SVP Customer Relations

* Position is eligible for Remote / Work from Home opportunity *

Hiring Manager: Jon Bogenreif

Department: Customer Relations

Talent Partner:  Elizabeth Fleming

Telecommuting Eligible: Yes

Job Grade: X21

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Job Title

Senior Vice President Customer Relations

Job Summary

The Senior Vice President (SVP) Customer Relations is a member of the organization’s executive leadership team and directly influences the business strategy and mission of Noridian by leading the Customer Relations team. This position is responsible for providing leadership and for the administration of the company’s contracts.   Additionally, this position ensures activities across all contracts are in alignment with the company’s strategies, goals and objectives. This position is responsible for providing executive-level oversight and administration of all contracts which includes administrative activities.

Essential Functions

(Key Duties/Responsibilities/Accountabilities)

• Develops and leads corporate strategy by providing strategic leadership affecting the financial and operations affairs of the business consistent with the company’s goals and objectives.
• Ensures comprehensive communication avenues are built between our customers and Noridian.
• Creates and is responsible for benchmarks for measuring the financial and operating performance of contracts.
• Ensure executive and corporate support for all contracts.
• Provides strategic input and leadership on decision making issues affecting contracts and Noridian’s performance. 
• Measures and tracks assigned duties within the strategic and operating plan and insures timely completion. 
• Designs, establishes, and maintains an organizational structure to effectively accomplish established goals, objectives, policies, and operating procedures. 
• Manages the preparation of financial and operational outlooks and forecasts by understanding the operations and their impact on financial performance. 
• Manages the required CMS and Noridian reporting processes to ensure timeliness and accuracy of monthly, quarterly, and annual reporting. 
• Establishes adequate controls to ensure quality and other performance reports are timely accurate and meet required metrics. 
• Ensures compliance with all applicable federal, state, and local regulatory reporting requirements and guidelines.
• Interprets and monitors all rules, regulations, and pending legislation that may have an impact on the company.
• Informs the Board of Directors (BODs) and executive leadership team on the conditions and operations of contracts. 
• Ensures effective cost development processes for proposals and changes orders in conjunction with Contract Administration and the CFO. 
• Forges and maintains credibility and trust with the organization’s executive leadership team, Noridian & Healthy Dakota Mutual Holdings (HDMH) and executive leadership, and a wide range of business and corporate partners including, but not limited to, CMS, Medicaid agencies, other customers, vendors, other outside agencies, associates, and the BODs. Demonstrates the ability to lead through the Noridian Leadership Imperative: Collaboration, Accountability, Relationship Management, and Strategic Focus. 
• Participates and attends community functions and advocates for the organization in the business and political arenas.
• Motivates and enables staff to reach their highest potential by fostering the continuous professional development and career growth of a diverse workforce, coaching and mentoring future leaders, identifying and championing high potential talent, and creating high-performance teams.
• Leads staff and groups with demonstrated creativity, flexibility, and willingness to embrace change.
• Uses advanced planning whenever possible to minimize reactive and crisis management approaches to responsibilities and identifies critical factors that block or hinder even greater organizational performance or customer service.
• Creates synergies and robust relationships between internal business units and uses internal and external networks to identify opportunities and gather market intelligence. 
• Seeks input to problems with a view to sustaining competitive advantage. 
• Defines the company’s image by building high-impact strategic relationships with key stakeholders and builds behind-the-scenes support for ideas, strategies, and goals

Non-Essential Duties and Functions

• Other duties as assigned.
• Performs special projects and assignments  by the executive team or BOD.
• Schedules, plans, and arranges Noridian management and executive meetings.

Minimum Qualifications

• Bachelor’s degree in Business, Healthcare, or related field
• 12 years’ progressively responsible management experience and/or general management with significant responsibility of which at least 8 years is in a formal leadership role
• Demonstrated technical, professional, and regulatory knowledge to resolve unique or highly complex situations
• Ability to perform many widely varying and functionally diverse assignments that require in-depth analysis and problem solving
• Ability to develop work concepts, policies, and procedures using broad guidelines, methods, and procedures
• Ability to serve as a technical expert
• Ability to guide, direct, and coach others regarding application and interpretation of complex issues
• Thorough and extensive knowledge of programs, concepts, and practices within assigned division(s) as well as a general understanding of other departmental programs
• Ability to communicate area specific information regarding more complex or unique issues and presents specific findings in such situations using appropriate rationale and supporting factors
• Ability to establish and maintain professional working relationships
• Ability to interpret legal and regulatory guidelines as it relates to government contracts and make compliance recommendations to top management
• Ability to document more complex and unique issues and effectively articulate written or verbal conclusions
• Strong communication skills
• Ability to assess and weigh the impact of new or changing information on the company, including legal/regulatory implications
• Demonstrates an understanding of industry and enterprise objectives
• Understands the link between objectives and department initiatives in support of the overall business strategy
• Ability to develop clear, actionable steps and action plans to support each area’s role in fulfilling the enterprise strategy and goal

Preferred Qualifications

• Master's degree in Business, Healthcare, or related field
• Experience in Medicare operations or healthcare environment

Environment and Cognitive/Physical Demands

• Office environment
• Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve
• Requires prolonged sitting and telephone usage
• Requires the use of office equipment such as computer terminals, telephones, copiers and printers
• Infrequent lifting to 15 pounds
• Infrequent stooping
• Travel up to 25%

Segregation of Duties

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to, Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program, and any other applicable laws, rules and regulations.

 Statement of Other Duties

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions.  Employees may be requested to perform job related tasks other than those specifically listed in this description, and may be required to perform any task requested by the supervisor or management.

Total Rewards Package:

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.

CMS Access Compliance and Regulation Contingency Statement

Some positions require compliance with (i) federal and agency specific regulations and related clauses included in Noridian's prime contracts with the Government, (ii) background checks, and (iii) eligibility for a government-issued identification card.

Equal Employment Opportunity

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities as well as Sexual Orientation or Gender Identity. 

Below is the salary range for potential new hires.

Salary Range: $221,454 – $365,976 per year

Other Compensation: Self-Managed PTO

This job will be closed 01/24/2025 at 8:00AM CST.  No further applications will be considered. 

Salary : $221,454 - $365,976