Director of Operations

Overview

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

• Director of Operations: drive the overall business culture and operations of the department, including development, guidance and direction of the Claims Processing, Reviews, and Support Staff. Lead a hands-on, performance-driven environment focused on P&L, client relationships, and continuous improvement initiatives. Be self-directed, data-oriented, and deliver consistently on key performance metrics in a complex environment.

• Review and manage balanced scorecard and key performance indicators, regularly focusing on long-term objectives to ensure client and organization goals are met.

• Develop long-term plans to enhance program performance, including areas such as force management, training, quality, staffing, and program initiatives.

• Effectively manage in a fast-paced call center environment with multiple teams.

• Lead cross-functional activities and communications to further partnership between the organization and assigned clients.

• Participate in cross-functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.

• Identify improvement opportunities using a systematic approach, perform root-cause analysis, recommend solutions, and implement process improvements in accordance with client/company policies and practices.

• Provide leadership, professional development, and evaluation for direct reports.

• Deliver client-facing contact center consulting on benchmark data related to forecasting, staffing, quality assurance, training, and contact center technology.

• Prepare, deliver, and facilitate client and internal business presentations and meetings.

• Promote teamwork and cooperative effort; help train and guide other employees.

• Maintain a clean, safe, and unobstructed work area and practice good safety habits.

• Ensure internal and external customers receive high-quality service.

• Education: BA/BS in Business Administration or related field or equivalent required.

• Experience: 5+ years in customer service, call center or related field, including directing multiple sites and clients. Healthcare industry experience required.

• Mandatory
  
  Skills:
  
  Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Excellent presentation and client interaction skills.

• Proficiency with necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform teams processes across functions within the organization.

• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.

• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.

• Strong operational and financial acumen, executive presence, and the ability to lead multiple locations.

• Strong business acumen with a broad understanding of fundamental business principles.

• Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.

• Effective leadership and people management skills, with a focus on developing diverse, high-performing teams and fostering an inclusive culture that is collaborative and inquisitive.

• Ability to solve problems using creativity, critical thinking, decisiveness, and leadership.

• Advanced customer focus and customer service skills.

• Sufficient schedule flexibility to support a 24/7 global company.

• Experience and willingness to delve into all levels of detail needed to accomplish business goals.

• Strong fiscal acumen with financial modelling and budgeting experience.

Work@Home USA, United States of America