VP, Customer Care Operations, MediCal - Must reside in Sacramento, CA
Full Time
Sacramento, CA 95814
Posted
Job description
This position maintains a high level of oversight, accountability and leadership for all functions of the specified Operations. This position works in concert with SBU leadership to ensure customer satisfaction, profitability and growth Develops overall implementation strategy and approach on a client specific basis to ensure contractual obligations, financial objectives including cost of care and growth are met. Incumbent will develop strong partnerships with internal and external leaders in multi-functional areas. To be successful, incumbent will need to develop metrics for measuring and assessing performance.
Bachelor's degree in Business Administration, Healthcare Management, Psychology, Social Welfare or related field.
Excellent analytical, planning, problem solving, decision-making, presentation, communication, negotiation skills required.
Ability to accomplish high-level interface effectively with external clients as well as internal contacts.
Excellent knowledge of Microsoft Office suite.
Proven ability to effectively manage large teams and multiple sites.
- Provides ownership and accountability for all accounts and end to end business process and activity including communicating directly with account management, health plan designees, providers, external agencies, and members on authorization issues.
- Ensures successful operations of SBU’s multiple operations sites.
- Ensures resources are allocated appropriately to meet company objectives while ensuring all strategies are implemented in the most effective manner.
- Communicates at the executive level regarding strategy, key issues, decisions required, and the overall progress of each implementation.
- Develops ROIs for implementation of new business strategies.
- May oversee management staff within the operations team.
- Responsible for the budget of SBU operations, as well as key metrics for the operation management.
- Coordinates on staff forecasting needs and scheduling strategies.
- Responsible for meeting customer performance guarantees and metrics; ensures that productivity objectives for the operations teams are achieved.
- Participates in maintenance of operational requirements for existing clients through proactive planning, problem solving and root cause analysis, and continuous monitoring of Quality Improvement processes.
- Provides innovative solutions in support of a service delivery culture.
- Communicates directly with account management, clients, and members on key operational issues.
- Develops, implements, and manages solutions to customer expectations and concerns.
- Responsible for conceptualizing the growth and expansion of call center in line with corporate goals.
- Oversees implementation, process improvement initiatives, cost of care, project management, etc.
- Liaison with quality for audits, issues, CAPs etc.
- Continuously provides feedback and suggestions for effective user maintenance and improvement of SBU systems.
- Manages other projects and programs as directed by operational needs.
Other Job Requirements
Responsibilities
Minimum of 10-15 years of management experience, with at least 7-10 years in a production office environment and/or healthcare required.
Bachelor's degree in Business Administration, Healthcare Management, Psychology, Social Welfare or related field.
Excellent analytical, planning, problem solving, decision-making, presentation, communication, negotiation skills required.
Ability to accomplish high-level interface effectively with external clients as well as internal contacts.
Excellent knowledge of Microsoft Office suite.
Proven ability to effectively manage large teams and multiple sites.
General Job Information
Title
VP, Customer Care Operations, MediCal - Must reside in Sacramento, CA
Grade
33
Work Experience - Required
Management/Leadership, Operations
Work Experience - Preferred
Education - Required
Bachelors
Education - Preferred
Masters
License and Certifications - Required
License and Certifications - Preferred
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
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