AVP REGIONAL OPERATIONS in Sacramento, CA at Beacon Health Options

Date Posted: 5/21/2018

Job Snapshot

Job Description

We are currently seeking multiple dynamic AVP Regional Operations to join our team in Western Region.  This position can either by remote or located in one of the following locations: Northern CA.  


Lead a team of 3-5 client-facing operational experts to deliver top-notch client operations experience for clients that generates strong customer satisfaction, delivers against SLAs, and contributes to double-digit annual EBITDA growth.


  • Meet annual pod operating expense targets to contribute to regional EBITDA growth year-over-year

  • Achieve 95%+ client retention year-over-year; improve client operational satisfaction

  • Support onboarding of clients onto Beacon’s new regional model, including interfacing with client teams and Beacon Account Executives to ensure 100% of incoming client operational issues are directed to the Pod

  • Serve as the day-to-day point of contact for client operational issues; interface with the regional clinical/quality operations team as necessary to triage issues and support clinical program implementation

  • Deploy and collaborate with a team of client operational experts to create scalable and lasting solutions, limiting manual workarounds to <5% of issues and reducing number of tickets submitted

  • Partner closely with Account Executive to define client operations roadmaps that deliver against contract requirements and strategic account plans, and participate in annual planning process for pod clients for upcoming year’s operational priorities

  • Ensure 100% of annual benefit updates and new product roll-outs with pod clients are implemented correctly the first time

  • Manage the pipeline of client operations issues and requests to deliver against client SLAs on-time and on-budget

  • Foster relationships across Pods and with Ops Monitoring function and regional clinical/quality operations to proactively identify client issues

  • Hire (internally and externally) and develop a high-performing Pod operations team that is incentivized against delivering operational excellence; develop cross-functional capabilities of the team so each member is an ops athlete.

Job Description

The AVP Regional Operations is on point to ensure that designated clients receive consistent, high-quality operations support. Each Ops Pod will manage an average of 4-5 clients, but may be dedicated to a single client or span as many as 8 depending on client size, geography, and complexity. The Leader will partner directly with our clients to identify and triage operational issues, and deploy their team of 3-5 operational experts to do root cause analysis and solution any operational problems that might arise. While acting as an advisor and trainer to their team, the AVP/VP Regional Operations will also work collaboratively across the enterprise to ensure client solutions are thoughtfully implemented. The AVP/VP Regional Operations must empower team members to develop cross-functional operations capabilities so everyone on the team is a true “ops athlete” – capable of driving to solutions across any number of root causes. The Leader and their team must develop deep expertise in each client’s history, requirements, and working style.

The AVP Account Partnerships will be a critical partner for the AVP/VP Regional Operations, who must maintain awareness of client strategic issues and how they contribute to overall account satisfaction and growth. Likewise, the AVP/VP Account Partnerships will need to engage with the AVP/VP Regional Ops to ensure operational visibility into the account planning process. The AVP/VP Regional Ops is not accountable for any aspect of strategic account development or revenue generation and yet is part of “one Beacon team” with the sales and development teams and all parties are expected to partner together to deliver client success.

Along with ad-hoc identification of issues and improvement opportunities, Ops Pods teams will manage annual benefit updates and new product roll-outs for Pod clients, with oversight from the AVP/VP Regional Operations. A critical focus for the AVP/VP Regional Ops is client satisfaction and customer retention – managing client expectations in line with regional operational priorities, and maintaining regular communication throughout the solutioning cycle. The AVP/VP Regional Ops should participate in the annual planning process for pod clients to define the upcoming year’s operational priorities; the pod AVP/VP Account Partnerships is a critical interface for the AVP/VP Regional Ops, as these two roles must partner closely to ensure strategic and operational priorities and communications to the client are consistent and in sync.

The Ops Pod Leader will collaborate with the Regional COO and client Account Executive to define, document and review client business requirements, ensuring new requests are in line with contractual agreements or identifying opportunities for upsell. As part of the Regional Operations leadership team, the Ops Pod Leader with coordinate with other Regional Operations leaders and the RCOO to identify best practices and support ongoing improvements, including triage of clinical/quality issues into the Regional Clinical and Quality Operations Lead. The Ops Pod Leader will also work closely with other Ops Pods leads in the region and across regions to identify operational issues that span multiple pods, and potentially spearhead cross-pod regional initiatives.

General Competencies

  1. Accountability: lives up to verbal and written agreements, and inspires others to do the same, regardless of personal cost
  2. Honesty/Integrity: does not cut corners ethically; earns trust and maintains confidences; does what is right, not just what is politically expedient; speaks plainly and truthfully
  3. Decisiveness: able to think critically about prioritization and make a call on difficult trade-offs
  4. Efficiency: able to produce significant output with minimal wasted effort
  5. Relationship-building and client management skills: communicates openly and effectively, plans, and collaborates with external partners to drive success
  6. Flexibility/adaptability: adjusts quickly to changing priorities and conditions; copes effectively with complexity and change
  7. Persistence: demonstrates tenacity and willingness to go the distance to get something done
  8. Calm under pressure: maintains stable performance when under heavy pressure or stress
  9. Proactivity: acts without being told what to do; brings new ideas to the company
  10. Attention to detail: does not let important details slip through the cracks or derail a project

Position Requirements:

Education: Bachelor’s degree required and advanced degree, specifically MBA, preferred

Licensure:  None required

Relevant Work Experience:   A minimum of ten years in the administration and/or delivery of mental health services, including at least five years in a managed care environment.   A collaborative, team-oriented approach to leadership, working with business partners, and relationship building is essential. Excellent communication and interpersonal skills in order to interact within internal staff, external clients, and regulatory agencies is required. Demonstrated ability to effectively and efficiently lead high performance teams is required.  Excellent presentation and facilitation skills are required. 

Knowledge, Skills & Abilities:

Relationship-building and client management skills: communicates openly and effectively, plans, and collaborates with external partners to drive success

Ability to handle multiple priorities and meet deadlines

Excellent problem solving and analytical skills


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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled



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