Senior Director, Patient Solutions Operations (call center)

AssistRx•Orlando, FL

About The Position

The Senior Director, Programs, is a strategic leader responsible for driving excellence in program management, influencing and implementing short and long term business decisions to achieve organizational objectives and financial goals while developing their leadership team. This position will support the program leaders in their planning, coordination, and direction of operational, clinical and quality outcomes based on client needs, market changes, and company initiatives. A successful candidate will be an expert in operational oversight, change management, and building strong relationships with internal and external stakeholders. The Senior Director will be responsible for supporting the achievement of client and organizational goals by: Ensuring quality and service standards are maintained along with client-specific contractual requirements Empowering team leaders to own client satisfaction, engagement, and identification of potential service expansion Troubleshooting escalated issues. Enabling program leaders to direct and utilize all client dedicated team members and resources across all products within the client’s portfolio. Building and growing strong relationships with clients and vendors through effective communications in day-to-day interactions as well as engaging business reviews. Demonstrate P&L leadership by successfully managing KPIs that include Net Recurring Revenue (NRR), Margin (Portfolio), and client retention. The Senior Director will further be accountable for leading their team to excellence by setting performance goals, evaluating performance, and providing feedback to their team members by: Modeling and fostering strong relationships and effective engagement strategies with internal and external customers Coaching and modeling effective engagement and solid relationships with internal stakeholders across the organization to support a cohesive “one AssistRx” to clients and vendors Ensure organizational stability and sustainable growth by fostering a culture of engagement, respect, and teamwork to limit attrition and build excellence. Identify, develop and build leadership talent and capability within the teams and direct reports. Provide stretch learning and development assignments to leaders reporting and other direct reports. Live and coach our organizational core values to achieve our mission of being the trusted partner to deliver leading technology and people solutions that connect every stakeholder.

Requirements

Bachelor’s degree in relevant discipline, master’s preferred or eight to twelve years related program experience
Excellent verbal and written communications and presentation skills
Excellent PC Skills including Microsoft Office suite, Internet, and Outlook
Proven leadership skills, team-orientation, and a proactive and optimistic management style
Ability to manage P&L goals and targeted portfolio KPIs
Superior analytical and problem-solving skills
Experience leading cross functional initiatives or teams.
Knowledge of the healthcare industry required.
Strong focus on book of business, client satisfaction and client retention results
Able to work well under stress, short timelines and facilitate change management

Responsibilities

Ensuring quality and service standards are maintained along with client-specific contractual requirements
Empowering team leaders to own client satisfaction, engagement, and identification of potential service expansion
Troubleshooting escalated issues.
Enabling program leaders to direct and utilize all client dedicated team members and resources across all products within the client’s portfolio.
Building and growing strong relationships with clients and vendors through effective communications in day-to-day interactions as well as engaging business reviews.
Demonstrate P&L leadership by successfully managing KPIs that include Net Recurring Revenue (NRR), Margin (Portfolio), and client retention.
Modeling and fostering strong relationships and effective engagement strategies with internal and external customers
Coaching and modeling effective engagement and solid relationships with internal stakeholders across the organization to support a cohesive “one AssistRx” to clients and vendors
Ensure organizational stability and sustainable growth by fostering a culture of engagement, respect, and teamwork to limit attrition and build excellence.
Identify, develop and build leadership talent and capability within the teams and direct reports.
Provide stretch learning and development assignments to leaders reporting and other direct reports.
Live and coach our organizational core values to achieve our mission of being the trusted partner to deliver leading technology and people solutions that connect every stakeholder.