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OPERATIONS DIRECTOR in Woburn, MA at Beacon Health Options

Date Posted: 1/26/2019

Job Snapshot

Job Description

About the Position:

We are currently seeking a dynamic Operations Director to join our team at our office in Woburn, MA. Under the direction of the SVP, the Director Operations is a key contributor to the reengineering and standardization of the National Service Teams. The position is cross-functional operations tasked with ensuring that the service redesign is communicated and aligned with company goals and client deliverables. The Director will work to proactively identify client operational issues, participate in a regular prioritization process, and lead root cause analysis to create scalable, lasting solutions to operational problems. This role is a key contributor to meeting client SLA’s and client Performance guarantees- greatly reducing Beacon’s financial exposure to PG payouts.

 Although the Director of Operations does not have direct supervisory responsibilities, this individual is responsible for driving the cross-functional process necessary to deliver high-quality, pre-solution tickets to Service Centers and Central Operations. Strong performance in this role requires the ability to leverage the collective range of experiences in Operations, Behavioral Health, and Six Sigma/Lean as well as engage cross-functional teams across the enterprise as necessary to resolve member/provider/client operational issues efficiently and effectively. Successfully managing both internal and external stakeholders will result in faster turnaround time on client operational issues, improved transparency and accountability, and improved client satisfaction.

This position is highly visible and has overall impact to all National Service Centers. The Director of Operations will work collaboratively with key operations areas including Claims and Provider Services. Interface with IT , Telecom , Clinical BH and the regions is required.

Position Responsibilities:

  • Assumes a team leadership role in the development of solutions for client operational issues assigned to the team, supporting a highly collaborative discussion of the issue, prior occurrences, and which team member(s) will own the research and resolution responsibilities of each issue, always with the intention to leverage the range of expertise on each team in order to generate high quality, scalable and lasting solutions. 
  • Assess, reconfigure and implement a standardized service delivery model allowing for balance loading across all regional centers.
  • Review and reconfigure key workflows and processes increasing operational efficiency and budget savings.
  • Work with UM Team/Redesign Team to ensure seamless implementation of the operations Redesign and UM Redesign
  • In collaboration with the WFM Team, Ensure consistent tracking and reporting of metrics.
  • Develop and maintain effective working relationships with Corporate Services, Service Centers, and Regional Clinical/Quality in order to deliver against client service needs.
  • Contribute to the reduction of Service Center attrition and client turnaround time by creatively and collaboratively resolving applicable issues upfront, and delivering high-quality, pre-solutioned implementations.
  • Develop and implement effective processes to improve operational performance against client Service Level Agreements (SLAs) and Performance Guarantees (PGs)
  • Develop strong internal regional relationships built on trust and collaboration. Manage client expectations throughout the solutioning cycle via regular communication on designated topics or issues.
  • Actively participates in cross-training with team members, each educating on their area of expertise as well as learning other areas through training provide by other team members, with the overall goal to develop a strong, cross-functional team prepared to address a wide variety of client-generated operational issues.
  • Contribute to the development of a repeatable model for operational issue resolution, for example by collaborating with other Ops Pod Team Members to synthesize patterns across clients with the goal of developing a “playbook” containing a range of client contexts, problem types, steps to effective resolution (including key internal and external personnel), and watch-outs
  • In collaboration with the SVP, lead change management initiatives to implement the reengineered service model
  • Work with IT and the SVP to develop and implement a front end interface allowing for access to both the Connects and Flexcare Systems for a better member and Provider Experience
  • Collaborate with the PMO to execute on key deliverables per the project plan.

Position Requirements:

  • BS and/or MS in operations, business or Behavioral Health Operations
  • Minimum 8 years’ experience in Healthcare Operations; BH preferred
  • Minimum 5 years operations reengineering in a healthcare environment
  • Demonstrated experience in Call Center operations including a deep understanding of telecom and metrics
  • 5-8 years project management experience; certification a plus
  • Lean Six Sigma or equivalent required
  • Experience with efficiency and staffing models
  • Experience with quality initiatives and  measurement
  • 5+ years implementation management

To Apply:

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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled