OPI/VRI Operations Manager

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

Position:                      OPI/VRI Operations Manager

Department:                OPI/VRI

Reports to:                  Operations Director

Location:                     Remote & LLS Head Office (5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, London, EC3R 8AD)

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 30-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.

Main Job Purpose

Overall responsibility for successful delivery of Over-the-Phone Interpreting (OPI) and Video Remote Interpreting (VRI) services to ensure adequate service provision in line with service level agreements for UK clients.  Day to day management of the UK OPI & VRI operations team to ensure efficient running of the operation.

Specific Tasks

• Overall responsibility for delivery of operational Key Performance Indicators in line with client Service Level Agreements
• Financial (P&L) responsibility to ensure department is managed within budget
• Ensuring successful operational implementation of new contracts by working closely with operational teams and the sales and implementation teams
• Liaising with stakeholders in the US office to ensure smooth running of the operation and delivery of the service
• Closely monitoring fulfilment and connect times across all languags for remote interpreting services
• Addressing service delivery issues with the UK Real Time Monitoring and US Workforce Management teams
• Working closely with US Workforce Management Team to ensure required systems are functioning efficiently and the UK team is working in line with global WFM strategy
• Ensure all UK LLS and Affiliate Partner managed contractors are compliant at all times in respect of background checks and mandatory training
• Day to day management of subcontractors for the provision of BSL VRI resource
• Liaising with the UK Head of Interpreter Resource and US stakeholders in relation to resource management initiatives and developing service delivery models with UK interpreters as well as interpreters provided by Affiliate Partners
• Liaising with the UK Interpeter Development Manager and appropriate US stakeholders in relation to interpreter training and testing to ensure compliance with UK client requirements
• Effectively managing the Client Services function including but not limited to: ensuring successful delivery of all sales support processes and functions for remote interpreting services, customer reporting, responding to customer needs, etc.   
• Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
• Any other duties appropriate to the position

Person Specification

The following range of experience, knowledge and skills are required:

Essential:

• Be a brand ambassador for the Company
• Lead by example, motivating, guiding and advising the team with drive, energy and understanding
• Responsible for setting, communicating and tracking clear goals through KPI’s
• Responsible for managing, motivating, engaging and developing a team of people
• Use honed people and influencing ability to build effective relationships both internally and externally
• Excellent verbal and written communication skills
• Proven prioritisation and time-management skills
• Proven decision making and judgement skills
• Ability to support and influence all stakeholders, including Directors across the business
• Works to understand customer needs and strives to exceed expectations
• Ability to work in a fast paced, high pressure role
• Process driven, highly organised with strong administration skills and attention to detail
• Remains calm and focused under pressure
• Able to multitask and be comfortable in a busy role
• Proactive and innovative approach
• Independent worker, willing to take responsibility
• Ability to build strong and credible professional working relationships across international teams
• Flexible approach to work in order to achieve demanding  goals and meet both short and long term priorities
• Competency in Microsoft Office
• Degree or equivalent qualification
• Ability to make rational decisions under high pressure
• Proven people management skills
• Excellent data analytical skills

Desirable:

• Knowledge of the Interpreting Industry

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)