reports, monitors and develops resolutions to meet productivity, quality, and client satisfaction goals and objectives.  Participates in ongoing projects under the supervision of the Operations Manager or Project Manager.

Essential Duties and Responsibilities 

• Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service 

• Responsible for coordinating subordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions

• Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations 

• Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees

• Ensure the use of best practice workflows and operational excellence in activities are utilized 

• Direct the training of team members on workflow and contractual modifications expeditiously  

• Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process

• Analyze and report on a monthly and quarterly basis operational statistics 

• Perform other duties and responsibilities as assigned  

Competencies: 

• Strong leadership skills with the ability to prioritize and delegate effectively 

• Demonstrated ability to work independently, take initiative and be self-motivated

• Ability to effectively manage competing priorities with a sense of urgency

• Sound knowledge and understanding of medical terminology and body systems

• Strong communication skills, both verbal and written

• Possess excellent organizational and follow-up skills, with a strong attention to detail

• Possess and demonstrate skills necessary to analyze information, problems, procedures and situations

• Proficient in Windows operating systems and Microsoft Office suites

• Strong working knowledge of electronic scheduling systems and Electronic Medical Records (EMR)

• Strong working knowledge of case management programs

Education and/or Experience: (includes certificate & licenses) 

• Typically requires a Bachelor’s degree from an accredited college in a related field or equivalent experience/combined education, and 5 years prior relevant experience 

• Generally has 2 years of experience supervising or leading teams or projects

• Project management and medical case management life cycle experience is preferred

• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.