Sr. Director of Account Operations

Other Jobs To Apply

No other job posts for this day.

This a Full Remote job, the offer is available from: Arkansas (USA), Connecticut (USA), Indiana (USA)

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.
This offer from "NexRep, LLC" has been enriched by Jobgether.com and got a 75% flex score.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...