Operations Intern
InnovateEDU
Salary
💰 $87,000 - $97,000 per year
Job Level
JuniorMid-Level
About the role
- Ensure the highest level of customer care is provided to Inteleos staff, applicants, candidates, Registrants, Certificants, Educators, Preceptors, medical professionals, vendors and societies; Oversee departmental administrative processes such as Complex Application Processing, Appeal Processing (Renewal, Eligibility, and CME audit), Certificate Processing, Customer Care, QMR creation, etc.; Manage staff, programs, workflows, metrics, and projects to assure timely and accurate roll-out of processes and programs, including implementation and evaluation, in relation to customer service and solutions, application processing, due-process, registration, and certification maintenance to include maintenance of certification programs; Monitor the daily activities of the department, assuring assigned staff are receiving training, professional development, mentorship, and performance evaluation to maximize potential and investment, and create a team-oriented environment; Ability to identify opportunities for continuous improvement and ability to lead change for the betterment of the organization and staff; Meet the performance goals of all programs including service levels, call quality, and accuracy based on best practices and industry standards as well as Inteleos programs, policies, procedures, etc.; Develop and implement relevant metrics pertinent to customer service, application processing, Certificants, demographics, appeals and other certification related areas; Forecast, determine, and set budget allocations required to meet departmental and organizational strategic objectives ensuring fiscal responsibility, strict adherence to the Board approved budget and financial policies, and monitoring financial trends to allow for strategic adjustments to assure maximum ROI; Maintain departmental compliance with internal culture standards, regulatory guidelines, and administrative policies; Provide guidance to assigned Staff Committee(s) to ensure effectiveness and success; Navigate difficult business and people issues, by analyzing of a various factors requiring definition and investigation and requires the production of innovative solutions using complex analytical tools and/or procedures; Oversee the development, implementation, and maintenance of American National Standards Institute National Accreditation Board (ANAB) processes/procedures for the Certification Department as required for organizational accreditation; Maintain familiarity of Inteleos staff policies and the functions of each Inteleos department and works as a positive role model and mentor/coach for all staff; and Other duties as assigned.
Requirements
- Bachelor Degree, Certification or equivalent in a related field;
- Minimum of five years of managing a staff of six or more;
- Minimum of two years of experience managing a customer service center and/or a call center;
- Experience in the non-profit and/or medical industry, preferred.
- Working knowledge of business and people management principles, theories and concepts in the work field, strategic planning and resource allocation/modeling/leadership techniques;
- Ability to coordinate efforts and work flow with staff members from all levels and departments of the organization as well as external contacts;
- Capable of analyzing problems rigorously and from all angles, showing sound practical judgment;
- Superior project management, interpersonal, prioritization and organizational skills;
- Ability to lead in a team environment, act as role model and coach to all staff;
- Ability to maintain positive attitude under stressful conditions, and assist in building and maintaining a positive culture in department and organization as a whole;
- Strong verbal, written and collaborative skills to fulfill management level communication and correspondence;
- Consistent attention to detail, accuracy and follow-through skills;
- Proficiency with budgeting;
- Intermediate knowledge of Microsoft Office Suite;
- Ability to navigate and utilize a Customer Relation Management System/Database, Microsoft CRM experience, preferred.
