Senior Director Business Operations

• 10% - 20% travel is required.

Summary:

• Direct and oversee health insurance operations programs in multiple service areas including as billing and enrollment, call center, customer service, etc. and related initiatives that impact membership for product lines and health plans.
• Responsible for multiple systems from a business owner standpoint for all membership and channel management services.
• Establish and maintain working relationships with external sources such as CMS for regulatory and compliance guidance
• Develop and maintain collaborative relationships with health plans, other business units, IT partners, and oversee training and business processes as necessary
• Direct all membership related initiatives including identification of business need, strategy recommendation, project outline, management of deliverables, and ROI
• Direct the identification, development, and implementation programs centered on quality and operations excellence.
• Work collaboratively to facilitate the design, development and implementation of policies, procedures and practices related to service operations
• Develop and monitor service levels to ensure compliance with state, federal, and company metrics and standards
• Initiate ongoing and special projects including process improvement evaluations and analysis, department business development, ROI analysis, and annual satisfaction initiatives
• Direct and oversee continuous improvement of multiple systems for critical operations to enable business objectives
• Manage service levels; identify service opportunities, new business implementations and product expansions.

Education/Experience:

• Bachelor’s degree in Business or related field or equivalent experience.
• Previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff.
• 10+ years of business operations and systems integration experience for call center, enrollment, billing, payment processing, or similar operations applications.

What are the 3-4 non-negotiable requirements of this position?

• Core leadership skills: clear communication, strong decision making/judgment, change management, collaboration, strategic vision
• Experience leading process improvement teams and/or individual contributor experience in process improvement; experience in leading program management teams.

What are the nice-to-have skills?

• Health insurance and program management experience preferred.
• Lean Six Sigma certification, Training certifications, experience working in a matrixed environment