Vice President Customer Operations

Qualifications

• Bachelors Degree is required. MBA or Professional Designation preferred, but not required.

• 10 years general management experience at Director level or above required.

• Strong operational experience required including five years membership and billing administration with staff of of 100 or more.

• Minimum of five years senior level experience managing strategic projects and vendors required

• Experience in the insurance or health care industry required.

• Five years experience managing information systems or in the role of business owner for information systems.

• Work experience must demonstrate strong analytical, communication, and human resource management skills.

• Work experience must demonstrate strong decision-making skills and accountability for decisions made.

• Experience with Six Sigma, TQM, or other business process improvement methodology preferred.

• Work experience must demonstrate strong organizational and business writing skills.

• Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software required. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required.

• Work history must include the use of presentation and platform skills demonstrating the ability to communicate to senior management, board of directors and support staff.

Accountabilities

• Ensures effective management of the Customer Operations departments, which results in accurate, timely and efficient service to members and providers.

• Holds line of business directors accountable for achievement of operational, corporate and incentive goals

• Represents the company and ensures appropriate attention to the interests of the company.

• Implements a program of continuous improvement aimed toward achieving operational excellence in customer operations across all lines of business.

• Directs, collaborates and leads Divisional Staff to develop, modify, and implement the strategic direction of the division and company.

• Ensures the meeting of acceptable standards for key Association and operational metrics including but not limited to:

• MTM score Membership and Billing and Customer Service

• Local metrics for billing accuracy

• Local metrics for membership maintenance for membership timeliness

• Local metrics for customer service

• Institutes a program of staff development that is consistent with the Division’s core competencies aimed at ensuring continuous improvement in operational efficiency and effectiveness.

• Maintains the budget projections in such a way as to ensure that departmental goals and metrics are met in cost effective way.

• Provides support and adds value to Marketing activities by actively participating in meetings with current and pro- spective groups, participating in key presentations and forums, ensuring timely development and delivery of data needs, and being appropriately responsive to inquiries and requests.

• Ensures that new groups are efficiently and accurately set-up, and ID cards are administered in a timely manner.

• Ensures that the group renew process is accurate and timely.