Position Summary:
The Associate Vice President (AVP) of Operations is primarily responsible for Healthmap’s non-clinical teams and effective member engagement. The AVP, Operations will partner across the company to provide non-clinical support to clinical campaigns and other operations initiatives. Healthmap’s non-clinical teams are critical in improving member health by making a great first impression and establishing a relationship of trust with the member. This role will work with Healthmap’s senior leaders to improve operational efficiency, improve member engagement, and assist with oversight of critical day-to-day non-clinical functions. As a key leader they are directly responsible for driving operational results while acting as a thought leader at Healthmap. This position will lead teams to achieve desired outcomes. Finally, the position will assist key senior leaders to operationalize new products.
Responsibilities:
- Strategic oversight of Healthmap’s non-clinical operations
- Alignment with the clinical services team and Regional Vice Presidents
- Lead multiple teams that include and may be subject to change
o Mail Fulfillment – Direct oversight of the mail fulfilment center including mail vendor management
o Member Engagement – Provide operational and strategic leadership for the outbound call center team that is charged with obtaining consent from members to join Healthmap’s Kidney Health Management program
o Workforce Management – providing support to both clinical and non-clinical departments
- Drive operational efficiency
- Manage all Member Incentive Programs – ensuring appropriate ROI and effectiveness
- Vendor management of supporting telecom and mail services
- Develop additional reporting capabilities to monitor team effectiveness
- Work directly with key senior leaders within Clinical Operations to improve operational efficiency
- Work directly with the Account Management Executives to enhance operational offerings while overseeing operational results
- Ensure company adherence with legal and regulatory requirements
- Conduct quality improvement and outcomes studies
- Participate in customer management activities
- Business lead for new solutions and product development
- Perform other related duties as assigned
Requirements:
- Bachelor's degree from an accredited four-year college or university, Masters degree preferred
- At least 10 years’ experience in a leadership position
- Operations experience required
- Operational clinical cross functional matrix experience
- Experience with running Inbound and Outbound Call Centers
- Experience managing teams that engage with customers directly (B2C operations) highly preferred
- Experience with health insurance companies and related vendors highly preferred
- Experience leading mail fulfillment teams preferred
Skills:
- Excellent presentation skills, interpersonal skills as well as excellent written and verbal communication skills to target audience
- Strong relationship building skills, prioritization and solutions oriented
- Strong strategic thinking, critical thinking, analytical ability, verbal, and written communication skills to target audience
- Metrics driven ability to understand key goals from program and understand reporting results to communicate areas of opportunity to all stakeholders
- Ability to manage multiple priorities
- Must be proficient in Microsoft Office Outlook, Word, Excel, PowerPoint etc.
Travel:
- Limited Travel, scheduled per needs of the business
#LI-Remote
