ER Care Navigator Assistant Manager

3 days ago

Nzalae Nzawa locations Kitui County, Kenya Maxicare Healthcare Corporation Full time 1,200,000 - 2,400,000 per year

Job Title: Provider Services Assistant Manager
Level: Assistant Manager
Reporting Line: Provider Services Manager
Customer Type: Maxicare Providers
Position Accountability Statement
The Provider Services Assistant Manager is accountable for direct management of the InHouse team

and/or overseeing the Outsourced Partners to drive performance to achieve the organizational goals. This

position will have complete ownership of programs and accountability for operational, financial and

customer results.

Broad Responsibility InHouse Assistant Manager

  • Provides critical input to strategy development and ensures the operational implementation and execution is aligned with the overall Department strategy including formation of goals, priorities, action plans and communication to ensure total organizational alignment.
  • Develops and manages the process for evaluating Team performance, needs assessment, spend optimization and risk management.
  • Evaluate the overall performance of the assigned Team and provide insights to further improve the performance.
  • Manages and review the day-to-day activities of the assigned Team
  • Provides immediate coaching and regular feedback to assigned Team members.
  • Handles and manages all types of escalations from designated team or unit prior to hand off and escalation to dependencies, as appropriate & applicable (i.e. Medical, PNM, UEF, Sales, Ops), enables collaboration and ensures action for case resolution and service recovery
  • Submits accurate, timely, and complete reports (metrics of team performance or any report as deemed necessary).
  • Reviews and contributes in updating work processes, policies, procedures, work instructions, workflow, and other documentation as may be required in compliance to existing ISO Certification standards.
  • Ensures team members are updated on the policies and procedures and complying with company standards.
  • Performs other related duties and tasks assigned by the Immediate Head.

Desired Skills And Competencies

  • Leadership and Customer Service Orientation: Ability to inspire and motivate teams while delivering exceptional service and promoting organizational benefits.
  • Strong Communication and Escalation Management: Excellent verbal and written communication skills, adept at clarifying issues and effectively escalating complex cases.
  • Performance Management: Experience in overseeing team performance, providing feedback, and conducting performance reviews.
  • Training and Development Facilitation: Skilled in enhancing team skills through training, mentoring, and facilitating orientation sessions.
  • Documentation and Operational Workflow Management: Detail-oriented with experience in managing operational workflows and updating process documentation.
  • Adaptability and Ethical Standards: Flexible in adjusting to changing circumstances while maintaining patient confidentiality and adhering to ethical practices.

Professional Qualification

  • Graduate of any 4-year course with at least 3 years of experience in Customer Care.
  • Knowledge of industry standards (e.g., ISO standards) and regulatory compliance requirements, with the ability to ensure adherence to company policies and guidelines

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