Summary

The Vice President, Operations oversees the operational and quality activities at every level of the organization.  Leads operations projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation.  The VP of Operations also strategizes process improvements to ensure tasks are completed on schedule.

This position has direct oversight for Claims Operations, Stop Loss, Customer Service, Enrollment, Documentation; all aspects of TPA Operations.

Provides leadership in order to recruit, manage and retain the necessary resources to successfully perform the duties of the assigned work group(s).  Manages work group(s) to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables. Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, measurement criteria, and operating budgets. Sets high standards and encourages new ideas for improving organizational performance. Takes appropriate corrective action as needed to promote optimal employee performance and maintain low staff turnover.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Oversees/leads all functions/operations of Verdegard Administrators.
• Design and directs implementation and execution of operating and service policies, guidelines, and practices for the enterprise.
• Continually investigates and introduces operational process improvement measures and presents suggestions to the General Manager for consideration.
• Strives to ensure operations move forward & stay current while maximizing innovation.
• Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization;
• Prepare and present progress updates to appropriate management channels on a regular basis, ensuring that innovation is being achieved;
• Coordinate internal and external resources to ensure that projects remain within scope, schedule, and budget, collaborating with staff in various departments;
• Manage data collection for updating metrics to achieve productivity targets, eliminate errors, and deliver excellent customer service;
• Partner with cross-functional teams to improve proprietary tools and systems;
• Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity;
• Actively pursue strategic and operational objectives;
• Ensure operational activities remain on time and within a defined budget;

Supervisory Responsibilities        

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BA/BS Degree or equivalent; plus 15 years’ related experience; 15 years of SME in respective area(s); (or equivalent combination of education and experience); and 12 years supervisory experience; Supervisory experience may be substituted with 12 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Vice President level or above that must be  completed within 12 months in new position. 

Computer Skills

Basic PC knowledge including MS Office Suite strongly preferred

Certificates, Licenses, Registrations

None required

Other Skills and Abilities

• Must be a consummate team player, putting others before self, and actively engage stakeholders at all levels.
• Must be customer focused, both internal and external to the company. 
• Strong Interpersonal skills required. 
• Solid Verbal and Written Communications Skills required.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Language Skills    

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies To perform the job successfully, an individual should demonstrate the following competencies: