Operations Supervisor - Rhrp-3

Are you someone who channels passionate commitment to bridging the gap in helping your employees succeed in multiple generational workplaces? If so, we would love to speak to you!

QTC is seeking an Operations Supervisor 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)?

• 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.
• 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.

What part would you play in this mission?

You will play a critical role in our Reserve Health Readiness Program III operations center’s workflow. As an Operations Supervisor, you will plan and implement staff support for call centers to provide optimal call flow management, customer service, and employee staffing.

Our teams work in an innovative and agile environment. At QTC, we create and apply new technologies in a team environment that is fun, creative and supportive. Best of all, the applications we support have a direct impact on the lives of our nation’s military!

In this rewarding role, you will:

• Direct the training of team members on workflow and contractual modifications expeditiously
• Responsible for coordinating subordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions
• Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees
• Perform other duties and responsibilities as assigned
• Manage processes focused on effective customer service, ensure the immediate escalation of issues, and participate in meetings to discuss the case management process
• Be Responsible for the specific team performance in the call center to achieve the operational goals of timeliness, quality, and customer service
• Analyze and report on a monthly and quarterly basis operational statistics
• Ensure the use of best practice workflows and operational excellence in activities are utilized
• Manage processes and procedures to ensure timely and quality completion of work according to clients’ contractual obligations

You must have:

• Contract requires U.S. citizenship and the ability to obtain a DoD Common Access Card (CAC)
• Bachelor’s degree from an accredited college in a healthcare-related field or equivalent experience/combined education
• Must be able to successfully pass contractually required Federal background check
• The ability to successfully pass a Federal background check
• Minimum 4 years of supervisory or management experience, preferably in a health care setting

Preferred to have:

• 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
• Project management and medical case management life cycle experience
• Call center or patient care experience

Typical Day:

• Positions are located ONSITE at our San Antonio, TX location
• Various shifts available

Pay and Benefits:

Pay Range $64K – $71,500K 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

• 4 year(s): Minimum 4 years of supervisory or management experience, preferably in a health care setting

• 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 preferred
• Customer Service Call Center Experience preferred
• Project management and medical case management life cycle experience preferred

Education

• Bachelors or better in Health Administration or related field
• High School Diploma or better

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)