What are the responsibilities and job description for the Director of Operations position at IWP?
The Director of Operations organizes and oversees the daily operations for Enrollment including insurance verification and data entry, Patient Care including insurance changes, data entry and prior authorization, and Sales Liaison involving operations and sales organization communication, updates on patient and facilities status. This is the primary person to ensure that our non-clinical operational teams are well-coordinated and productive by managing procedures and coaching staff.
The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. This person will be responsible for creating internal and external business relationships that support the company’s core values while maintaining a professional, productive, and cost-effective environment. The ideal candidate must be competent and able to plan many different aspects of our operational activities. This person must be an excellent leader who can discover the most efficient ways to run these departments.
The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success. As required, you will support AWP’s President at various organizational meetings.
What You’ll Do
- Provide leadership and direction to the Enrollment, Patient Care and Sales Liaison Team
- Partner with the Director, Pharmacy Operations to ensure efficient and effective patient onboarding, optimal patient retention and overall patient satisfaction levels.
- Manage departmental budgets and focus on revenue and cost control to meet all operational financial targets
- Continuous collaboration with President of AWP to align operational capabilities and preparedness with the long-term strategic plan of the organization
- Analyze results related to performance, budgets, and expenses to make sound decisions
- Directs daily workload objectives
- Establishes team and individual performance targets
- Acts as a key contact to resolve escalated service issues through collaboration and process review
- Works with Directors and Managers across all organizations to identify process improvements and ensure patient and provider satisfaction
- Work directly with VP of Sales to identify process improvements
- Oversee the creation, development and maintenance of staffing requirements and schedules needed to meet service level targets; restructure staffing patterns to meet the changing needs of each department
- Collaborate with IT to leverage all technology, tools, processes, and resources to anticipate and exceed our clients’ needs and expectations, including implementing and utilizing CRM and phone system enhancements
- Ensure completion and accuracy of quality monitoring for staff and ensure that individual departmental training needs are addressed
- Develop managers and developing leaders through succession planning activities that promote professional development
- Complete performance appraisals for direct reports and ensures that managers are completing and delivering performance appraisals for their staff in a timely manner
- Work with Director, Pharmacy Operations, Sales leadership and AWP’s President to discuss and develop long-term operational strategies that help meet company objectives
Who you are
- Proven experience as a Director of Operations or equivalent position
- Excellent organizational and leadership abilities
- Outstanding communication and people skills
- Knowledge of industry’s legal rules and guidelines
- In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service etc.)
- Working knowledge of data analysis and performance/operation metrics
- Familiarity with MS Office and various business software (e.g., ERP, CRM)
- Master’s degree or 10 years of relevant experience in this field
What Sets You Apart
- Experience in healthcare and/or pharmacy
- Comfortability with changing situations
- An eye for developing and nurturing career progression among staff
- A bridge-builder with professional, approachable attitude
