Director Operations Delivery

Highmark Health

23h • $108,000 - $201,800 • Onsite

About The Position

JOB SUMMARY This job manages and develops all direct and indirect reports with responsibility for handling inquiries for all states outside of primary area and processing claims submitted by host providers within primary area. In addition, the incumbent is the Primary contact for all inter-plan programs and related issues and coordinates time-sensitive software implementation and new functionalities. ESSENTIAL RESPONSIBILITIES Communicate effectively Ensure high quality staff are hired for team and provide coaching, mentoring and leadership to team. Direct the daily production activities of staff members to deliver accurate, timely and efficient service to Highmark’s customers across a functional area. Participate in the formulation and execution of Highmark’s operations strategy and vision for division. Contributes and participates in the product management and governance process by identifying and representing client-specific requirements, managing all day-t-day operational defects to resolution and ensure that all performance guarantees are achieved Provide significant input and direction to the development of Highmark’s future operational capabilities by investigating and recommending newly defined systems, process and techniques. Other duties as assigned or requested.

Requirements

• Bachelor’s degree or relevant experience and/or education as determined by the company in lieu of bachelor's degree
• 7 years in a management role
• 7 years in large operations environment
• 7 years of evaluating technology for implementation
• 7 years with insurance products principles, industry practices and processes
• Excellent leadership skills
• High standard of professional conduct
• Excellent business writing skills
• Ability to maintain confidential information
• In-depth knowledge of call center technologies and methodologies.

Nice To Haves

• 5 years of insurance product knowledge
• 5 years in Workforce Development and Resource Management
• 3 years in Marketing or selling services for operational capabilities
• 3 years with Project Management

Responsibilities

• Communicate effectively
• Ensure high quality staff are hired for team and provide coaching, mentoring and leadership to team.
• Direct the daily production activities of staff members to deliver accurate, timely and efficient service to Highmark’s customers across a functional area.
• Participate in the formulation and execution of Highmark’s operations strategy and vision for division.
• Contributes and participates in the product management and governance process by identifying and representing client-specific requirements, managing all day-t-day operational defects to resolution and ensure that all performance guarantees are achieved
• Provide significant input and direction to the development of Highmark’s future operational capabilities by investigating and recommending newly defined systems, process and techniques.
• Other duties as assigned or requested.

What This Job Offers

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