Director Administrative Operations II

Director of Administrative Operations (Hybrid)

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Director of Administrative Operations (Hybrid) on our AMA Insurance team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

As the Director of Administrative Operations, you will ensure delivery of outstanding customer service andthe development of operational requirements, process and technology that provide essential customer service outcomes. As a member of the AMAI leadership team and advisor to the GVP and General Manager of AMAI, identify and executebusiness-wide initiatives to set AMAI direction including new products,customer acquisition, and growth. This position requires a deep understandingof the overall operations of a life/health insurance company and must be wellversed on the regulatory and contractual requirements that impact the life andhealth insurance industry.

RESPONSIBILITIES:

Staff Management and Leadership

• Oversee hiring, training, and performance management for Administrative Operations management team and their customer service (call center), claims, and operations teams
• Facilitate and oversee the performance management process including setting department and individual goals, performance reviews, development plans and corrective action
• Create a culture and processes to deliver a comprehensive and seamless service experience to all customers measured by satisfaction survey KPIs
• Oversee education, coaching and training including systems, processes, contract interpretation, and industry issues (such as HIPAA, Fraud, Unfair Claim Settlement Practices)
• Prepare department budgets and operate within budget expectations

Process Oversight and Improvement

• Continually improve the customer experience by evaluating and redesigning system and business processes to enhance operational efficiency, increase productivity and drive engagement
• Support new product opportunities by assessingoperational feasibility of supporting the product, and identifying and creatingworkflow process and system requirements

Compliance

• Accountable for compliance with regulatory, legal and contractual requirements, enforcing effective policies and procedures that comply with state and federal insurance regulation
• Function as the Subject Matter Expert on insurance company guidelines, including an in-depth understanding and ability to interpret and apply insurance contract provisions to business processes, carrier manuals and procedures, and standard insurance industry business practices
• Review and respond to escalated issues
  -complaints to regulators and AMA/AMAI executives

Relationship Management

• Liaise with insurance carrier partners, TPA clients and vendors to ensure AMAI meets administrative obligations
• Provide support for all internal and external audits.
• Function as AMAI liaison for interactions withthe AMA Facilities Management Department

REQUIREMENTS:

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

This role is an…