Senior Director Business Operations

Position Purpose: 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. Manage service levels; identify service opportunities, new business implementations and product expansions. Responsible for multiple systems from a business owner standpoint for all membership and channel management services.

Direct the identification, development, and implementation programs centered on quality and operations excellence

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 all membership related initiatives including identification of business need, strategy recommendation, project outline, management of deliverables, and ROI

Work collaboratively to facilitate the design, development and implementation of policies, procedures and practices related to service operations

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 and oversee continuous improvement of multiple systems for critical operations to enable business objectives

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

Non-Negotiable Reqirements for this role

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