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Operational Optimization Operations Lead

DB Healthcare, Inc. • San Antonio, TX

Posted 21 days ago

Job Snapshot

Experience - 5 to 10 years
Pharmaceutical, Medical Equipment
Information Technology, Health Care, Design
Relocation - No

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Job Description

About DB Healthcare IT

DB Healthcare partners with information technology groups within various healthcare organizations and established consulting practices to provide them with qualified consulting staffing resources. More jobs available at

Title: Operational Optimization Operations Lead - TX
Location: San Antonio TX 78249
Type: Contract
Duration: Contract – 12 Months
Start Date: ASAP
Positions: 1
Role Type:
  • Local candidates required.
  • W2 only - no visa holders or candidates through C2C vendors

Job Description - Summary:
The Operational Optimization Operations Lead (Ops Lead) supports the Service and Support organization by maintaining coordination across offices and resources to meet our customer expectations and apply insights from customer feedback to improve our performance.
The Ops Lead effectively performs the required tasks to ensure achievement of service levels, timely response to customer complaints and organizational improvements to drive consistency and quality.

Job Requirements

Top Required Skills:
  • 5 or more years’ experience in a technical support or related operations environment.
  • MS office skills particularly in PowerPoint & Excel.
Preferred Skill:
  • Yellow belt or other process improvement certification
  • Customer Workflow Management:
  • Manages case hand-off between offices to ensure customer experience is minimally impacted and information is appropriately relayed.
  • Manage Low Overall Satisfaction and Issue Not Resolved cases generated from reactive surveys through standard process and report on trends and issues for opportunities.
  • Primary resource to be staffed for floor phone to facilitate internal calls and address customer concerns and escalation.
  • Facilitate the day to day operational workflow to maintain service levels with inclusive of emergency downtime coordination.
Communication & Change Management
  • Champion of TSC and Field workflow, SAP-CRM and GCS policies and procedures
  • Share information and knowledge with the other operations leads and regional managers to reduce the number of repeated customer issues.
  • Focus on TSC Continuous Improvement/Process Improvement.
  • Ensure continual, clear and relevant communication among team members.
  • Facilitate adoption of new processes by communicating, reinforcing and highlighting success metrics trends.
  • Review operational performance, identify current trends and to work collaboratively with the wider organization to reduce escalations and complaints.
  • Maintain high levels of data quality and case management excellence throughout the lifecycle of each issue.
  • Provide requirements, and review of business processes/procedures for continuous improvement and other programs.
  • Timely completion of internal company documentation.
  • Timely completion of any Company or Department required training.
  • Performs other duties as assigned.
  • Associate degree (or High School Diploma with experience) required
  • Bachelor degree preferred
Soft Skills:
  • Demonstrated ability to effectively communicate and manage escalated customer situations.
  • Must be highly organized, with strong attention to detail and ability to analyze, drive and resolve advanced customer situations.
  • Strong sense of urgency and ability to multitask and perform under pressure and ever changing work environment.
  • Strong analytical, problem-solving, verbal, listening and interpersonal skills.
  • Demonstrated high level of interpersonal and communication skills (written and verbal) is required.
  • Proven ability to communicate complex technical concepts to those with less technical expertise.
  • Effective cross-functional team facilitation and participation.
Job ID: 7810
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