Director of Business Operations

Commonwealth of Massachusetts • Quincy, MA

3d • Onsite

About The Position

MassHealth is the Medicaid and CHIP plan for Massachusetts, providing access to healthcare services to approximately 2 million low-income and disabled residents of the Commonwealth. MassHealth is responsible for a ~$22 billion annual budget comprised of insurance premiums, payments for healthcare services, payments for pharmaceutical therapies, administrative expenses, and more. The MassHealth Director of Business Operations reports directly to the MassHealth Deputy Chief Operating Officer (COO) for Special Project and Business Operations. This position will lead and support key functions across the MassHealth Operations unit, including directly overseeing MassHealth’s Customer Service and Administrative Operations teams. As a senior leader within MassHealth Operations, the Director of Business Operations will serve as a trusted resource and a source of support, expertise, and leadership related to customer service, workforce management, contracts and contract negotiation, vendor management, financial tasks (such as invoicing and encumbering funds), facilities management, and a range of other administrative business functions. The Director of Business Operations will advise the Deputy COO, COO, and other senior staff regarding operational strategy, long-term planning, and issue resolution. The Director of Business Operations will maintain relationships with key internal stakeholders to ensure operational effectiveness and excellence, including secretariat legal, contracts, accounting, budget, and facilities personnel, as well as units across MassHealth.

Requirements

• At least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a supervisory or capacity or (C) any equivalent combination of the required experience and substitutions below.
• I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
• II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
• III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
• IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Nice To Haves

• Ability to lead complex workstreams and meet deadlines/milestones, while seeking and responding to feedback from a diverse set of stakeholders.
• Exceptional organizational skills and ability to create, grow, and maintain effective operational processes and data tracking systems.
• Excellent communication skills and ability to deliver clear, appropriate messages on behalf of a large state organization.
• Proven experience with government contracts, procurements, contract negotiation, and associated tasks.
• Proven experience with complex project management leadership and execution.
• Strong writing skills, including the ability to write and/or provide feedback on complex contract language and leadership briefings.
• Ability to exercise excellent judgment in high pressure situations, such as during contract negotiations with actual or potential state vendors.
• Strong analytic and problem-solving skills.
• Comfortable leading effective meetings and work sessions, with all levels of staff and leadership.
• Excellent time management skills, ability to multi-task, and work under time constraints.
• Ability to exercise attention to detail, strategic thinking, and good judgment at all times.
• Ability to synthesize complex information.
• Proven leadership and mentoring experience with capability of fostering a collaborative work environment.
• Strong IT skills, including proficiency in Microsoft Word, PowerPoint, Excel, and ability to quickly gain fluency in other state and vendor systems.

Responsibilities

• Oversee the MassHealth Customer Service team and its associated functions, including management of the MassHealth Contact Center contract and vendor, performing contract-related activities (such as negotiating and drafting contract documents, resolving contract disputes or performance issues, and completing procurements as needed), managing and improving internal/external customer service workflows, managing forecasting and capacity planning, improving vendor quality, liaising with stakeholders, and undergoing strategic planning related to the MassHealth Contact Center.
• Oversee the MassHealth Administrative Operations team and its associated functions, including encumbering funds, invoicing, ordering, and management of facility-related tasks for MassHealth Operations workspaces.
• Ensure the ongoing, accurate, and transparent tracking of all fiscal and administrative business tasks being performed by the Administrative Operations team.
• Monitor and improve business processes that support the needs of MassHealth staff.
• Support contracting, vendor management, procurement, and other contract and compliance-related tasks across the MassHealth Operations team.
• Proactively track the status of contracts managed by MassHealth Operations personnel and ensure timely and full adherence to deadlines and deliverables, such as those related to contract amendments, encumbering funds, procurements, and invoices.
• Manage, or oversee the management of, various contracts, including the MassHealth Contact Center and Premium Billing contracts, plus others as directed by the Deputy COO; oversee certain administrative, non-programmatic elements of contracts as directed.
• Assist with compliance, audit, and authorization activities such as serving as the MassHealth Operations lead for Advance Planning Documents (APDs), select state/federal audits, and other related activities.
• Support urgent, complex, and/or time sensitive requests from leadership, and provide support and backup to the Deputy COO for Special Projects and Business Operations and other Operations managers, as needed and as appropriate.

Benefits

• Outstanding suite of employee benefits that add to the overall value of your compensation package.
• Work experience that supports you, your loved ones, and your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior