Overview:
The SVP of Client Operations is responsible for driving execution for the following teams: Client Experience, Enterprise Client Operations Support, Client Training, Opportunity Intelligence and the Client Medical Directors. Role is accountable for aligning operational goals to the strategic objectives of the broader Client Engagement team and the Cotiviti enterprise. Responsible for mentoring and coaching the executive leaders of each of the delivery teams and ensuring that teams are aligned to the overarching objective of client retention and growth. Advocate and pursue continuous process improvement that optimizes the performance of the delivery teams. Interact with operational business leaders to facilitate cross-functional execution alignment.
Responsibilities:
- Identify and analyze key metrics/performance indicators to measure customer satisfaction, quantify customer issues and determine the success of changes made as a result of the analysis
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Work cross-functionally with operations, marketing, implementations, sales, and product to ensure smooth and consistent customer experiences.
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Demonstrate a deep understanding of the client’s business and a fluency in healthcare and data analytic strategies, techniques and best practices.
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Partner with Go-To-Market, Product, and Marketing to formalize and expand upon customer insights, competitive intelligence, the voice of the customer, and market research to influence Cotiviti’s products, impact and solutions in the market.
- Assist leaders in hiring, developing, coaching, leading and retaining top-tier talent, with a focus on building and improving talent and the overall team culture.
- Provide leadership to multiple SVP and VP level leaders, collaborating and coaching on professional development that empowers ever-improving leader performance.
- Ensure that team policies and practices align with overall organizational direction and objectives.
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Identify strategic employee training and development needs.
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Provide leadership and development opportunities to develop a highly competent team.
- Support the development and execution of strategic plans that empower team performance.
- Ensure that the organization operates effectively and efficiently by developing and implementing operational strategies, streamlining processes, and optimizing how resources are allocated based on priorities.
- Work closely with other departments and senior leadership to align operational goals with overall business objectives, seeking opportunities for improvement and innovation.
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Responsible for managing budgets and resources. Analyze financial data, determining how the company should best use available resources to achieve its goals, and then develop strategies for leveraging those resources as cost-effectively as possible.
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Responsible for the overall satisfaction of both internal and external customers who interact with core delivery teams.
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Complete all responsibilities as outlined in the annual performance review and/or goal setting.
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Complete all special projects and other duties as assigned.
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Must be able to perform duties with or without reasonable accommodation.
This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.
Qualifications:
- Minimum 20 years of executive management experience and a successful history of managing work in customer operations.
- Experience in improving client relationships and driving client growth in healthcare technology roles.
- Strong business acumen and consultative skills, with a history of creating innovative and measurable solutions to modern marketing challenges.
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Ability to influence multi-disciplinary teams to deliver best-in-class, forward leaning client programs that leverage data and insights and deliver meaningful ROI.
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Experience setting and mobilizing teams around a strategic vision.
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Passionate about customers.
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Demonstrable skills in managing customer service, client training, and analytic teams.
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Superior communication skills with customers, colleagues, and team members.
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Detail-orientation. We move quickly, but we bring care and thoughtfulness to everything we do. We care deeply about the details.
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Technical Comfort. You are comfortable working with a variety of systems and basic business tools.
Mental Requirements:
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Communicating with others to exchange information.
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Problem-solving and thinking critically.
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Completing tasks independently.
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Interpreting data.
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Making timely decisions in the context of a workflow.
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Maintaining focus.
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Assessing the accuracy, neatness and thoroughness of the work assigned.
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Learning new tasks and completing tasks in situations that have a speed or productivity quota.
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Remembering and adhering to processes and protocols.
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Applying established protocols in a timely manner.
Physical Requirements and Working Conditions:
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Remaining in a stationary position, often standing or sitting for prolonged periods.
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Repeating motions that may include the wrists, hands and/or fingers.
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Must be able to provide a dedicated, secure work area.
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Must be able to provide high-speed internet access / connectivity and office setup and maintenance.
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Ablility to travel up to 30 - 40%.
Base compensation ranges from $210,000.00 to $250,000.00. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for discretionary bonus consideration.
Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.
Since this job will be based remotely, all interviews will be conducted virtually.
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