Reporting to the Chief Operating Officer, the Vice President, Business Operations will lead the department to enable the planning and execution of key functions that will ensure the operational, programmatic and financial integrity and reliability of the Business Operations Department. The Vice President, Business Operations will oversee the implementation and maintenance of business processes and systems and all activites related to Customer Service, Administrative Services, Member Enrollment, Benefits Administration, Commercial Operations including Quality Control, and Vendor Management. The VP, Business Operations will collaborate with her/his colleagues across the Office of the Chief Operating Officer and play a critical role in engaging with key stakeholders across AllWays Health Partners and the Partners Healthcare system inclusive of identifying new ways to collaborate and gain efficiencies as the delivery system implements its value-based strategy, with AllWays Health Partners being a key element of that strategy.
The VP, Business Operations is data-driven, engaging leader who is highly strategic and builds collaborative relationships between all parts of AllWays Health Partners and Partners HealthCare. Critical to this role is the ability to lead and innovate strong business process, including evaluation of existing processes, (re)design and execution of new or revised processes as necessary. She/he will have a track record of assessing talent, helping them reach their potential, and/or attracting new talent as necessary. The VP, Business Operations will be set the standard for accountability for themself and their direct reports. They will set clear goals and objectives and use advanced data analytics to support all business decisions. The VP, Business Operations will have a clear track record of stong leadership to motiviate and inspire others.
Essential Functions:
- Leads and coordinates the operations oversight of the PHS Employee Health Plan. Acts as the primary operations liaison between the Partners Healthcare HR leadership to ensure friction-free and seamless member-patient experiences.
- Within Customer Service, develops and implements forward-focused, innovative approaches to delivery state-of-the art customer experiences Will work in close collaboration with the VP of Clinical Operations to help ensure that AllWays Health Partners primary customer-facing areas (Customer Service and Clinical Operations) deliver seamless, low-effort, and satisfying experiences for our customers.
- Within Customer Service, develops and implements forward-focused approaches to facilitating low-effort (on provider side) resolution of inquiries both inside and outside the Partners Healthcare delivery system
- Oversees the member enrollment processes to ensure timely and accurate enrollment transactions.
- Ensures benefit plan alignment with clinical policy and payment decisions and defines efficient and effective processes designed to be responsive, accurate, and compliant.
- Develops business processes to ensure the quality, accuracy and support necessary for the quality assurance processes (including audit programs) across all of parts of the Office of the Chief Operating Officer, Sales and their key distribution channels, Product Development and Maintenance, and Customer Service.
- Sets standards, metrics and best practices for all aspects of sales operations in support of Sales growth and retention targets.
- Executes strong quality control measures for internal service departments.
- Builds and implements the vendor management lifecycle function from procurement to performance management to termination; ensures that all aspects of the vendor management lifecycle is managed in a coordinated and organized manner, inclusive of key processes and measures across all of AllWays Health Partners with clear accountabilities and service level agreements.
- Leads the administrative services including space management collaboarating with Partners Workplace Services.
- Promotes high standards of practice management through the development and standardization of policies, protocols, and fiscal management.
- Understands and drives the need to integrate disciplines across the organization to improve the customer experience and build efficiencies.
- Recruits, develops and retains the best talent available to ensure the best service delivery possible; champions a culture of operations.
- Leads data and reporting/analysis for Business Operations including the development of dashboards and detailed analysis to ensure business goals are on track; delivers timely and consistent updates to the Chief Operating Officer.
- Partners with cross-functional teams to develop and deliver improved efficiency and quality.
- Drives the analysis of productivity.
- Collaborates and aligns with CIO on business strategy initiatives.
- Works with Legal, Regulatory Affairs and Compliance to ensure that Business Operations has the requisite information and knowledge of regulatory issues and requirements to carry out their responsibilities in a lawful and ethical manner.
- Other duties as assigned with or without accommodation.
Working Conditions and Physical Effort:
- Work is normally performed in a typical office work environment.
Required:
- BA/BS Degree or the equivalent combination of training and experience
- 10-15 years of related experience.
- Experience leading a team and developing and executing strategies based on clearly defined outcomes/objectives and measures of performance.
Preferred/Desired:
- MBA and experience working within the healthcare industry strongly preferred
- Experience leading organizational change in complex environments.
- Experience integrating multiple environments and managing multiple levels of staff.
- Experience in leading customer-focused organizations that deliver high quality services and continued value through effective and efficient systems and practices.
- Experience in fostering a culture the raises and acts on new new ideas.
- Experience managing dynamic and differing needs, interests and viewpoints of multiple stakeholders.
Skills and Competencies:
- Demonstrate AllWays Health Partners’ core brand principles of always listening, challenging conventions, and providing value.
- Bring fresh ideas forward by listening to and working with employees and the people we serve.
- Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.
- Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.
- Strong aptitude for technology-based solutions.
- Ability to inject energy, when and where it’s needed.
- Current in healthcare trends.
- Demonstrated forward, visionary thinking; ability to see “what is” and envision “what could be.”
- Ability to develop, introduce, defend, and gain support for a new ideas and approaches.
- Excellent leadership skills and leadership track record.
- Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience; strong executive presence, presentation and communication skills. Strong verbal, active listening, and written communication skills required.
- Ability to view the long-range trends and cycles of the business and industry and see the “big picture.”
- Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.
- Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.
- Excellent interpersonal skills, including the ability to influence others at all levels of an organization.
- Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.
- Unquestionable integrity.
- Excellent organizational and analytical skills.
- Excellent judgment and descion making abilites.
- Strong influencing skills and perseverance.
- Ability to develop and motivate employees to meet departmental and organizational objectives.
- Ability to manage multiple projects, meet deadlines and nimbly adjust to changes in company policies, procedures and priorities.
Conditions of Employment:
- Pre-employment background check
- CORI background check, if applicable
EEO Statement
Our promise as a people-first organization starts with our employees. AllWays Health Partners is committed to diversity, equity, and inclusion in our workforce, internal culture, and investments. As an equal opportunity employer, AllWays Health Partners recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives, and backgrounds.
The above statements are intended to describe the general nature and complexity of the work being performed by personnel assigned to this classification and do not represent an exhaustive list of all tasks, duties, and responsibilities required of personnel assigned to this position.
Primary Location: MA-Somerville-Allways Health Partners at Assembly Row
Work Locations: Allways Health Partners at Assembly Row 399 Revolution Drive Somerville 02145
Job: Professional/Managerial
Organization: AllWays Health Partners
Schedule: Full-time
Standard Hours: 40
Shift: Day Job
Employee Status: Regular
Recruiting Department: Allways Health Partners Operations
Job Posting: Nov 22, 2019
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