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Manager Data Management in Jacksonville, FL at One Call

Date Posted: 4/3/2018

Job Snapshot

Job Description

Manager Data Management

JOB SUMMARY:

The Manager of Data Management oversees and monitors the activities of the Data Management Department, including the day-to-day operations of one or more teams in the department. Plans, directs, manages and evaluates team performance to ensure customers are receiving a high level of service. Ensures professional and courteous customer support services are delivered. Promotes a productive and positive relationship with customers. Serves as an escalation point for resolving the most difficult customer issues. Coordinates customer service activities with other internal functions. Makes decisions regarding personnel actions and activities.



GENERAL DUTIES & RESPONSIBILITIES:

  • Oversees one or more teams of Associates who handle inquiries and problems via the phone and/or email.

  • Monitors processes to ensure adherence to service level standards and company/department policies and procedures.

  • Ensures adequate staff coverage, including making decisions regarding scheduling changes.

  • Acts as an escalation point for resolving the most difficult customer issues.

  • Evaluates the quality of Associates’ work output; provides feedback to reps on strengths and areas for improvement.

  • Communicates with other departments to ensure quality service delivery and customer satisfaction.

  • Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.

  • Provides coaching and mentoring to Associate supervisors and team leads and occasionally to Associates themselves.

  • Approves and implements streamlining opportunities and process improvements.

  • Tracks and reports performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.).

  • May serve as a backup to more senior customer service management in their absence.

  • Manages the workload to ensure effective receipt and handling of data implementation requests and update requests from Sales, the Call Center, Medical Records, Customer Service, Accounting and other areas as necessary.

  • Ensures that verification procedures are followed and that approvals are documented for future reference.

  • Participates in all SSEA-16 and internal audits. Provide documentation of Department activities and entries as requested. Track all Pricing and Payment Terms entries and retain Pricing documentation copies to be produced on demand for auditing.

  • Updates department procedures and policies as required ensuring compliance with all SSEA-16 requirements.

  • Participates in the development of all future applications, including testing of data during database upgrades and conversions.

  • Creates and maintains workflow diagrams in Visio, or other required programs, documenting the duties of the data entry area.

  • Represents the data entry area at interdepartmental meetings at the request of management.

  • Completes all other projects and tasks as assigned.



EDUCATIONAL REQUIREMENTS:

Bachelor’s degree (B.A. or B.S.) preferred and a minimum of one (1) year experience in database management required and/or any combination of training, education or experience. Experience with provider data set up and maintenance preferred.



GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

  • Ability to write reports, business correspondence, and procedure manuals.

  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.

  • Ability to apply concepts of basic algebra and geometry.

  • Ability to define problems, collect data, establish facts and draw valid conclusions.

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

  • Must be computer literate and be proficient in Microsoft NT Word and Excel software.

  • Must be able to maintain a professional appearance and exhibit excellent interpersonal, verbal and written communication skills.

  • Must have strong organizational skills to ensure tasks are completed in a timely manner.

  • Must have the ability to work on several projects simultaneously.

  • Must have the ability to work after hours and weekends when necessary.





Other:

  • Some flexibility of hours is required