Director, Biometric Health Services Operations

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Director, Biometric Health Services Operations

At Health Advocate, we are committed to providing our customers with expertise and services that improve the health, well-being and productivity of their employees. We are looking for the right person to Manage the Biometric On Site services team to best serve our clients and employees.

The appropriate candidate would be responsible for overseeing the staffing, business processes and achievement of service metrics.

The right candidate will develop and implement processes that ensure a successful client on site health event. This includes overseeing the team and participate in recruiting and hiring, manage processes for service delivery, develop the supervisory and service staff, and compile management reports. The development aspect of the role includes evaluating, solving and counseling employees on attainment of business objectives.

An important factor in this role will be a productive working relationship with internal and external contacts for successful service delivery and continuous improvement plans.

Job Responsibilities:

• Oversee the business operations units in case load, attainment of service metrics and staff development. Develop and implement hiring strategies to meet the growth targets
• Act as the primary contact for the management team to identify opportunities for improvement.
• Provides direction and guidance regarding policies, procedures, workflows, claim service quality, and training needs.
• Oversee review and salary processes, including timeliness and reasonability of recommendations.
• May interface with clients and participate in client presentations to review site operations and answer service questions regarding hiring and training of staff, roles and responsibilities of functional areas etc. May assist in presale and case implementation activities. Monitors Performance Guarantees to minimize financial impacts
• Works with key vendor partners to ensure delivery of necessary supplies and services.
• Supports the attainment of quality and production goals by processing analyzing current work trends and initiating adjustments as needed.
• Provides summary reports/scorecards on productivity and quality to upper management on a regularly determined basis.
• Identifies and makes recommendations for process improvement opportunities based on employee feedback, summary reports, and customer feedback.
• Responsible for staffing levels by monitoring volumes and other metrics to determine need for hiring service personnel.
• Conduct interviews and is highly involved in the evaluation and selection of new service personnel.
• Partners with Training and Quality to develop and implement performance improvement strategies.
• Demonstrates success in longer term, strategic thinking develops and recommends plans for improving Biometric , onsite service operations and processing initiatives.

Qualifications

• Bachelor's Degree or applicable work experience.
• Previous experience managing an operations unit.
• Direct contact with corporate clients in a service or project management capacity.
• Proven skills on systems and projects/enhancements with at least 3 years of solid, diverse work experience desired.
• Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals.
• Excellent interpersonal skills - with an emphasis on ability to communicate both verbally and in writing.
• Ability to work in a team based environment required.
• Ability to work directly with business partners, clients and vendors required.

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity. VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)