Sr. Director Of Clinical Operations

General Purpose:

The Sr. Director of Clinical Operations will be responsible for overseeing and providing directional leadership to the Adherence Care Navigator team leads & Medication Case Managers for the remote contact center. Oversight and management activities will directly support business goals and projected growth for the Resolve product. This role will require interdepartmental coordination to ensure quality management, workforce planning, recruiting, coaching and training while maintaining an emphasis on consumer care. The Sr. Director of Clinical Operations is responsible for hiring, performance management, disseminating changes in policies and procedures, personnel development, and oversight of all direct reports. Collaborates within department for training and ongoing development of training materials & delivery strategy. Collaborates with other departmental leadership to ensure inter-departmental operational consistency.

Essential Duties & Responsibilities:

• Communicate client and company goals and metrics with team members to deliver a high level of customer service.
• Oversee and coordinate the daily activities of the Adherence Care Navigator team leads and Medication Case Managers
• Execute short-term and long-term performance goals developed by Senior Leadership Team
• Oversee the Clinical Operations implementation of new and renewing clients.
• Ensure that Adherence Care Navigator activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
• Manage direct reports to ensure program(s) productivity, quality and consumer satisfaction/client performance objectives met contractual requirements and AdhereHealth performance standards.
• Partner with human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
• Review operational reports daily, develop and implement action plans to address deficiencies.
• Provide regular feedback to AVP of Clinical Operations and other members of the management team regarding current operational performance overall and at the client level.
• Provides operational oversight to support consistent achievement of performance expectations to include daily call campaign, manual call lists and staffing strategies.
• Escalate issues to internal stakeholders and in real-time.
• Collaborate with departmental colleagues to develop comprehensive training program and maintain training materials to ensure that contact center staff receives high quality technical and soft skills training.
• Conduct regular weekly performance metric reviews, performance reviews and one-on-one meetings with direct reports to evaluate performance.
• Participate in new and existing product development to support product and program development.
• Direct oversight for activities to meet or exceed Resolve business goals.

Leadership Duties (If Applicable)

• Provides overall programmatic and clinical oversight to assure consistency and continuity in the provision of services.
• Provide leadership to others through example and sharing of knowledge/skill.
• Establish positive partnerships across business groups both inside and outside of the organization.

Education & Experience:

• Proficient in Microsoft Office, especially Excel
• Previous experience in a contact center preferred.
• Working knowledge of contact center phone systems and outbound dialer technologies
• Healthcare/Insurance payor experience preferred
• At least (2) two years in a supervisory/management role

Minimum Physical Requirement:

The Sr. Director of Clinical Operations will perform his or her work in a general office environment using standard office equipment. The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Bend, twist or stoop on a repetitive and continuous basis
• Stand and remain on feet for extended periods of time.
• Operate various business instruments, including computers, printers/scanners/fax machines, requiring manual dexterity.
• Regularly lift and/or move up to 10 pounds.
• Sit and concentrate for long periods of time to compute, examine, and interpret data.
• Read paperwork and computer monitors, requiring visual acuity.

Skills:

• Ability to learn new processes quickly in a fast-paced environment.
• Strong interpersonal and communication skills with the demonstrated ability to gain the confidence, respect and trust of providers, senior executives and direct/indirect reports.
• Highly process oriented with strengths in efficiency and standard operating procedures
• Superior ability to influence others and manage change to align with strategic direction.
• Strong leadership, organization, planning and time management skills.
• Highly skilled at planning, organizing and managing the activities of others.
• Ability to deal with all situations in a calm and positive manner.
• Solid ability to develop, lead, motivate, promote accountability, and engage a diverse workforce.

Job Type: Full-time

Benefits:

• 401(k)
• Health savings account
• Life insurance
• Paid time off
• Employee assistance program
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have working knowledge of contact center phone systems and outbound dialer ?
• Do you have Healthcare/Insurance payor experience?
• Do you have at least (2) two years in a supervisory/management role?

Work Location: Remote