Operations Supervisor

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Who is Leidos QTC Health Services?

Leidos QTC Health Services collaborates closely with government and nongovernment customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit qtcm.com

Job Summary:

Oversees the status of the operational team, schedules and prepares reports, monitors and develops resolutions to meet productivity, quality, and client satisfaction goals and objectives. Analyzes team performance related to Key Performance Indicators (KPIs) and identifies areas requiring improvements; promoting proposed solutions. Consistently participates in ongoing projects under the supervision of the Operations Manager or Project Manager.

Essential Duties and Responsibilities

Operational Oversight and Coordination

• Monitor and drive individual performance of direct reports in alignment with established department and organizational key performance indicators

• Ensure compliance with best practices; promoting operational excellence in new and established workflows

• Execute targeted efforts to enhance effective customer service; ensure immediate escalation of issues; and continuous improvement of case management processes

Client Satisfaction and Quality Management

• Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations
• Monitor operational deliverables to ensure compliance with internal quality, timeliness and customer service expectations

Staff Management and Development

• Coordinate onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions for direct reports
• 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
• Foster a collaborative, interdependent team culture
• Motivate direct reports to achieve peak productivity and performance
• Evaluate performance and make recommendations for personnel actions
• Provide regular feedback on strengths and areas of improvement to direct reports

Problem Solving and Process Improvement

• Actively engage in proactive change management; exhibiting strong, positive leadership through change
• Drive streamlined training of direct reports related to workflows and contractual modifications expeditiously

Reporting and Performance Tracking

• Track and monitor the effectiveness of strategies and make operational changes
• 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 to deliver root-cause analysis
• 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
• Ability to translate strategy into actionable deliverables
• Ability to develop, plan, and implement short- and long-range goals
• Ability to develop employee career pathways for company retention

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
• At least 4 years of healthcare experience
• Experience with reporting and analysis, specifically using pivot tables, Tableau or another reporting application, preferred
• 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

Salary Range: $81,637.66 to $99,779.36 

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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.

We offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance, and we are proud to provide an employment package that attracts, develops and retains the best talent. Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Commitment to Diversity

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.

Leidos QTC Health Services is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and  protected veteran status.

Experience

• 4 year(s): Supervisory or management experience preferably in a heath care setting.

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

Education

• Bachelors or better

Skills

• Written Communication
• Verbal Communication
• Organization
• Leadership
• Interpersonal
• Forecasting
• Conflict Management
• Critical Thinking
• Computer Literacy
• Builds Relationships
• Analytical

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)