Operations Vice President - First Party medical - (EC11008)

POSITION SUMMARY:The Operations Vice President, Call Center is accountable for directing the day-to-day operations of the assigned operating center. Incumbent is responsible for maintaining the efficiency and effectiveness of the center, including customer satisfaction, employee development, and fiscal accountability. The Vice President provides overall management and definition of all activities within the division including responsibility for providing a leadership role in the day to day operations as well as providing direction as the division grows through internal growth and external acquisition. The Operations Vice President, Call Center establishes, in conjunction with senior management, the strategic direction of the division. The role includes developing and executing tactical plans and divisional capital and operating budgets to achieve the strategic objectives. Incumbent oversees the management of the division to ensure that acceptable levels of service are delivered to the customer.

MINIMAL QUALIFICATIONS:


BS/BA (or 10+ of relevant working experience) or related field, MBA preferred.

5+ years working in a management capacity with emphasis on front and back end revenue cycle management (admitting, registration, billing & collections).

Demonstrated ability to work both with technical and operational personnel within the company and with a wide variety of accounting, and project management.

Demonstrated expertise within the call center industry (inbound and outbound).

A track record of success and career progression in call center management, billing and collections.

Demonstrated leadership in project management with the ability to scope, price, budget and manage a team of 25-60 people or more and oversee a workforce of 500+.

Change management skills are important to develop critical people-based processes to support revenue cycle transformation, including organizational and business process design.

Must assume leadership roles on specific projects to transform revenue cycle operations. Work record should indicate successful experience in billing and collections.

Possess broad business knowledge. Technical skills should support an understanding of business issues and the specific impact of technology upon people and processes.

Proficiency in Microsoft Excel, Word and Power Point and other related applications.

Flexible in dealing with frequent and erratic travel demands.

Work with Sales on prospect calls, RFP’s responses, and contracting.

SKILLS, KNOWLEDGE & ABILITIES:


Strong business orientation.

Working knowledge of all applicable Federal and State collection/billing requirements.

Develop creative solutions to solve business issues while also managing costs and risk.

Skilled at identifying and evaluating new technological and procedural developments and gauging their appropriateness for the business.

Communicate with and understand the needs of internal and external clients.

Strong organizational skills to manage resources.

Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters.

Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision.

Thought leader (creative problem solving), possesses a clear set of contributions that have resulted in value added to a client.
ESSENTIAL RESPONSIBILITIES: (To include but not limited to the following)


Function as a key member of the management team to provide value-added service to client companies.

Work closely with colleagues from Operations, Sales, IT, and Corporate to successfully meet client needs and complete various projects.

Be flexible and open to managing varied work situations and support multiple projects.

Apply performance improvement tools and techniques to help associates and clients identify and implement process improvements.

Assist client with business practices regarding billing/collection systems, claims systems, front and back end operations.

Provide specific guidance to managers, associates and other staff to ensure that the focus is correct and the work is accomplished on time, within budget and meets or exceeds the highest quality standards.

Manage work in such a way that the results are both of distinctive quality and useful to the client in terms of enhancing revenue management and improving competitive positioning.

Business technology planning process - sponsor collaborative planning processes.

Applications development – participate in evaluating new and existing applications, as well as overall coordination for divisional initiatives.

Provide recommendations regarding IT infrastructure and architecture development (e.g., computers and networks) - ensuring ongoing investments are made.

Sourcing - make vs. buy decisions relative to outsourcing vs. in-house provisioning of various services and skills.

Partnerships - establishing strategic relationships with key suppliers and consultants.

Technology transfer - provide enabling technologies that make it easier for customers and suppliers to do business with our enterprise as well as increase revenue and profitability.

Customer satisfaction - interact with internal and external clients to ensure continuous customer satisfaction.

Training - provide training for associates to ensure a high degree of productivity.

Oversee staff to insure accurate and timely tactical processes.

Manage remote teams stationed in the various customer/client offices.

Assist in Sales presentations and implementing new clients.

Manage a budget with associated responsibilities.

Recommend and approve salary increases, transfers, and promotions; develop performance plans, monitor progress, coach and evaluate associates; provide training and other developmental programs for staff; and, interview, select, and terminate associates within Corporate guidelines.

Perform other related duties and projects as assigned.

This description is not intended as a complete list of specific duties and responsibilities. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background checks.

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