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QTC is seeking an Operations Manager for our Customers Service Department in our Reserve Health Readiness Program III (RHRP-3).

Who is QTC and what is Reserve Health Readiness Program III (RHRP-3)?

• QTC is the nation’s largest provider of disability and occupational health examination services. We are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference. To provide high-quality, timely, and customer-focused medical examination service solutions, we honor our core values of integrity, innovation, agility, collaboration, inclusion and commitment. We celebrate diverse thinking and welcome contributions from all.
• Reserve Health Readiness Program – 3 (RHRP-3) provides health readiness support services, such as mental health assessments and post-deployment health reassessments, to the military Reserve Components nationwide and Active Duty Components in remote areas. They deliver services by group events and in-clinic individual appointments and by providing call center support.

What part would you play in this mission?

You will oversee the status of operational issues, manage schedules, and prepare reports for the RHRP-3 Program. Monitor and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives. Managing the operational aspects of ongoing projects and serves as a liaison between project management and planning project team, subordinate employee recruitment, selection and training, performance assessment, work assignments, and recognition/disciplinary actions.

In this rewarding role, you will:

• Responsible for the specific team performance in the call center in order to achieve the operational goals of timeliness, quality, and customer service
• Identify and maintain appropriate staffing levels
• Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions
• Manage processes and procedures to ensure timely and quality completion of work according to clients’ contractual obligations
• Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of customer issues, and identifying workflow concerns for specific cases and employees
• Ensure the use of best practice workflows and operational excellence in activities are utilized and seeks methods of automating recurring processes
• Directs the training of team members on workflow and contractual modifications expeditiously
• Manage processes focused on effective customer service, ensure the immediate escalation of issues, and participates in meetings to discuss the medical records process
• Analyze and report on a monthly and quarterly basis operational statistics
• Administer and monitor , cost-effective fiscal controls and services
• Assist in providing timely and exceptional training for our providers (medical professionals) within QTC’s network
• Responsible for monitoring and managing operational expenses (OPEX)
• Perform other duties and responsibilities as assigned

You must have:

• Bachelor’s degree from an accredited college preferably in a healthcare related field or equivalent experience/combined education
• 7 years of professional/leadership experience in managed care/medical case management
• Must be able to successfully pass contractually required Federal background check
• Contract requires U.S. citizenship and the ability to obtain a DoD Common Access Card (CAC

Preferred to have:

• Project management and medical case management life cycle experience
• Call center or patient care experience
• Licensed Vocational Nurse (LVN), Medical Assistant (MA) or equivalent to a military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care
• Analytics experience and Microsoft excel experience
• Training experience

Typical Day:

• Hours are Mon – Fri: 9:30am – 6:30pm with rotating evening/Saturday on call coverage
• Positions are located ONSITE at our San Antonio, TX location at 4406 Piedras Dr. West, San Antonio, TX 78228

Pay and Benefits:

Pay Range $84K – $86K annually

The QTC Management 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) 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.

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. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Commitment to Diversity

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, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

• 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.

Experience

• 7 year(s): Professional/leadership experience in managed care/medical case management

• Project management and medical case management life cycle experience preferred

Education

• Bachelors or better

Licenses & Certifications

• Medical Assistant
• Licensed Vocational Nurse

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)