OPERATIONS MANAGER in Kapolei, HI at Beacon Health Options

Date Posted: 3/2/2018

Job Snapshot

Job Description

We are currently seeking a dynamic Operations Manager to join our Kapolei, Hawaii office.  The Operations Manager, provides operational and inter-departmental support to local leadership in order to ensure contract compliance, client satisfaction/retention, and operational efficiency/optimization. This position works closely with the local leadership to ensure all contractual obligations are satisfied. The Operations Manager resolves business issues/problems using appropriate analytic tools and business processes to ensure quality, cost effectiveness and timeliness within the parameters of contractual and regulatory requirements and mandates.

Position Responsibilities

Coordinates, manages and tracks contract compliance through development of effective tools that measure progress and the achievement of milestones. Project manages cross-department initiatives within Beacon. Contributes to staff development through training, policies, procedures, SOP’s, and other required workflows.

Ensure collaborative relationships exist to facilitate operational efficiencies and project oversight with other departments to include IT, Quality, Reporting and Finance and manage projects, testing, computer system configuration, facility management, supplies, equipment, reporting, training, vendor relationships and project management.

Strategic Planning, Process design, & System analysis input:

  • Support and/or facilitate process improvement, operating efficiencies and cost saving initiatives
  • Participate in meetings and projects for operations in conjunction with the other key depts. of clinical, quality, and provider partnerships, on both local, regional and corporate levels
  • Serve on committees and workgroups as needed to support key functions
  • Reinforcing a team approach and excellent customer service
  • Development, organization, and oversight of local SharePoint site
  • Liaison with top management and assist in the development of strategic plans for operational activity
  • Ability to work with the local team, engagement center, and client related to the interpretation of business rules and requirements for technical systems
  • Provides operational support, manages cross-department initiatives, and facilitates operations engagement between the Beacon engagement center, service center and corporate offices
  • Coordinates, manages and tracks contractual obligations including Performance Objective and Service Level Agreement reporting by developing effective tools that measure progress and the achievement of milestones
  • Proposes solutions to business issues/problems utilizing appropriate tools and business processes to ensure quality, cost effectiveness, timeliness and compliance with professional standards, contractual as well as federal and state regulatory requirements/mandates
  • Ensures projects are delivered according to agreed timelines, expectations and quality
  • Draft operational workflow documents for use by Beacon and with external clients
  • Prepares budget documents of all expenses, and offers evaluation of expenses to leadership
  • Works collegially with the entire management team and supports all operations of the office, regardless of department
  • Other duties as assigned

Office Logistics & vendor management:

  • Maintains office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, assigning and monitoring clerical functions
  • Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement
  • Acts as primary liaison for local vendors and building/ property management

Call Center Operations: The Operations Manager has direct oversight of the Call Center Team and works to ensure proper planning and implementing call center strategies and operations including but not limited to the following activities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Develops and implements call center workflows
  • Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvements and quality assurance programs
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Hiring, training, and oversight of the Customer Service Team
  • Functions as a back up to line call center staff during times of low staffing, high call volume, or any time it is required to maintain contract-compliant call statistics
  • Fosters positive relationships with her call center team and encourages the same between her team and the entire management team

Position Requirements:


  • Bachelor’s degree required, Masters in Healthcare Administration or related field preferred

Licensures:  N/A

Knowledge, Skills & Abilities:

  • Demonstrated skill in a matrix-management environment project management.

  • Demonstrated cross-functional project leadership experience

  • Prior project/program management experience in the healthcare field strongly preferred (e.g., behavioral health, public health)
  • 2 to 5 years of experience supervising a Customer Service team and overseeing a Call Center environment


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled





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