Manager, Central business office (MOCS)

Manager, Central business office (MOCS)

Territory: Quebec region - Teleworking position, permanent full time

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The Manager of CBO, reporting to the Director of Operations, leads a strong Customer Service team ensuring consistency in the execution of established systems, structures and process that lead to superior business performance. Coaching, mentoring and leading by example, the Manager of CBO facilitates daily efficient operation of the clinics for the Quebec region.

PRIMARY DUTIES

Leadership and People Management

Lead team engagement initiatives for retention (non-clinical staff) Coach, mentor, develop and performance manage non-clinical team members through consistent use of PPD process

Collaborate with the Manager of Operations and Customer Support, CM/RM and MACS to ensure a psychologically and physically safe workplace

Operations Excellence

Execute plans to safeguard effective operational and financial controls; ensuring that processes align with standard operating procedures (i.e. policies and procedures) and comply with contractual/partnership agreements and privacy policy

Ensure the team has the tools and training to deliver expected operational outcomes

Ensure consistency, efficiency and effectiveness in our approach to the customer experience (responsiveness, accuracy, etc.)

Ensure compliance with clinic processes to consistently meet expectations in the management of the referral life cycle (scheduling compliance, throughput, etc.)

Oversees and manage, document and follow up on facilities requirements as per CBI Standards and policy and/or other operating standards in collaboration with the Manager of Operations and Customer Support in clinics

Operational Analysis – Document, report and analyze data related to marketplace trends, throughput, cash management, schedule management, business performance; working closely with the MOCS in clinics to identify opportunities and/or create and execute action plans to address variances.

Develop and execute appropriate action plans to address gaps in client/customer experience

QUALIFICATIONS

Minimum of 2 years of experience in the health sector and in a leadership role

Strong professional communication skills (both written and verbal, French & English)

Strong customer experience skills and negotiation skills

Delivery of timely, professional and responsive service to clients

Strong planning, organizational and multi-tasking skills

Analytical and demonstrated ability to solve complex problems and make decisions

Ability to work in a team environment and independently

Join a winning team and apply!

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