Director, Outreach Operations
2 months ago
**Advance Possibility**
Join Episource, a leading provider of risk-adjustment services, software, and solutions for health plans and medical groups.
Bring your problem-solving, flexibility, and leadership expertise to a flourishing organization as **Episource’s Director, Outreach Operations.**
This remote, full-time, work-from-home role reports to Episource’s Sr.Director, Outreach Operations
**Learn about the impact you’ll have at Episource**:
The Director of Outreach Operations supports senior leadership by strategically enhancing medical record retrieval processes through managing relationships with BPO partners, developing engagement strategies with providers and third parties, and analyzing operational data for process improvement. This role is pivotal in driving departmental success through decisive leadership, fostering a culture of continuous improvement, and establishing best practices. Success hinges on strategic thinking, analytical acumen, effective execution, strong coaching skills, and outstanding communication abilities, all contributing to achieving the organization's operational objectives and overall success.
**What your journey at Episource will look like**:
- **In your first three months at Episource**, you will better understand our processes and formally document our quality assurance training curriculum.
- ** Throughout your next six months at Episource**, you will coordinate and lead the implementation of updated quality assurance scorecards.
- ** At the end of your first year at Episource**, you will have defined and standardized your team's goals by developing best practices with empathy and care.
**Essential Duties & Responsibilities**:
- Supports the development and implementation of strategic plans aligned with corporate strategy, overseeing operational policies and resource allocation.
- Provides dynamic global leadership, mentoring both internal and BPO teams to optimize Contact Center interactions.
- Guides direct reports in aligning their function's strategic plans with overall corporate objectives, fostering collaboration across functions.
- Innovates technology strategies across geographically dispersed teams to enhance operational efficiency.
- Cultivates business relationships with providers, medical facilities, and third-party services to enhance record retrieval projects.
- Manages front-line initiatives, performance reporting, and strategic communications for key provider networks.
- Drives corporate Interoperability initiatives, integrating EMR access and EHR through patient portals and cloud-based platforms while ensuring compliance with PHI/PII data handling regulations.
**Supervisory Responsibilities**:
- Manages career paths for senior level professionals and first-time/junior level people managers, ensuring alignment with Company values and strategic objectives.
- Leads by example, demonstrating behaviors that uphold Company core values and holds direct reports accountable for the same.
- Oversees activities of a multi-faceted function or product with global responsibilities, recognized as a positive and influential leader by senior management.
**Here is what you’ll bring to the Expert Teams at Episource.**
- Bachelor’s degree or higher preferred
- Minimum 10 years of Call Center/Contact Center management experience.
- Effective leadership and analytical skills including working knowledge of cost analysis, staffing models, scheduling, and telecom opportunities.
- Deep understanding of operations, effective operations management and improvement methodologies is essential.
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
- Able to make decisions in a fast-paced environment and reacts well to challenges.
- Initiative-taking collaborator able to thrive in ambiguity and navigate complexity to develop solutions.
- Methodical thinker with ability to structure, analyze and present complex ideas and data, as well as resolve complex problems in a simplified format.
- Excellent computer skills and proficient in MS Office with advanced Excel skills and G-suite (Salesforce CRM preferred)
**Physical Requirements**:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting productivity standards.
- Must be able to lift and carry up to 10 lbs.
- 15% of domestic and/ or international travel to customer sites/plants, etc.
**Here is how you will benefit as a valued member of our Expert Teams at Episource.**
- Remote culture with company equipment, virtual access, and monthly internet allowance
- Self-managed Flexible Time Off / Paid Time Off + eight paid holidays per year
- Parental Leave
- Wellness Programs (EAP, Calm App)
- 401(k) with company match
- Career Development: Tuition reimbursement, certifications, and seminars
- Health, Vision, Dental, Voluntary Life, and
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