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Director, Operations
1 month ago
Your Role
The Installation & Billing team is responsible for managing the installation of new membership and maintaining the existing 3.8M members we currently serve for commercial business. The Director of Operations will report to the Sr Director of Operations. In this role you will lead an organization focused on driving operational excellence to ensure our employer groups and members receive timely access to care by adhering to all service level agreements and regulatory compliance requirements. This includes the timely issuance of ID cards and providing an accurate monthly billing statement. They will be responsible for the timely collection of premiums to reduce the financial risk to the company. This role is critical to the organization to ensure we are providing a positive customer experience that results in high customer satisfaction and retention rates due to customer loyalty. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building, and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Work
In this role, you will:
- Manage a large team typically comprising of other senior managers, managers and/or supervisors and experienced professionals which includes people development, including supervision, training, coaching and performance management.
- Provide executive oversight and leadership to senior managers, managers and/or supervisors responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies.
- Responsible for creating workforce and staffing plans for sub-function to ensure availability of human capital necessary to accomplish departmental business results.
- Defines and establishes key performance indicators which are reflective of and measure Blue Shield of California’s competitive position relative to service delivery.
- Ensure that performance objectives and outcomes are consistent with external and internal customer expectations and meet competitive benchmarks; routinely integrates customer feedback and competitive information into ongoing planning and operational activities.
- Measure effectiveness and efficiency of operational processes both internally and externally and supports ways to improve processes key to the Business Unit leader and their management team.
- Leads relationship management with cross-functional leaders across the enterprise and manages cross-functional operational connections to ensure end to end business processes associated with operational areas meet customer and stakeholder requirements.
- Requires the ability to influence outside of the department and communicate with parties across multiple departments, which may include external customers or vendors.
- Drives resolution to a variety of complex and ambiguous issues requiring cross functional collaboration and detailed information gathering, analysis and investigation to resolve effectively and timely.
- Promotes a great place to work by clearly defining mission, vision, goals, roles, and expectations for team members; recognizing top talent and team achievements; building successful working relationships across the organization; ensuring a safe and healthy work environment; delivering the tools, time, and talent needed to succeed.
Your Knowledge and Experience
- Requires a college degree or equivalent experience and minimum 10 years prior relevant experience, including 6 years of management experience.
- Requires broad management knowledge to lead teams in one department/function or large centralized function.
- Demonstrated leadership, change management, collaboration, coaching, development, and mentoring skills.
- Requires business acumen, strategic thinking, financial analytical skills, and decision-making skills.
- Requires ability to influence others outside of the department/function area on policies, practices, and procedures.
- Requires knowledge of Blue Shield of California’s mission, vision and strategy and healthcare industry environment.
- Excellent verbal, written, and presentation skills with the ability to convey complex information in a manner that others can understand at all levels of the organization.
Pay Range:
The pay range for this role is: $ 155,500.00 to $ 233,400.00 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
