The Director of National Case Installation will be responsible for leading a team of National Installation Consultants. The Director and this team are responsible for the successful installation of fully insured and self funded account benefit plans for National Customers. The Director will oversee all implementation work of the team and will be actively engaged in customer facing issue resolution and recovery on customer escalated issues. This position will collaborate with Regions and National Functions to define standard and consistent solutions to installing new and renewing customers as well as streamlining processes and improving the customer experience. The Director will partner with national Sales Management to identify improvement opportunities in the customer on-boarding process and develop a strategy for the usage of the installation team on the fully insured renewal book of business. The Director will also focus on Case Installation metrics; including timeliness of the installation to the effective date, meeting customer commitment dates, quality and customer satisfaction.
Essential Functions:
- Interfaces and works in collaboration with the Executive Director of National Case Installation.
- Continue to develop, implement, optimize and manage the overall process and ongoing policies and procedures for implementation of new group set-up and renewals for both Self-funded and Fully Insured Accounts.
- Drive consistency across regions and programs for common methods and practices for installing groups.
- Manage and oversee the National Capacity Model as well as lend support to the Regions to refine their capacity models.
- Support regions in the development of their processes through the establishment of common policies, job roles and responsibilities and metric outcomes.
- Develop and successfully execute overall project management for national and multiregional projects.
- Lead and provide cross regional coordination for the development of a centralized Case Installation training organization for Self-Funded accounts and National Accounts.
- Consult with National and Regional Leadership on the development of the common case installation process, goals and metrics. Monitor and report metrics on a monthly basis and continually improve reporting capability.
- Provide leadership to cross functional regional work teams and establish an approach to support national, multiregional and total replacement accounts.
- Identify functional and cross-functional processing inefficiencies and drive process improvement initiatives.
- Recruit, hire and develop a team of national installation consultants.
- Develop strong cross functional relationships to drive work and improve the customer on-boarding experience.
- Provide leadership to cross functional work teams in order to establish criteria and disciplines to identify opportunities and work toward improvements.
Qualifications:
- Bachelor's degree in Healthcare Administration, Business Administration, or equivalent work experience.
- 10+ years of increasingly responsible experience in health plan operationsrole (claims/benefits administration, case installation or group set-up) in a director or senior-level manager role.
- 5+ years experience in management and leading cross-functional teams; (building teams, recruiting, building team environment, performance management).
- 5+ years experience in project management;strong customer facingand consultative skills.
- Comprehensive knowledge of benefits/claims payment/billing.
- Experience in a highly matrixed organization; successful experience leading and managing large complex projects, affecting multiple stakeholders and applications, preferably in a multi-regional or multi-business unit organization.
- Ability to educate and influence complex, cross-functional business partners on Benefits/Product administration.
- Ability to define, develop, document and implement formal policiesand procedures related to Case Installation or Account Set -up.
- Broad experience working with large groupsand national healthcare accounts.
- Broad knowledge of health plan administration andoperational needs for Self-Funded products and fully insured products.
- Strong interpersonal skills, especially specific to persuasion and negotiation.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.