Director, Customer Operations - Remote (anywhere US)

Overview of PositionThe Director of Customer Operations is the primary driver of successful delivery of medical record retrieval programs to ensure effective client relationships. The Director of Customer Operations is responsible for oversight, leadership and active guidance of the Customer Operations team dedicated to driving higher medical record and chart retrieval yield for clients. The team partners and collaborates cross-functionally within and outside of operations to define/develop/articulate tangible project plans, proactive analyses and relevant reporting to help ensure execution and delivery on client expectations and company monthly and quarterly financial goals. The Director of Customer Operations leverages the team to drive timely process improvement based on voice of the client and partner feedback.What will be my duties and responsibilities in this job?Oversight and Leadership of the Customer Operations TeamGuides a team of professionals dedicated to driving higher medical record and chart retrieval yield for clientsLeads the design of operational objectives and tangible work plans, and delegates assignments to team leaders for tactical executionServes as key point of contact for client and customer success escalations requiring interventionPartners to support the “voice of the client” for operational excellence with the end objective of driving client retention and revenue growthServe as lead in participating in client-facing meetings, including market meetings, end of project debriefs and report outs, off-season planning and project kick-offsEnsures timely project production monitoring, in-depth analysis and relevant reporting Engages, builds and expands cross-functional relationships with the goal of better retrieval yield for clientsParticipates in the forecasting and production planning with cross-functional partners (Customer Success, OP Excellence, Sales, Account Mgmt, etc.)Maintains a sound understanding of operational processes, procedures and capabilitiesKeeps the VP of Provider Operations fully informed in a timely and candid manner of performance towards the achievement of established goals and of all material deviations from the goals or objectives and policies which are establishedParticipates in strategic planning for overall CR / Government Services operational goalsDriving Continuous ImprovementListens and takes action on voice of the client feedbackFocuses on driving service delivery in a more timely and effective mannerParticipates in the change management and integration efforts to consolidate workflows, processes, and systemsCollaborates and leverage ideas from other leaders and departments to establish best practices for various retrieval methodsTalent Evaluation & DevelopmentManages team’s performance toward assigned OKRsCoaches and develops leaders, staff and team membersFosters a culture that is aligned with the company’s values, promotes ethical practices, customer service focused and encourages individual integrityPartners and leverages the support of HR and Employee Relations ConsultantsInnovation and AutomationAssist with end-to-end review of reporting and reporting toolsIdentify reporting and system enhancements and improvements critical to timely project production monitoringIdentify automation opportunitiesWhat are the requirements needed for this position?5+ years of previous healthplan or healthcare services operations experience5+ years of direct experience closely collaborating with Operations and Customer Success/Service teamsWhat critical skills are needed for this position?5+ years of experience with project-oriented work environment with daily production tracking and reporting5+ years of experience with managing the variability of a project-based workloadSolid understanding of medical record retrieval and its evolution Strong negotiation skillsExperience building business relationships with external business partners and vendorsStrong analytical and problem-solving skillsAble to effectively manage complex workload with competing prioritiesStrong interpersonal relationship building skills at all levelsExperience building and managing high performing teamsExcellent communication and presentation skills (written and verbal)Proficiency with Microsoft Excel, Word, and PowerPointAbility to work in a geographically disbursed environmentWhat other skills/experience would be helpful to have?Bachelor’s Degree in business related field or equivalent experience; MBA is a plusProcess improvement certification- i.e, Lean Six Sigma preferredWhat are the working conditions and physical requirements of this job? General office demands/Home officeHow much should I expect to travel?Up to 10% travel requirementEmployees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.