Vice President, Customer Care
2 weeks ago
** Sandata Technologies**
** Vice President, Customer Care (Remote)**
Port Washington, NY 11050
Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 18 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible. Perfect ideal
At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.
This position is remote and the candidate can sit anywhere in the United States. When our new headquarters reopens on Long Island, employees within commuting distance will have the opportunity to schedule workdays in the office.
Sandata seeks a customer-oriented *Vice President of Customer Care* to lead our call center operations strategy, transformation and results. This position will be accountable for developing, tracking and reporting key performance indicators for the department, developing and implementing best-of-breed processes and procedures to improve operational efficiency, and directing all aspects of the organizations customer care policies, objectives and initiatives. This is a key leadership role with direct impact and influence to the overall customer experience both internal and external customers.
**What you will do:**
* Architect, lead, and continuously improve the customer care support capability including strategy, organization structure, processes, tools and technologies to achieve the highest levels of customer success and satisfaction in order to meet all stated business objectives.
* Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class support to all customers across all business lines and products.
* Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management.
* Bring best practices to improve the operational processes, strategies, measurement, and plans to deliver strong results.
* Drive high productivity and performance within call center operations.
* Define and own the entire post-implementation support experience.
* Collaborate cross-functionally within the organization to expedite the resolution of customer issues.
* Report key business metrics to executive management, providing clear quantitative insights.
* Assess metrics and take appropriate actions to continue to enhance the customer care capability and ensure the team is meeting and/or exceeding established SLAs.
* Proven track record of owning accountability and delivering exceptional results for high customer retention.
* Ensure security of personal health information (PHI) and report any violations or observations to management.
* Department heads are Point of Contact for security matters.
**What you will bring:**
* Bachelors degree in Information Technology, Business Administrator or related field.
* 10 years experience as a customer support and/or call center operations leader for a SaaS company (or equivalent) preferably in Healthcare.
* Technical expertise and ability to acquire knowledge of products and constructively engage with product leadership to help shape the product roadmap.
* Proven leadership skills that demonstrate your ability to initiate and drive change
* Demonstrated ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally.
* Ability to inspire, coach, and develop team members to reach their maximum potential.
* Ability to successfully navigate difficult conversations with customers with empathy and proper expectations, balancing the best interests of both the customers and the company.
* Experience in a variety of support channels and technologies including social, chat and voice
* Exceptional organizational, presentation, and communication skills, both verbal and written.
* Deep understanding of value drivers in SaaS recurring revenue business models.
* Analytical, data-driven, self-starter, strategic thinker, detailed oriented, and resourceful.
* Experience within the healthcare industry.
* Passion for designing processes that scale.
* Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
* Experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity.
* Open to input from other team members and departments.
* Maintain privacy and confidentiality at all times.
**Sandata employees enjoy the following benefits:**
* Medical, dental, and vision coverage
* Flexible Spending Account for health and dependent care
* Life insurance
* 401(k) Plan
* Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
* Employee Assistance Program
* Tuition reimbursement
* Paid vacation and holidays
* Employee discounts and company perks
**Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet**
-
Vice President, Customer Services
1 day ago
Washington, United States SoundExchange Full timeSince forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator‐focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital...
-
Vice President, Congressional Affairs
6 days ago
Washington, United States Invenergy Full timeInvenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy. Job...
-
Vice President of Communications
1 month ago
Washington, United States Pailin Group Psc Full timeVice President of Communications — The Pailin Group Professional Search Consultants THE PAILIN GROUP PROFESSIONAL SEARCH CONSULTANTS October 4, 2017 Vice President of Communications Washington Pailin Group Executive Search Deputy Vice President of Communications Reports To: Vice President of Communications, Marketing and Development Job...
-
Associate Vice President, Marketing
2 weeks ago
Washington, United States George Washington University Full timeThe Office of Communications and Marketing is comprised of a high performing team responsible for advancing the universitys reputation and telling GWs story through a diverse array of university channels, including digital and web properties and pu Marketing, Vice President, Associate, President, Leadership, Communications, Business Services
-
Vice President of Public Relations
1 day ago
Washington, United States Rational 360 Full timeRational 360 is seeking to hire a Public Relations Vice President to support several client accounts and be a part of the Senior Management team of the firm. Candidates should have experience in public relations, communications, public affairs, and/or public policy. Vice Presidents are able to leverage their own specialized skills and backgrounds while...
-
Vice President, Wealth Advisor
3 weeks ago
Washington, United States The Judson Group Full timeVice President, Wealth Advisor | Seattle, Washington Reference Number: MH6920 Location: Seattle, Washington Judson Group has been retained by a growing, privately-owned registered investment advisory firm with over $5B in AUM in the search for a Vice President, Wealth Advisor . This individual will be tasked with developing a build-out strategy for a new...
