Operations Director, SPBM - Archimedes

The Operations Director is a highly motivated professional with 5+ years of experience successfully managing complex operations. This individual is responsible for strategic and tactical execution and management of claims, contact center and various other operations.

Job Duties Include:

Financial & Operational Management:
* Oversee financial outcomes, including claims loading, adjudication, and payments
* Manage all aspects of operations and ensure efficiency
* Develop and implement strategic plans aligned with company objectives
* Meet financial and performance goals, including budget preparation

Leadership & Team Development:
* Provide vision for call center goals and lead a multi-site team
* Foster a collaborative, employee-focused work environment
* Provide ongoing formal training to team members
* Supervise managers and supervisors to enhance performance

Process Improvement & Analytics:
* Conduct data analysis and present insights to stakeholders
* Establish and monitor key performance indicators (KPIs)
* Implement best practices to optimize effectiveness
* Drive process improvements for scalability and efficiency

Cross-Functional & Client Engagement:
* Manage projects across functions and support corporate initiatives
* Collaborate with departments like clinical, IT,
* Own pharmacy and vendor relationships for claims processing, call routing, reporting, and communication
* Vendor and client-facing as needed

Customer Experience & Service Quality:
* Foster a customer-centric culture and enhance customer satisfaction
* Oversee call center operations, ensuring service quality and adherence to metrics
* Implement strategies for customer loyalty and consistency in messaging

Essential Background Requirements

Experience & Industry Knowledge
* 5+ years in healthcare-related operations roles
* Preferred knowledge of Pharmacy Benefit Management (PBM) operations and industry

Strategic & Leadership Skills:
* Strong strategic thinking and problem-solving abilities
* Ability to prioritize work for cross-functional teams
* Excellent people leadership skills with servant leadership attributes

Technical & Operational Expertise:
* Proficiency in Microsoft Office, email, and internet tools
* Experience in Call Center Software Management
* Expertise in Operations Team Management

Communication & Interpersonal Skills:
* Strong verbal and written communication, presentation, and negotiation skills
* Ability to engage with stakeholders effectively

Additional Requirements:
* Willingness to travel as needed to meet goals