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Director - Providers Services Operations in Crows Nest, IN at Staffing Now

Date Posted: 2/1/2018

Job Snapshot

Job Description


SNI Companies is seeking a Director of Providers Services Operations for one of their Top clients in the Indianapolis area who is a leading health care information technology company that serves an extensive network of health plans, providers, and technology partners nationwide.


The Director provides team coaching, account(s) management, strategic direction for change, and coordination for customer focused services to grow revenue in the Healthcare industry. The Director will drive change while working closely with the IT organization and other senior management staff to provide guidance related to customer satisfaction, communication and training.


KEY RESPONSIBILITIES

  • Oversee the deployment of the new business lines and develop processes for deployment, training, support, account management, and education of field staff.
  • Communicate with customers, both internal and external, regarding service requirements, issues, needs and customer satisfaction, and other various companywide initiatives.
  • Work as sponsor for various customer service account management processes, including incident management, oversee development and implementation of processes and procedures for effective end user support, and coordinate those processes with other areas within IT Services and other teams.
  • Develop, plan, and implement, in alignment with the IT Services strategic plan, the overall strategic and tactical goals for the Service and Support area.
  • Lead a team of 38 account managers who service their client's with a variety of multiple healthcare products working in an office, field and remote environments
  • Assist in the evaluation and design of the core application based on knowledge of end-user experience and field team feedback.
  • Participate in the development and maintenance end-user training materials including webinars, tutorial movies, user guide and other sources.
  • Support the Customer Satisfaction program including management of staff involved in collecting data, creating analyses, identifying trends.
  • Participate in the identification and development of value prop sales tools as needed
  • Lead and oversee both the Provider Services Operations and Provider Services Technical teams, fostering growth in Service Level achievement
  • Partners with various Service and outside leaders to ensure open communication and understanding exists while striving for mutual goals.
  • Responsible for annual budget for VAR client facing and account management teams.
  • Analytical thinker who thrives in complex and often high pressure situations.
  • New Idea provider that can execute other joined visions but not entirely your own
  • Responsible for ensuring a high level of awareness and communication exists regarding add-on revenue generating Services amongst our client base and team members.
  • 30% of Traveling will be required


EDUCATION AND EXPERIENCE

  • BS/BA degree is required or the equivalent in work experience
  • The ideal candidate will possess a minimum of 10+ years' experience in customer service and account management, project management or communications. This individual must also have the ability to comprehend complex technical while using strategic thinking.
  • 5+ years' experience managing teams and building relationships with people at a variety of organizational levels
  • Experience in a health care environment is a plus
  • Knowledge of practice management systems, medical insurance, health care information systems and medical billing is preferred.