Job Description:
Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com.
Job Summary:
The Manager of Global Operations has an overall responsibility for ensuring their required tasks are performed in a consistent, timely, and highly professional manner. The Manager of Global Operations ensures objectives, principles, values, mission and foundation are represented with Global partners. The position also supports global operational activities that are focused on the achievement of company-wide operational goals. The Manager of Global Operations will do so with an emphasis on global partner engagement, relationship development, work quality, operational efficiency, long and short-term planning, customer-oriented thinking and P&L profitability. The Manager of Global Operations will work closely with the Director of Provider Global Operations, the Director of Automation and Globalization and other leaders to implement processes that will ensure exemplary member experience and market-leading performance quality.
Essential Job Functions:
Global Account Management Support
- Primarily supports and manages the Global FMLA/Disability Forms Team. Manages the FMLA/Disability Forms Production Process for the Global Labor utilized in this process. Also, interacts with the Sharecare Leaders of this department.
- Support Sales and Customer Service activities directed at new Clients/Prospects with RFP responses and internal/external meetings
- Support the identification and transition of existing Onshore clients to Global clients
- Support daily/weekly/monthly/quarterly Client Review calls with feedback and direction for Global Partners
Global Operational Support
- Respond to and resolve escalated Client/Requester issues
- Support Inventory Management initiatives
- Partner with Director Provider Global Ops to create and manage goals relating to Productivity and Quality for Global Partners
- Quality Control – Perform Analysis and Administer Actions Plans and Training.
- Queue Management – Perform Analysis and Administer Corrective Actions/Training
- Provide Training Support to Global Partners both in country and virtually
- Analysis of endangered accounts and creation of action plans to address problems/account feedback
- Chase Activities
- Monitor, manage and establish new additions
- Communicate effectively to all CHASE team members
- Complete Chase Activities ahead of Deadlines.
- Ensure Global Partners have adequate Credentials to match inventory and production plans. If not adequate, work to resolve with client, CS, Ops teams
- Support Technical events that occur.
- Manage and Support SOP Documentation for all Global Accounts
Organizational Leadership
- Model Sharecare’s core values of Family, Servant Leadership, Giving Back, Compassion, Respect, Accountability and Innovation to Global Partners
- Operate within the Global Team to achieve goals and objectives quickly, efficiently and profitably
- Possess strong communication and training skills to deliver feedback and direction on how to improve Global operations
- Communicate essential updates to internal and external stakeholders
- Collect and assess documentation required to successfully transition regional operations activities to global according to deadlines set forth by Director of Provider Global Operations
- Measure global performance to objectives established by Director of Provider Global Operations
Financial Management
- Continually seek new opportunities to advance Sharecare’s transition plan and achieve expected transition milestones and targets
- Assist Global Partner in meeting their KPI’s for Productivity and Quality to lower overall Sharecare costs
Customer Service
- Assist in building and strengthening global partnerships
- Coordinate with Operations and Client Success Manager(s) to onboard new clients and transition exiting clients to global production
Specific Skills/Attributes:
- A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information
- Commitment to discuss questions and recommendations about global processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided
- Participation in education as required for corporate compliance and role-specific functions and tasks
Qualifications:
- Minimum of 7-10 years proven success in manager or director level role
- Extremely team oriented
- High proficiency in Microsoft suite of products Outlook, Word, Powerpoint and Excel including development of pivot tables to analyze data
- Effectively utilizes Power BI reports to manage Global partners
- Ability to work well in a fast-paced, multi-tasking environment while prioritizing and meeting deadlines
- Superior communication skills
- Outstanding customer service with strong negotiation skills
- Detail oriented, with strong analytical skills and effective problem-solving skills
- Ability to handle confidential materials and information in a professional manner
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
