Director, Technical Operations

Position Summary

The Director, Technical Operations provides daily leadership and management to Eligibility, Enrollment, Print and Office Support team(s) in assigned location(s), in accordance with Company guidelines, client needs, and regulatory requirements.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Provides daily leadership for Eligibility, Enrollment, Print and Office Support management teams in assigned location(s) consistent with Company values and mission.


* Develops and implements tactical plans to enhance operations and service delivery to improve client retention and profitability.


* Implements and monitors internal systems, policies, and procedures to ensure operations are in compliance with client needs, new developments, regulations, reporting requirements, and to maintain the highest professional customer service and technical standards.


* Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.


* Provides management oversight ensuring appropriate quality and production service level agreements are consistently met.


* Develops staff through performance management, goal setting, training, and effective employee relations, and develops and manages plans to address underperformance.


* Monitors incoming and outgoing eligibility manual and electronic workflows to ensure consistent, accurate and timely service delivery expectations are met.


* Oversees Print operations and ID card management for inhouse print and card services.


* Direct Scanning and Office Support functions to operate with maximum efficiency.


* Partners with stakeholders remediate escalated participant issues, implement plan changes, and attend to other client needs, such as implementation of new clients.


* Maintains communications and effective working relationships with management and staff as well as clients, government agencies, unions, participants, attorneys, and consultants.


* Provides input into departmental budget and oversees expenses to ensure efficient operations within budget guidelines.


* Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.


* Performs other duties as assigned.

Minimum Qualifications


* Bachelor's degree in a business-related field.


* Ten years of management experience in customer centric operations in a third-party administrator or insurance environment.


* Working experience with operational functions related to eligibility, EDI, print, mail and office support.


* Experience with metrics and analysis, staffing models, and workforce management.


* Strong business acumen and a good understanding of business strategy in insurance or related industry.


* Ability to effectively assess the long-term and short-term implication...