-
Vice President, Technology
1 day ago
Washington, Washington, D.C., United States Advanced Medical Technology Association Full timePosition TitleVice President, Technology & Regulatory AffairsDepartment / SupervisorTechnology & Regulatory Affairs (04) / Senior Advisor to the President & Senior Executive Vice President, Technology & Regulatory AffairsFLSA StatusExemptPurpose of PositionTo advance and achieve member policy objectives on key technical and regulatory issues of concern to...
-
Senior Vice President, Communications
2 days ago
Washington, United States LSG Full timeLSG, an impact agency specializing in brand building, corporate reputation management, and public affairs, is seeking a senior vice president to join our team in Washington, D.C. The senior vice president will serve as a senior communications strategist, integrated communications campaign lead, and senior client relationship manager for new and existing LSG...
-
Vice President of Finance, Generation
7 hours ago
Washington, United States CleanChoice Energy Full timeCleanChoice Energy Vice President of Finance, Generation Washington , District Of Columbia Apply Now Company Overview: CleanChoice Energy is a leading retail electric provider committed to providing clean energy solutions. With recent funding secured for project development and operating assets, CleanChoice Energy is expanding its portfolio in the renewable...
-
Vice President, Federal Government Relations
7 days ago
Washington, United States Campaign for Tobacco-Free Kids Full timeJob Description Job Description The Campaign for Tobacco-Free Kids is the leading advocacy organization working to reduce tobacco use and its devastating consequences in the United States and around the world. Through policy advocacy campaigns and strategic communications, Tobacco-Free Kids works to change public attitudes about tobacco and promote proven...
-
Washington, United States Georgetown University Full timeGeorgetown University is in search of a dynamic information technology (IT) professional to step into the role of Senior Associate Vice President and Chief Information Officer (CIO), tasked with leading the University Information Services (UIS) team. Chief Information Officer, Vice President, Business Operations, Associate, Officer, President
-
Washington, Washington, D.C., United States The George Washington University Full timeThe George Washington University Development and Alumni Relations(DAR) Division seeks an Associate Vice President for AdvancementOperations & Strategies.DAR is responsible for leading the university's alumni andfundraising efforts and seeks to promote a culture of philanthropythroughout the university community, including alumni, students,parents, faculty,...
-
Vice President, Marketing
4 weeks ago
Washington, United States Headfirst Companies Full timeThe Position: The Vice President of Marketing oversees all aspects of marketing, sales, and business development at Headfirst Companies and leads a high-performing team at all stages of their professional journeys, from early-career associates to seasoned subject matter experts across each of our four programming divisions: KI Concerts, Headfirst Honor Roll...
-
Assistant Vice President for Global Health
5 days ago
Washington, United States Georgetown University Full timeLocated in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the...
-
Vice President of Operations
1 month ago
Washington, United States Perkins Management Services Comp Full timeJob DescriptionJob DescriptionPerkins Management Services is a leading provider of comprehensive food service solutions, offering cafeteria services, catering services, and retail services (including branded outlets like Fuddruckers, Starbucks, Pizza Hut, Chick-Fil-A, and more). We serve a diverse clientele in the educational and government sectors across...
-
Vice President, Federal Government Relations
3 days ago
Washington, United States CAMPAIGN FOR TOBACCO-FREE KIDS Full timeJob DescriptionJob DescriptionThe Campaign for Tobacco-Free Kids is the leading advocacy organization working to reduce tobacco use and its devastating consequences in the United States and around the world. Through policy advocacy campaigns and strategic communications, Tobacco-Free Kids works to change public attitudes about tobacco and promote proven...
-
Vice President, Federal Government Relations
1 week ago
Washington, United States CAMPAIGN FOR TOBACCO-FREE KIDS Full timeJob DescriptionJob DescriptionThe Campaign for Tobacco-Free Kids is the leading advocacy organization working to reduce tobacco use and its devastating consequences in the United States and around the world. Through policy advocacy campaigns and strategic communications, Tobacco-Free Kids works to change public attitudes about tobacco and promote proven...
-
Senior Vice President, Communications
15 hours ago
Washington, United States LSG Full timeLSG, an impact agency specializing in brand building, corporate reputation management, and public affairs, is seeking a senior vice president to join our team in Washington, D.C. The senior vice president will serve as a senior communications strategist, integrated communications campaign lead, and senior client relationship manager for new and existing LSG...
-
Washington, United States Events DC Full timeThe Vice President, Facilities, Construction and Real Estate, provides executive leadership and hands on direction for the Facilities Operations and Services division, and shall be responsible for facilities management to include engineering, building management, construction, tenant oversight and utility services. The Vice President, Facilities,...
-
Vice President for Research and Policy
2 days ago
Washington, United States InsideHigherEd Full timeVice President for Research and PolicyAbout NASPA NASPA is the leading association for the advancement, health, and sustainability of the student affairs profession. We serve the diverse needs of our community, from vice presidents of student affairs to undergraduate student...
