Sr. Director of Account Operations

Description

Job Status: Full Time, Exempt

Reports to: VP Operations

Job Summary: NexRep seeking a strategic, results-driven Senior Director of Operations to oversee a large healthcare focused customer contact account that delivers high quality patient experiences through a monthly outreach program. This position is responsible for all aspects of the account, including achieving performance outcomes, quality and compliance adherence, contractual adherence, billing and all financial aspects. Key stakeholders include commercial operations, compliance, legal, learning and development, and various internal client departments. These critical interactions add a level of complexity that requires the candidate to manage various expectations and solve problems across a continuum of requirements. The ideal candidate brings deep contact center operational expertise, a strong background in healthcare services, experience using data to influence decisions, and a passion for improving patient and member experiences.

Essential Functions:  

• Provide executive leadership for the program support team and client through a balance of strategic decisions and people management, including anticipating challenges and providing guidance to the team to achieve goals
• Drive results through thoughtful leadership, the use of data-driven decisions and a commitment to the client
• Proficiently initiate and implement new patient support programs when needed by client
• Collaborate with data scientists and/or analysts to uncover actionable insights that lift performance and drive the business forward
• Provide regular, insightful recommendations to improve the overall program and achieve measurable outcomes
• Ensure proper staffing and adherence to staffing SOPs
• Partner effectively with other vendors and external entities to achieve desired outcomes
• Oversee and provide guidance to the Account Director regarding the creation and presentation of business updates (daily, weekly, monthly) and formal Business Reviews (quarterly and annually) to the client
• Provide program level expertise in all facets of the client’s business
• Oversees full P&L for the account, including achieving profitability and growth targets
• Foster a high-performance culture focused on accountability, engagement, continuous improvement, and leadership throughout all levels 
• Align short- and long-term strategies with the client to maintain and expand revenue

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. 

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Requirements

• 10+ years of experience running an Operational Delivery/Support team in the healthcare contact center industry. Pharmaceutical industry experience preferred
• 5+ years of Client Relationship management at the Director/VP or executive level
• Ability to effectively manage interactions with individuals of varying personalities and backgrounds, including handling difficult situations with professionalism and tact
• Strong knowledge of healthcare regulations (HIPAA, CMS, etc.) and experience in a payer, provider, or health services organization
• Experience and proficiency in effectively working remotely, including utilizing various communication and collaboration tools such as video conferencing, project management software, and messaging platforms
• Demonstrated ability to lead and influence cross-functional teams
• Proven track-record of successfully launching new lines of business/clients
• Must be comfortable working in a fast-paced environment
• Strong communication, collaboration and influencing skills
• Exceptional leadership and interpersonal skills
• Desire to work in a high energy environment with multiple competing priorities
• Player-coach mentality
• Must be able to travel domestically to meet with the client on a monthly basis

Preferred Skills & Competencies:

• Experience with values-based care or care coordination models
• Familiarity with risk adjustment, utilization management, or patient navigation programs

Hours/Travel: Evening, weekend and holiday hours may be required to meet client’s needs. Travel to NexRep headquarters a minimum of twice per year, in addition to the clients’ location for business meetings as needed is required. NexRep will reimburse for travel expenses incurred.