Retrieval Operations Manager

Datavant protects, connects, and delivers the world’s health data to power better decisions and advance human health. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

You Will:

• The Retrieval Operations Manager is responsible for managing the day-to-day operations and performance of chart retrieval activities with supervisory authority over a team of contact center leaders
• The Retrieval Operations Manager is responsible for fostering team unity and building relationships while working closely with their team and fellow managers to continually reach department and company-wide business performance goals
• The Retrieval Operations Manager is responsible for exercising good judgment in resolving operational and production related issues
• Additionally, the Retrieval Operations Manager is responsible for resolving customer issues, controlling cost, and supporting customer and associate retention
• This position implements policies and procedures and monitors and drives strategies around daily performance of outbound/inbound teams to generate desired production and performance outcomes
• Oversee the day-to-day operations of the Offsite Retrieval business focusing on consistent achievement of all client and operation’s objectives
• Identify and recommend improvement opportunities related to processes and operational outcomes
• Drive continuous improvement initiatives and improve consistency to ensure operational targets are achieved
• Develop operational strategies that complement the overarching business goals of the company to continually meet and exceed performance targets
• Creates and implements strategies to improve collection performance of outstanding charts
• Effectively allocates resources across projects, work teams, and skill levels
• Ensures adherence to Standard Operating Procedures and Compliance Guidelines
• Coach and develop leaders and team members for continued improvement
• Monitor departmental, team and individual results to address potential productivity and customer concerns
• Acquire and leverage Provider knowledge to improve the chart retrieval conversion rate
• Partner across retrieval methods and functions to improve chart retrieval performance
• Leverage operational reports, analyze data pertaining to the department to understand performance, and effectively manage the business
• Serves as an escalation point and liaison between internal departments to support and resolve client, production or other operational concerns and issue resolution as it relates to Offsite Operations
• Foster a One Ciox culture that is aligned with the company’s values, promotes ethical practices, customer focus and service and encourages individual integrity
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality associates at all levels
• Required compliance with all aspects of Ciox’s Code of Conduct, Policies, and Employee Handbook
• Assist with additional work duties or responsibilities as evident or required
• Flexibility with working hours, which may include hours outside of normal scheduled work hours
• To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.

What You Will Bring to the Table:

• Thorough understanding of contact center operations, principles, and metrics
• Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and Contact Center technologies
• Bias toward action and hands-on work ethic
• Strong leadership skills and demonstrated capacity to produce results in a complex and fast-paced organization
• Strong communication and strategic thinking skills
• Effective decision making; ability to make fact-based operational decisions quickly
• Strong analytical skills needed to prepare and analyze data to drive KPIs and process improvements within the department
• Sound judgment in decision making ability
• Strong written and verbal communication skills: ability collaborate with and to present information in a concise manner to multiple organizational levels
• Demonstrated ability to successfully coach, mentor and develop supervisory level employees

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices. 

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $66,300 - 89,700.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.