Senior Vice President of Care Coordination Services

2 weeks ago

Dallas, Texas, United States Verisma Full time
Position Title: Senior Vice President of Care Coordination Services

Classification:
Exempt

Supervisor:
Chief Operating Officer

Position Overview:

The Senior Vice President of Care Coordination Services (CCS) is a seasoned Operations leader tasked with driving substantial influence through strategic and operational oversight of the CCS division, managing both domestic and international resources.

This executive will collaborate with Directors and Managers to offer direction, insights, and enhance management practices.

Aligned with the organization's objectives and in partnership with cross-functional teams, this role is accountable for the revenue generation and cost efficiency of the CCS division, including product development and optimal utilization of global resources.

Furthermore, the CCS executive will evaluate workflow optimization, resource allocation, and reporting to devise strategies for implementing new and refining existing processes that foster growth and profitability.

This role reports directly to the Chief Operating Officer.

Key Performance Indicators:
- Revenue growth
- Gross Margin
- Customer Satisfaction/Retention – Net Promoter Score
- Employee Satisfaction/Retention – Employee Survey
- Platform Migration (Integration) – Measure Plan vs. Actual
- Process Optimization and defect reduction utilizing Lean Six Sigma for Technical & Workflow Enhancements
- Augmentation (Domestic and Global) – Measure Goals vs. Actual – Timeline
- Product Development – New and Enhanced Offerings Focused on Tech-Enabled Services and Partnerships

Responsibilities:
- Mentor and support company Directors and Managers in service to various clients, fostering relationships throughout the organization, serving as a resource for issue escalation, and developing strategic programs and product offerings to expand accounts.

- Provide sales support as necessary.

- Establish and implement a CCS Performance Management framework, including assessing the need for incentives to drive results.

- Cultivate and enhance cross-functional relationships with peers and other departments including Sales, Marketing, IT, Finance, Technology, and Human Resources to achieve business objectives.

- Schedule regular onsite client engagements and follow up with comprehensive recommendations for enhancements for both the client and CCS.

- Develop the CCS budget and oversee costs, employee productivity, and KPI achievement.
- Engage in vendor negotiations.

- Collaborate with the VP/GM of ROI to synchronize compliance, implementations, training, global resources, quality, Lean Six Sigma, technology, and other relevant programs.

- Lead strategic planning and execution to improve profitability, productivity, and efficiency; assist the overall CCS team in achieving revenue targets.

- Create customer and employee satisfaction initiatives and manage feedback responses.

- Conduct annual meetings with directors to establish goals and objectives, meeting regularly to ensure operational targets are met.

- Work closely with Marketing to provide ongoing insights on client satisfaction reports and pursue client case study partnerships for continuous marketing and sales initiatives.

- Offer strategic guidance in regularly scheduled Product Management discussions to contribute valuable client feedback on Verisma products and services.
- Partner with the Training department to ensure that onboarding and ongoing programs promote excellence among employees. Support technology to enhance training reach.
- Monitor and manage client retention and at-risk reports.
- Uphold and promote Verisma Core Values.

Minimum Qualifications:
- Bachelor's degree in business administration, management, or a related field required; Master's degree preferred.
- 15+ years of management experience directing both onsite, remote, and global teams.

- Background in healthcare operations, particularly with regulatory issues, policy development, compliance, and investigation resolution, with a strong emphasis on direct executive client management.

- Experience with Release of Information preferred.
- Proven expertise in developing and implementing operational KPIs and standard operating procedures (SOPs).
- Demonstrated creative problem-solving abilities in an operational context.
- Possess the administrative and managerial skills necessary to lead organizational programs and supervise management, professional, and hourly staff.
- Exhibit independent judgment and analytical skills to provide sound recommendations.

- Capable of participating and presenting effectively in Senior Executive leadership communications and meetings, including board presentations.

- Demonstrate strong interpersonal and communication skills to interact effectively with representatives of client organizations, including senior business leaders and staff in a respectful and positive manner.

- Ability to work cross-functionally in a dynamic environment with a proactive attitude towards challenges, leading efforts to address complex problems to reach solutions.

- Ability to manage confidential information.


Please note that this job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

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