Since 1989, Best Doctors Insurance has been the leading international health insurance company in Latin America, the Caribbean, and Canada. At Best Doctors Insurance, we provide our members with the very best healthcare by delivering unique health plans of the highest quality. For over 30 years, our insurance products have been the premier staple in the industry and the standards we set; along with a wide range of exclusive benefits, are the key differentiators in the lives of our members. With over 125,000 members worldwide, our health plans provide flexibility along with comprehensive coverage. Our team of specialists guides you through the complexities of the healthcare system while bringing you renowned medical providers for the utmost quality care.
Position Purpose
- The Operational Process Manager is responsible for designing, documenting, and improving operational processes to ensure efficiency, compliance, and customer satisfaction. This role will lead initiatives for process optimization, managing customer feedback programs, and oversee operational training to build a culture of continuous improvement and external clients enriching the company's excellent service.
Responsibilities
· Process Documentation:
- Develop and maintain Standard Operating Procedures (SOPs), workflows, and process maps.
- Ensure documentation is accurate, accessible, and aligned with regulatory requirements.
· Process Improvements:
- Analyze existing processes to identify inefficiencies and implement improvements using Lean or Six Sigma methodologies.
- Monitor KPIs and drive initiatives to enhance operational performance.
· Customer Feedback Program:
- Design and manage feedback mechanisms (surveys, NPS, CSAT) to capture customer insights.
- Analyze feedback data and collaborate with teams to implement service enhancements.
· Operational Trainings:
- Develop and deliver training programs for staff on updated processes, compliance, and system usage.
- Create engaging training materials and track effectiveness through performance metrics.
Qualifications
- Minimum 5 years in health insurance operations (claims, enrollment, compliance).
- Strong understanding of industry regulations (HIPAA, state/federal guidelines).
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