6 days old

Operations Manager- Customer Experience

QTC Management, Inc.
San Antonio, TX 78205
  • Job Code

Job Summary:

Manages the operational aspects of Customer Experience departments teams to include Provider Relations Advocates (PRAs), Veteran Service Coordinators (VSCs) and additional teams as defined. Will work closely with Customer Experience ADO, internal and external customers to gather and review data to improve processes to resolve customer queries with speed and accuracy

Essential Duties and Responsibilities:

  • Manages the Customer Experience team to ensure the achievement of QTC goals and objectives

  • Manages efforts to define team workflow, best practices and innovation efforts to effectively communication with internal/external customers; gaining feedback to respond to customer inquiries and complaints

  • Ensures compliance to contracts as complaints are handled and feedback is provided in all appropriate areas.

  • Oversee training, coaching and development of employees as necessary

  • Supports best in class customer experience

Operational Flow

  • Assist the ADO in providing services to the claimant offices

  • Discuss issues with physicians and office staff when necessary and appropriate

  • Act as a back-up for other members or the ADO when necessary; this requires training in the duties & responsibilities of each member and ADO

  • Perform other duties and responsibilities as assigned

  • Assist in adoption of new tools and processes to for improvement and efficiencies in department and throughout company.


  • Exceptional customer service and interpersonal skills

  • Organization and multi-tasking: ability to organize, plan, and coordinate multi-tasks with a high sense of urgency and follow through

  • Excellent communication skills, both verbal and written for internal and external customers.

  • Works well with people; team player

  • Excellent computer and analytical skills

  • Excellent problem resolution skills

  • Medical: working knowledge of medical terminology

  • Ability to be flexible to meet deadlines and client expectations

  • Ability to work, coach and train team members to perform and a high level

Education and/or Experience: (includes certificate & licenses)

  • Bachelors degree from an accredited college preferably in a healthcare related field or equivalent
    experience/combined education

  • 7-10 years of managed care/medical case management leadership experience

  • 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

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.

QTC Management Inc. 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.

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Division Management

Posted: 2021-11-22 Expires: 2021-12-21
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Operations Manager- Customer Experience

QTC Management, Inc.
San Antonio, TX 78205

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