Summary

Directs and leads efforts to achieve the goals and objectives of the Client Services Unit comprised of Account Management Underwriting Corporate Services Documentation and Operations Configuration including budget productivity and transaction quality. Promotes and aligns the business unit with the overall vision and strategies of the enterprise. Responsible for leading strategy development and managing the operation of the business unit(s) ensuring adherence to proven best practices development of staff through the career path process alignment and support of the sales process including responding to RFPs and achievement of performance standards and client performance guarantees. Serves as a key interdepartmental liaison to assure open communication & collaboration with client teams client shared services and enterprise support staff. Champions service excellence and builds internal partnerships that optimize service capabilities for our customers. Relies upon extensive knowledge of healthcare operations concepts practices and procedures. A wide degree of independence latitude and creativity is expected.

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

• Leads teams to manage client relationships ensuring satisfaction retention and growth by setting service strategy overseeing operations developing staff and acting as a key liaison between clients and the company focusing on exceeding expectations and achieving business goals
• As member of Operations leadership utilizes planning prioritizing and organizational skills to effectively develop and implement operations policy and business strategy. Manages the assets tools and processes necessary to achieve the Operations department objectives in support of Enterprise goals. Provides recommendations for the acquisition/development or enhancement of tools and applications necessary to support the business in an efficient and quality manner.
• 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.
• Leads and promotes continuous improvement by developing and documenting business processes assigning roles and responsibilities and measuring results. Identifies and leads the improvement opportunities for assigned work group(s) and business processes. Seeks out and actively participates in business initiatives that contribute to service excellence.
• Finds new ways to reduce the cost improve efficiency mitigate loss and increase the profits. Develops and implements budgets and long term goals in order to ensure efficiency. Ensures the financial objectives set by the company are met. Develops and manages department financial budgets. Negotiates and controls the pricing aspect of vendor contracts.
• Partners with other business units to effectively resolve customer issues and inquiries implement new business design solutions that meet the mutual needs of Verdegard and our customers. Supports new product offerings and strategic sales & marketing efforts. Actively participates as a key member of cross functional workgroups teams and committees as assigned.

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 organizations 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 10 years related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.

Computer Skills

Advanced knowledge of MS Office / Word Excel PowerPoint and Outlook. Experience as a user of multiple business software applications and advance working knowledge of key business applications such as MedOptimize MedAccess and others as applicable to the role.

Certificates Licenses Registrations

Project Management Certification strongly preferred.

Other Skills and Abilities

• Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership.
• Ability to maintain a high degree of confidentiality using tact discretion and professionalism in all aspects of the job. Strong attention to detail and follow-through skills.
• Ability to gather business requirements and client/vendor specifications. Ability to analyze and develop business cases including ROI development.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

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 in one-on-one and small group situations to customers clients and other employees of the organization.

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