Operations, Director

Acentra Health, LLC•UNAVAILABLE, UNAVAILABLE

About The Position

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector. Job Summary: The purpose of this position is to manage the day-to-day business or system operations for the assigned contract or program, assuring quality customer service, support for external and internal clients, and serve as primary internal facilitator for new implementations managed by program or corporate project management. This position may also have primary responsibility for the oversight and management of a specific program, including coordination of program operations, deliverables, and stakeholder needs.

Requirements

Requires a bachelor’s degree in a related field and 3+ years of experience, or an equivalent combination of education and experience.
3+ years of management experience.
3+ years of experience in business process analysis and improvements.
Requires expert knowledge of U.S. healthcare industry including experience with Medicaid (Indiana Medicaid preferred).
Public and private sector healthcare experience and/or has been involved in providing services to government or commercial programs.
Experience with solution enhancement implementations, internal process improvement efforts, and operational training policies or system upgrades.
Requires the ability to work within the company’s decision-making and organizational structure.
Highly skilled in examining and re-examining operations and procedures, formulating policy, and developing and implementing new strategies and procedures with proven results.
Requires the ability to analyze resources and environment appropriate to the scope of responsibility and design a course of action consistent with the company’s mission and strategic plan.
Demonstrated high level achievements in operational process engineering, operations management, client relationship building, and incident escalation management.
Must have the ability to successfully manage change and growth within a team.
Must possess the ability to mentor and train staff within the department.
Experience in business development, strategic planning, tactical implementation, and creation of business partnerships.
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Nice To Haves

Demonstrated expertise in managing differing customer needs and multiple segments of a business unit.
Clinical healthcare experience is a plus
Must have the ability to successfully manage change and growth within a team.

Responsibilities

Coordinates and directs overall program operations from a business or systems perspective and directly oversees maintenance and operations activities; or client or call center operations, and implementation support staff across system solutions or healthcare products.
Manages special projects such as new client or solution enhancement implementations internal process improvement efforts, and operational training policies or system upgrades.
Work with management team to develop and enhance the operational structure including the analysis and implementation of system automation strategies and the identification and implementation of operational efficiency measures, or skill set requirements, gap analysis and training plans.
Formulate business processes and relationships that move away from traditional methodologies and set a new standard for collaboration on quality, service integration and cost management.
Implement contracting strategies and programs that reduce cost as well as maximize revenue streams. Provide advice and assistance to leaders in the planning, implementation, and evaluation of modifications to existing operations, systems, and procedures.
Develops and educates employees on procedures and practices for accomplishing departmental and program goals and objectives.
Develops and monitors business or system metrics related to the day-to-day operational success of the program; reports and measures progress toward operational goals through periodic reviews with leadership.
Directs all aspects of the client or system operations and/or call center operation activities associated with maintenance of current and new clients including deployed solutions, program coordination, scheduling, work plan management, status reporting and issue resolution tracking for the business or system operations.
May be responsible for products or solution enhancement for the program to plan and manage internal tasks associated with the implementation of new clients.
Owns operational issues within department or program and leads resolution effort with appropriate personnel or staff members for prompt resolution.
Direct ownership of monitoring and tracking client specific SLAs in a collaborative manner and offer application enhancement to corporate technical departments for process efficiency gains within operations.
Serves as primary point of contact for third party vendor management for vendors and ensures adherence to contract obligations.
May serve as liaison for client vendors and/or internal corporate technical departments associated with system operations, system integrations and upgrades.
Establish and maintain effective customer rapport and mutually beneficial business relationships with customers. Develop and implement programs to build and maintain positive customer relationships.
Select and retain staff compatible with the company’s mission, vision and values and ensure staff is aligned with the organization’s culture/goals/objectives.
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.