Branch Manager II - Lutherville, Maryland in Lutherville-Timonium, MD at Quest Diagnostics

Date Posted: 2/5/2020

Job Snapshot

Job Description

Branch II - Exam One Mgr- Lutherville, Maryland - M-F 8-5

Look for more than answers.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

As a Branch Manager II, you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

Job Summary:

Responsible for overseeing the overall operations of their respective ExamOne branch office including 7 on-site team members and 65 mobile examiners.

Job Responsibilities:

•                    Recruiting examiners, or any other collection site, to ensure that coverage is adequate for all types of collections that may take place in their defined geography. This will be measured by the office regularly exceeding the time service goal set forth for the company and will be reviewed quarterly.

•                    Preparing examiners, or any other fixed collection site, to perform high quality and error free collections for any type of collection that the office is asked to perform. This will be measured by the office exceeding the quality goal set forth for the company and will be reviewed quarterly.

•                    Managing their office's operational expenses to ensure that the branch meets its financial expectations. This will be measured by the office exceeding their budgeted operating margin goal as well as any other goals for initiatives that impact their operating margin and these will be reviewed quarterly.

•                    Training employees on company operations and initiatives to ensure that the company's strategy is being executed by the respective branch office. This will be measured by the office's ability to exceed the defined operational goals and these will be reviewed quarterly.

•                    Coordinating and communicating with the sales representative, intern or remote sales support for the office on a regular basis as defined by the respective Field Leader to ensure that the branches operations are exceeding the client’s expectations.

•                    Ensuring that staff has a training and development plan, with an emphasis on CRM, and that these plans are being actively worked on though out the year. This plan will be developed with the assistance of their respective Field Leader who will be monitoring the staff's execution of it. Exceeding these development goals will be a pre-requisite for advancement. The branch manager will have a training and development of their own with the same expectations.

•                    Ensuring that the needs and requests of clients and ExamOne management and staff are responded to in a professional and expedient manner. This will be measured by responding in the time frame expectation established for a given group.

•                    Observing all compliance policies and safety policies and procedures as outlined in the ExamOne Safety Manual or safety matters included in other special training.

•                    Any other requests to train or mentor collectors, staff, peers or others as requested by the respective Field Leader. This may require travel outside of the office's defined geography.

•                    Any other requests to support the Insurer and Employer Services division as requested by the respective Field Leader.

•                    Other duties as assigned by the respective Field Leader

Supervision Exercised: 

•                    Carrying out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

•                    The overall direction, coordination, and evaluation of assigned unit, department, or group.

•                    Interviewing, hiring, and training or causing the training of employees within assigned unit, department or group.

•                    Ensuring a performance appraisal for each individual within the assigned unit, department or group is conducted and completed according to company policy no less than once every 12 months.

•                    Timely and accurate submission of information in accordance with the ExamOne Time and Attendance Tracking policy.

Job Requirements:

Education Preferred:    

•                    High School Diploma or GED required

Work Experience:          

•                    5+ years of management or supervisory experience

•                5+ years of customer service experience

•                Prior call center or healthcare experience is a plus

Other:  

•                    Key Competencies Manager must possess; Decision Quality, Drive for Results, Customer Focus, Composure, Integrity and Trust, Directing Others, Action Oriented, Ethics and Values, Motivating Others, Dealing with Ambiguity.

•                    Proficiency with personal computer applications, including Microsoft Office and Internet Explorer.

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