Service Delivery Supervisor

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

📋 Description

• Lead, coach, and inspire frontline and Global team members to achieve daily productivity and quality goals.

• Conduct daily huddles and allocate work according to staffing levels, workflow demands, and queue aging.

• Promote adherence to standardized processes and operational procedures.

• Monitor performance dashboards and modify workflows to ensure TAT and OTD objectives are met.

• Execute quality assessments and retrain team members based on identified error patterns or deviations from SOPs.

• Enforce compliance standards and promptly escalate any risk or privacy issues.

• Collaborate with the Manager of Service Delivery on staffing, scheduling, and performance enhancement.

• Assist in onboarding new hires and reinforce Phase 1 training materials.

• Maintain an up-to-date skills matrix for work distribution and staff development.

• Engage in continuous improvement initiatives and operational pilot projects.

• Cultivate a positive and inclusive team culture that embodies Datavant values.

• Encourage the adoption of technology-driven workflows.

• Meet SLA and quality objectives, enhance productivity and cost efficiency, minimize rework and waste, and promote team engagement and retention.

• Collaborate with the Manager to address issues with the Account Management team regarding client communications.

⛳️ Requirements

• Proven experience in leading teams within a production-focused or healthcare operations setting.

• Strong knowledge of HIPAA and Release of Information (ROI) compliance standards.

• Ability to coach team performance, offer constructive feedback, and foster team engagement.

• Proficiency in utilizing dashboards, metrics, and workflow tools.

• Attention to detail with a dedication to accuracy, compliance, and procedural discipline.

• Excellent communication skills in person, via video, and in writing.

• Forward-thinking approach with a commitment to continuous improvement.

• Familiarity with EMRs such as Epic or Cerner is advantageous.

• Experience in a metrics-driven environment is a plus.

• Background in training and developing team members is preferred.

• This position does not qualify for employment sponsorship.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Post-offer health screenings and necessary or applicable vaccinations.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Equal employment opportunity protections.