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Regional Operations Director-Upstate NY in Latham, NY at Beacon Health Options

Date Posted: 1/13/2019

Job Snapshot

Job Description

We are currently seeking a dynamic Regional Operations Director to join our team in Latham, NY!  Under the direction of the AVP/VP Regional Operations, the Director Regional Operations is a key contributor to the Ops Pod: a team of customer-facing cross-functional operations experts tasked with ensuring 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 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.

Each member of the Ops Pod team will have an extensive background in at least one operational area, with the interest and desire to develop cross-functional operations capabilities and become a true “ops athlete” – capable of driving to solutions across any number of root causes. Although the Director Regional Operations does not have direct supervisory responsibilities, this individual is responsible for driving the cross-functional process necessary to deliver high-quality, pre-solutioned tickets to Service Centers and Central Operations. Strong performance in this role requires the ability to leverage the collective range of experiences across the Ops Pod team, as well as engage cross-functional teams across the enterprise as necessary to resolve client operational issues efficiently and effectively. Throughout the solutioning process, the Director Regional Operations will also need to engage the client in ongoing communication to manage expectations and problem solve, as necessary. 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.

Along with delivering top-notch operations experience for designated clients, the Director Regional Operations plays a critical role in improving Beacon’s regional operations model. All members of the Ops Pod team must collaborate to develop a repeatable model for issue resolution by documenting and sharing best practices. The Director Regional Operations will periodically be tasked with sharing learnings across pods and across regions in order to drive strong client operations performance enterprise-wide. Similarly, the Director Regional Operations will coordinate with the Regional Operations Monitoring team and support the ongoing improvement of Operations Monitoring by providing insight on common issues and metrics to support our client operations experience. This role is critical in operationalizing and driving improvement to Beacon’s client account services model.

Position Responsibilities:

  1. Support onboarding of clients onto Beacon’s new regional model, including interfacing with client teams and Beacon Account Partnerships teams to ensure incoming client operational issues are directed to the Pod
  2. 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. 
  3. Develop and maintain effective working relationships with Corporate Services, Service Centers, and Regional Clinical/Quality in order to deliver against client service needs
  4. Contribute to the reduction of client turnaround time by creatively and collaboratively resolving applicable issues upfront and delivering high quality, pre-solutioned tickets to Central Operations when an issue cannot be resolved within the Pod.
  5. Develop and implement effective processes to improve operational performance against client Service Level Agreements (SLAs) and Performance Guarantees (PGs)
  6. Develop strong client relationships built on trust and collaboration. Manage client expectations throughout the solutioning cycle via regular communication on designated topics or issues.
  7. Actively participates in cross-training with other 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.
  8. 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
  9. Lead periodic forums with other Ops Pods to ensure consistency in issue resolution model across clients and across regions, as assigned
  10. Collaborate with Regional Operations Monitoring function to proactively identify operational issues with designated clients and support ongoing improvement of Beacon’s Operations Monitoring capability by providing insight on common issues and value-added metrics to track

Position Requirements:
Education: Bachelor’s degree in a related field preferred; three (3) years of professional level experience in a technical operations role in a healthcare environment may be substituted for the degree, in addition to the work experience required below.
Relevant Work Experience: At least eight (8) years of progressively responsible professional experience, with at least two (2) of those years in a client-facing operations job. At least three (3) of those years in a managed care environment is strongly preferred.
Knowledge, Skills & Abilities:

  • Analytical and problem solving ability
  • Interpersonal communication skills
  • Verbal and written communication 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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