Apply on Employer Site

Healthmap Solutions · 1 week ago

Associate Vice President, Operations

United States

Full-time

Remote

Director/Executive

10+ years exp

Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, particularly in kidney health populations. The Associate Vice President, Operations will drive member engagement through digital channels and contact center operations, ensuring operational efficiency and leading teams to achieve desired outcomes.

BiotechnologyHealth CareMedical

Responsibilities

Define and execute a cohesive operational plan that merges digital channels with contact center operations to deliver sustained member engagement and behavior change

Lead the day-to-day operations across multiple teams focusing on achieving outcomes while ensuring compliance with service level agreements, regulatory standards, legal requirements, and quality measures

Member Engagement – Provide operational leadership for the outbound contact center team that is charged with engaging and maintaining members in Healthmap’s Kidney Health Management program

Workforce Management – provide support to both clinical and non-clinical departments to design and implement workforce strategies that support business growth, optimize performance, and increase operational efficiency

Mail Fulfillment – Oversee the mail fulfilment center including mail vendor management

Set clear team goals and delegate tasks effectively while stepping in to perform critical, hands-on work when needed to ensure program success

Build, mentor, and manage high-performing, cross-functional teams, fostering a culture of delivering results, accountability, and continuous improvement

Partner with leaders across the business to ensure alignment with organizational goals and deliverables and improve operational efficiency

Manage all Member Incentive Programs ensuring appropriate ROI and effectiveness

Evaluate and manage third-party vendor relationships supporting telecom and mail services, ensuring effective service delivery and cost management

Utilize data analytics and key performance indicators to inform operational decisions, forecast staffing needs, monitor team effectiveness, and report to senior leadership

Qualification

Operations managementDigital transformationLeadership experienceData analyticsWorkforce managementMicrosoft OfficeRelationship buildingCritical thinkingAdaptability

Required

Bachelor's degree from an accredited four-year college or university

At least 10 years' experience in a leadership position

Proven track record of success leading customer-focused Operations teams (specifically running inbound and outbound contact centers), driving adoption of digital solutions, and affecting meaningful behavioral change

Demonstrated experience in transformation and delivery in high growth organizations and ability to deliver operations at scale

Experience with providers, health insurance companies and related vendors

Ability to lead a team to deliver sustained results

Excellent relationship building and influencing skills demonstrated by critical thinking, adaptability, and flexibility while maintaining conviction

Analytical orientation to understanding key metrics, identifying areas of opportunity, and reporting results to all stakeholders

Ability to manage multiple priorities and operate in a fast-paced, rapidly changing environment

Must be proficient in Microsoft Office Outlook, Word, Excel, PowerPoint etc