Vice President Operations

The Assistance Fund (TAF) is an independent charitable patient assistance organization that helps patients and families facing high medical out-of-pocket costs by providing financial assistance for their copayments, coinsurance, deductibles, and other health-related expenses. TAF currently manages more than 80 disease programs, each of which covers the FDA-approved treatment for a specific disease.

Our vision is to see the day when no person goes without treatment because of an inability to pay.

EOE Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Benefits Overview

At The Assistance Fund (TAF), we are proud to offer a comprehensive benefits package designed to support our employees’ well-being, work-life balance, and financial security:

• 401(k) Retirement Plan: Eligible employees can participate in our 401(k) plan after completing a 90-day probationary period. TAF provides a 100% match on employee contributions up to 6% of salary.
• Health, Dental, Vision, and Life Insurance: Coverage begins on the first day of the month following a 30-day waiting period. Employees have access to three health insurance plans, with the first-level (HSA) plan fully covered by TAF. Coverage options for spouses, children, and families are available as outlined in the summary of plan benefits. Dental, vision, life insurance, and additional benefits are also provided in accordance with the plan details.
• Paid Time Off (PTO): Enjoy a generous PTO policy, including time allocated for volunteering and an annual Wellness Day to prioritize your health.
• Seasonal Perks: Benefit from Summer Fridays to kickstart your weekends early and enjoy a full week off during the Christmas holiday to relax and recharge.

Summary of Position:

The Vice President of Operations is responsible for overseeing the organization’s operational strategies and ensuring efficient processes across all departments. This role involves managing resources, optimizing workflows, and driving performance improvements to meet business objectives. The VP of Operations collaborates with senior leadership to align operational initiatives with the company’s goals, develops policies and procedures, and fosters a culture of continuous improvement. Additionally, the role includes budget management, risk assessment, and ensuring compliance with industry regulations. Strong hands-on leadership, analytical skills, and a focus on operational excellence are essential for success in this position.

Responsibilities:

The Vice President of Operations responsibilities include but are not limited to:

• Oversee and direct the Contact Center, Claims Management, Operations Support, Quality, and Operational Optimization teams, offering strategic direction and guidance to meet departmental goals and objectives.
• Maintain expertise in operations and business process improvement, balancing strategic thinking with operational execution to enhance performance.
•  Collaborate with executive leadership to develop business strategies that align with company goals while advocating for TAF's mission and culture.
•  Drive change management by anticipating future needs, formulating strategies, and leading confidently during periods of transition.
• Provide strong leadership by setting clear expectations and cultivating a positive work environment.
• Build and maintain strong relationships with key stakeholders, including providers and third-party administrators.
•  Partner with the management team to develop financial and budget plans, ensuring the establishment and achievement of financial and operational goals.
• Participate in quarterly board meetings and key business development events, contributing to leadership discussions.
•  Coordinate regular business reviews, summits with partners and vendors, etc.
• Collaborate in planning, design, development, testing and implementation of new technology or enhancement of existing technology.
• Monitor departmental performance against goals to ensure patient expectations are consistently exceeded.
•  Ensure compliance with regulations at all levels and stay updated on industry trends relevant to The Assistance Fund.
• Develop and implement efficient and effective contact centers and claims processing workflows, ensuring high accuracy and productivity.
• Work with cross-functional teams, including finance, operations, HR, L&D, and compliance, to streamline processes and resolve issues effectively.
• Oversee the investigation and resolution of complex issues, ensuring timely and fair outcomes for all parties involved.
• Supervise employees effectively, optimize performance by managing low performers and recognizing top contributors, while completing performance reviews and development plans punctually.
• Analyze operational data to identify trends and implement strategies that reduce errors, improve turnaround times, and enhance overall performance.
• Establish key performance indicators (KPIs) for operations and analyze data to pinpoint areas for improvement.
• Prepare and present performance reports to executive leadership, highlighting trends and outcomes.
• Ensure compliance with federal, state, and local regulations.
• Maintain a current understanding of significant industry developments and trends affecting the organization.

Qualifications and Education Requirements:

• Bachelor’s degree required; Health care administration, Finance, Business Administration or other science-related bachelor’s degree preferred; advanced degree preferred.
• A minimum of 5 years in upper management experience required; service fulfillment, patient assistance programs, specialty pharmacy, health insurance industries preferred.
• Experience with using Salesforce CRM for case management and customer interactions, heath cloud and service cloud experience preferred.

Knowledge, Skills & Abilities:

• Adhere to the principles of ethics and standard practices as set forth by the Board of Directors; ability to adapt and learn quickly, specifically in accordance with organizational and program policies and procedures.
• Ability to think creatively and apply knowledge of the changing healthcare environment.
• Strong analytical skills for interpreting data, identifying trends to make data driven decisions to improve process.
• Ability to identify and manage risks associated with operations, ensuring proactive mitigation strategies are in place.
• Strong leadership skills that will lead a team towards departmental and organizational goals.
• Excellent written and verbal communication skills that can address diverse audiences.
• Proficient in analyzing complex issues, identifying root causes and implementing effective solutions.
• Able to build and maintain positive relationships with both internal and external stakeholders.
• Ability Sound judgement and ability to make decisions in situations requiring quick and informed decisions.
• Ability to manage conflicts effectively within the team or other internal/external stakeholders.

Join us at TAF, where we care about your future, your health, and your work-life balance.