Associate Vice President, Operations

Position Summary: The Associate Vice President (AVP) of Operations is primarily responsible for Healthmap’s non-clinical teams and effective member engagement. The AVP, Operations will partner across the company to provide non-clinical support to clinical campaigns and other operations initiatives. Healthmap’s non-clinical teams are critical in improving member health by making a great first impression and establishing a relationship of trust with the member. This role will work with Healthmap’s senior leaders to improve operational efficiency, improve member engagement, and assist with oversight of critical day-to-day non-clinical functions. As a key leader they are directly responsible for driving operational results while acting as a thought leader at Healthmap. This position will lead teams to achieve desired outcomes. Finally, the position will assist key senior leaders to operationalize new products. Responsibilities: • Strategic oversight of Healthmap’s non-clinical operations • Alignment with the clinical services team and Regional Vice Presidents • Lead multiple teams that include and may be subject to change o Mail Fulfillment – Direct oversight of the mail fulfilment center including mail vendor management o Member Engagement – Provide operational and strategic leadership for the outbound call center team that is charged with obtaining consent from members to join Healthmap’s Kidney Health Management program o Workforce Management – providing support to both clinical and non-clinical departments • Drive operational efficiency • Manage all Member Incentive Programs – ensuring appropriate ROI and effectiveness • Vendor management of supporting telecom and mail services • Develop additional reporting capabilities to monitor team effectiveness • Work directly with key senior leaders within Clinical Operations to improve operational efficiency • Work directly with the Account Management Executives to enhance operational offerings while overseeing operational results • Ensure company adherence with legal and regulatory requirements • Conduct quality improvement and outcomes studies • Participate in customer management activities • Business lead for new solutions and product development • Perform other related duties as assigned Requirements: • Bachelor's degree from an accredited four-year college or university, Masters degree preferred • At least 10 years’ experience in a leadership position • Operations experience required • Operational clinical cross functional matrix experience • Experience with running Inbound and Outbound Call Centers • Experience managing teams that engage with customers directly (B2C operations) highly preferred • Experience with health insurance companies and related vendors highly preferred • Experience leading mail fulfillment teams preferred Skills: • Excellent presentation skills, interpersonal skills as well as excellent written and verbal communication skills to target audience • Strong relationship building skills, prioritization and solutions oriented • Strong strategic thinking, critical thinking, analytical ability, verbal, and written communication skills to target audience • Metrics driven ability to understand key goals from program and understand reporting results to communicate areas of opportunity to all stakeholders • Ability to manage multiple priorities • Must be proficient in Microsoft Office Outlook, Word, Excel, PowerPoint etc. Travel: • Limited Travel, scheduled per needs of the business #LI-Remote Apply tot his job