Director, Operations Support Services

Purpose:

The Director of Operations Support Services will be responsible for overseeing the departments in the organization that provide support to the patient service center (healthcare contact center) operations, including workforce management, analytics, quality, and training, and is vital to the effective delivery of patient care, the maintenance of compliance, and the optimization of the performance of the patient service center team. This role involves strategic planning, process improvement, team support, facilitation of collaboration, and the effective management of these critical support functions to ensure operational efficiency, effective team performance, and client satisfaction. The ideal candidate will have a strong background in HUB/healthcare contact center operations management, exceptional leadership skills, and a proven track record of driving operational excellence.

Responsibilities:

• Lead the workforce management team in the development and implementation of workforce management strategies to optimize staffing levels, scheduling, and resource allocation.
• Lead the analytics team to provide actionable insights and data-driven decision support to enhance operational efficiency and performance.
• Lead the quality department in maintain ing high organizational standards of service and compliance through quality program development, internal audits, continuous interaction
• monitoring, evaluation s , and improvement of processes.
• Lead the training department to design and deliver comprehensive training programs that enhance employee skills, knowledge, and performance.
• Develop strategy to support the long-term direction of each of the four groups, ensuring that such strategy effectively considers actual deployment
• Facilitate collaboration between support teams and operations teams to effectively deliver services
• Direct department staff in planning, developing, and implementing effective programs, business practices, and support services in assigned areas of responsibility.
• Identify opportunities for process improvements across all support functions and implement best practices to enhance efficiency, productivity, and quality.
• Regularly evaluate organizational efficiency and makes necessary changes to maximize staff productivity
• Builds and maintains a departmental structure, operating standards and practices that are responsive and adaptable to evolving business needs.
• Work closely with other departments and stakeholders to ensure seamless coordination and support for all operational activities.
• Serve as a champion of organizational culture, ensuring that all departments effectively contribute to a positive, successful work environment for all RareMed team members.
• Develop and implement long-term strategies to align with the company’s goals and objectives
• Other duties as assigned
  
  
  

Required Qualifications:

• High School diploma
• Bachelor's degree in Business Administration , Operations Management, re lated field , or relevant work experience
• Minimum of 3 years in a senior leadership or managerial capacity within a healthcare contact center such as a HUB services provider or similar patient services contact center .
• Minimum of 3 years of experience in leading support services teams/functions within contact centers including workforce management, quality, analytics, and training.
• Proven experience in process improvement, strategic planning, and team management.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Demonstrated leadership abilities, including team management, coaching, and talent development.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
  
  
  

Preferred Qualifications:

• Master’s degree
  
  
  

Work Environment:

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed-PSC expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed-PSC and will vary based on those needs/priorities.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.