Job Description
JOB TITLE: Director, Service Operations
DEPARTMENT: Client Services
REPORTS TO: Senior Director, Client Services
TYPE: Full Time, Exempt
LOCATION: Remote
ROLE SUMMARY:
The Director, Service Operations is responsible for the operational oversight of all aspects of Client Services Operations. The position is responsible for ensuring that contractual SLAs are achieved through oversight of the member facing inbound customer service and outbound campaign operations teams. The key candidate for this position is a self-starter, with solid decision-making skills that are driven through data analysis.
WHAT YOU WILL DO:
- Build a high-producing team through interviewing, hiring, and performance managing exempt and non-exempt associates.
- Execute on department strategies to optimize performance, increase efficiency, and reduce departmental spend.
- Build department policies & procedures, production tracking reporting, and a quality monitoring program.
- Assess department needs for training and develop new hire / up-skill training programs.
- Drive the Service Operations team to meet contractual metrics (SLAs, First Call Resolution, etc) and optimize team performance (Quality, Production, etc).
- Build and oversee daily workforce management, monitor team productivity, and shift resources to optimize efficiency and metrics.
- Forecast staffing needs based on call volume, using data and analytical skills to understand call drivers and planned activities that impact projected call volume.
- Develop and drive operational metrics to optimize performance & quality.
- Identify opportunities for process improvement within the Service Operations team that have a measurable impact on budget and performance (Increase First Call Resolution, Reduce Inbound Call Volume, etc).
- Implement and drive performance for member engagement campaigns through professional services product offerings.
- Oversee the performance and efficiency of service vendor partners.
WHAT YOU NEED:
- Bachelor’s Degree or Higher Education is required.
- 7+ years of operational experience is required with proficiency in workforce optimization.
- 5+ years of progressive leadership experience is required.
- Health Insurance (Commercial, Medicaid, or Medicare) and/or member-facing experience is preferred.
- Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook is required.
- Workforce Management experience.
WHAT WE PROVIDE:
- Competitive base salaries, full benefits (medical, dental, vision), and company paid STD/LTD benefits.
- 401(k) with match and 100% vested on first day of contribution.
- Equity – we offer stock options that are vested over a four-year period.
- A hybrid work model and flexible work schedules.
- Generous Universal Parental Leave.
- 18 PTO days and 18 Paid Holidays.
About Healthmine:
Healthmine is a technology-enabled member engagement and rewards company. We build personalized, ongoing engagement strategies for health plans that drive healthy action through incentives and rewards, enhance member experience, and improve outcomes. Our configurable solutions include:
- Member Engagement: Deliver omnichannel outreach to engage members in self-managing health risks and conditions.
- Member Experience: Keep a pulse on member satisfaction through digital surveys (e.g., Mock CAHPS, NPS©) and a continuous feedback loop with real-time results.
- Digital HRA: Maximize HRA compliance and uncover risk in your population through self-attestation via quick and efficient digital HRAs.
- Smart Rewards & Incentives: Motivate members with the right rewards, supported by end-to-end gift card and merchandise reward fulfillment.
- Medicare Insights: Take a data-driven approach to Star rating performance improvement using a comprehensive analytics tool with the ability to operationalize engagement activities immediately.
- Consulting & Professional Services: Leverage our team of industry experts to guide strategy and implement our technology tools to meet your unique needs.
Healthmine clients get immediate, actionable insights into the success of member engagement and satisfaction initiatives, as well as the priority areas, to improve quality measures and Star Ratings. Partner with us to implement a solution in as little as 90 days. Connect with Healthmine on LinkedIn and learn more at www.Healthmine.com.
Healthmine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Healthmine will provide reasonable accommodations for qualified individuals with disabilities.
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Date Posted
11/01/2022
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