Senior Director, Patient Solutions Operations (call center)

 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

COMPETENCIES:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire