Position: Director, Operations

Department: Patient Support Center/Call Center

Reports To: EVP, Operations

FLSA: Exempt

Primary Function:

The Director of Operations is responsible for overseeing the operational functions of the call center, labor relations, time and attendance, financial per transaction goals and all ongoing responsibilities to support the installation of new programs, ensuring the operations meets all KPI and SOW requirements.

Job Scope and Major Responsibilities:

• Collaborate with senior management as it relates to business growth, strategy and operational planning.
• Ensure resource/staffing plans are created to meet quality, productivity, and cost goals.
• Oversee the Implementation of all new programs ensuring allocation of resources to implement and manage the ongoing program requirements
• Oversee all outsourcing relationships ensuring financial and operational commitments are met
• Oversee all HUB and call center operations providing measurable performance indicators for all programs in the areas of quality, productivity, cost, and workflow accuracy.
• Oversee all training ensuring that all departments deliver and document accurate and timely training.
• Work with Finance to ensure cost KPIs are in place for all programs and develop a monthly review of key KPIs cost, quality productivity.
• Manage direct reports in accordance with company policies in an equal manner that ensures confidentiality.
• Lead and mentor staff to improve skillset and career potential.
• Advise on employee promotions, transfers, and dismissals.
• Other duties as assigned.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”)

Required Qualifications:

• Bachelor’s degree in health administration, business or related field.
• A knowledgeable individual with appropriate industry experience, preferably in the healthcare, insurance or PBM industry.
• Demonstrated knowledge of WFM processes and call routing systems for escalation purposes.
• Experience in managing Workflow intense & time sensitive processes.
• Experience in or familiarity with Lean Manufacturing, Six Sigma and or other process improvement methodologies is preferred.
• Demonstrated experience in
• Strong data analysis and presentation skills.
• Financial and statistical reporting knowledge and experience.
• Progressive staff management experience in a customer service/call center environment leading large numbers of non-exempt employees.
• Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner.
• A good educator who is trustworthy and willing to share information and serve as a mentor.
• Ability to independently identify, research and resolve issues.
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
• A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail oriented perspective.
• A strategic planner with sound technical skills, analytical ability, good judgment, and strong operational focus.
• Ability to lead and work with peers in a team effort.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who is able to work with minimal amount of supervision.
• Capability to efficiently complete tasks in a fast-paced environment.
• Proficient in Microsoft Office and industry related software programs.
• Ability to work extended hours, weekends, and holidays pursuant with industry demands.
• Willingness to travel.

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.