Your Role
The Behavioral Health (BH) Utilization Management (UM) Specialty team manages continuity of care, exceptions requests, and provides support for the clinical Utilization Management team. The Manager, Operations (BH UM Specialty) will report to the Sr. Manager, Operations (BH UM Intake). In this role you will oversee day to day operations, performance oversight and audit readiness.
Your Work
In this role, you will:
- Responsible for a singular team, department or functional area. Scope of oversight includes planning, cost management and methods
- Demonstrate BSC Leadership Behaviors
- Foster a great place to work by clearly communicating mission, vision, goals, roles, and expectations for team members; celebrating team achievements; building successful working relationships across the organization
- Direct and control the activities of one or more smaller/less complex department(s) or functional area(s) through subordinate supervisors/team leads
- Establish operational objectives for department or functional area and participates with other managers to establish group objectives
- Develop and support non-clinical processes to assist the clinical BH UM team
- Oversee caseload management and adherence to regulatory accreditation and contractual requirements
- Develop production standards and monitor staff productivity
- Provide coaching, mentoring and guidance to non-clinical staff
- Identify process improvement opportunities and independently drive solutions
Your Knowledge and Experience
- Requires a college degree or equivalent experience and minimum 7 years prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
- Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution, work organization, risk management and delegation
- Understands Blue Shield of CA’s mission and business plan
- Has functional expertise within the area of responsibility
- Requires advanced knowledge of job area usually obtained through advanced education combined with experience
- Requires 3 years of experience working in a customer experience environment focused on providing provider, member or client support.
- Requires 3 years of experience working in a Call Center environment.
- Requires strong critical thinking skills
- Requires the ability to work and make decisions independently
- Requires strong written and verbal communication skills