Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the operational implementation across designated sites, ensuring timely, high-quality, and compliant ROI services.

• Supervise Supervisors and frontline personnel.

• Oversee staffing, scheduling, and productivity utilizing Workforce Management.

• Take responsibility for service delivery performance, encompassing SLAs, quality, cost, and throughput.

• Evaluate KPIs such as TAT, OTD, quality, and productivity to pinpoint deficiencies and formulate action plans.

• Guarantee adherence to HIPAA, DMPO, UAD, and standardized operational protocols.

• Mentor staff, resolve performance challenges, and promote employee development.

• Act as the primary point of escalation for operational execution issues at the site level.

• Collaborate with the Network Operations Center regarding aging, exceptions, and workflow interruptions.

• Assist in new-hire training and ensure readiness for centralized training programs.

• Maintain a skills matrix and aid in optimizing work assignments.

• Participate in continuous improvement initiatives and transformation pilots.

• Work alongside the VPO to resolve issues with Account Management for client communication.

• Meet SLA, quality, and cost objectives.

• Enhance operational efficiency and scalability, minimize rework and waste, retain engaged teams, and facilitate the adoption of new technologies.

⛳️ Requirements

• Proven experience in managing teams within healthcare operations, HIM, or a large-scale production setting.

• Established capability to mentor and develop people leaders.

• Proficient in utilizing metrics and dashboards to inform operational decision-making.

• Strong knowledge of HIPAA and regulated workflows.

• Excellent problem-solving skills with the ability to swiftly adapt to operational changes.

• Capacity to identify areas needing process improvement and implement suitable solutions.

• Ability to collaborate effectively across functions with NOC, Workforce Planning, Training, and Shared Services.

• Experience with ROI workflow or EMR systems is advantageous.

• Experience in leading multi-site teams is a plus.

• Familiarity with Lean or continuous improvement methodologies is a bonus.

• Must be eligible to work in the United States.

• This position does not qualify for employment sponsorship.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Post-offer health screenings and vaccinations as mandated by clients.

• Reasonable accommodations available for individuals with physical and mental disabilities.

• Commitment to an Equal Employment Opportunity workplace.

• Option to participate in an anonymous demographic survey.

• No employment sponsorship is provided.