Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Vice President of Member Operations will play a pivotal role in shaping and executing Ametros’ operational strategy to grow and scale operational teams to achieve key performance goals. Reporting to the COO, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center and production environments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming member’s settlement experiences.
RESPONSIBILITIES:
Strategic Leadership: Develop and execute operational strategies aligned with the company's goals, focusing on process improvement, KPIs, efficiency, and innovation.
Call Center Operations: Manage call center operations to deliver exceptional customer service and uphold service level standards
Team Leadership: Lead, mentor, and inspire the customer service, claims processing, and claims administration teams, fostering a culture of excellence, empathy, collaboration, and continuous improvement. Provide coaching and mentorship to staff to foster talent and grow the organization.
Operational Excellence: Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
Performance Analysis: Utilize data analytics to monitor operational performance, identify trends, and implement strategies for optimization.
Innovation: Foster a culture of innovation, encouraging the exploration of new approaches to improve operational efficiency and customer experience. Drive the design and enhancement of operational systems and technologies to support scalable growth.
Cross-Functional Collaboration: Collaborate with cross-functional teams, including IT, Engineering, Finance, and Compliance, to ensure alignment across departments.
Industry Awareness: stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes
Risk Management: Implement risk mitigation strategies and ensure compliance with industry regulations and company policies.
Sales Support: Support managing relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates
REQUIRED SKILLS/QUALIFICATIONS:
Bachelor's degree required; MBA preferred
15+ years’ experience in call center operations
7+ years working with a Health Plan / Payer
7+ years of experience in people management with demonstrated ability to recruit, manage and grow a high-performing team
Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback
Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.
Proficiency in call center, workforce, and claims processing systems.
Ability to develop business cases and financial models to support operational initiatives and investments.
Excellent written and verbal communication skills, including proficiency in developing and delivering presentations
Strong focus on continuous process improvement
Exceptional leadership qualities, including the ability to inspire and motivate teams to achieve goals and maintain high levels of employee engagement.
The estimated salary range for this position is $185,000USD to $220,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
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Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Vice President of Member Operations will play a pivotal role in shaping and executing Ametros’ operational strategy to grow and scale operational teams to achieve key performance goals. Reporting to the COO, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center and production environments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming member’s settlement experiences.
RESPONSIBILITIES:
Strategic Leadership: Develop and execute operational strategies aligned with the company's goals, focusing on process improvement, KPIs, efficiency, and innovation.
Call Center Operations: Manage call center operations to deliver exceptional customer service and uphold service level standards
Team Leadership: Lead, mentor, and inspire the customer service, claims processing, and claims administration teams, fostering a culture of excellence, empathy, collaboration, and continuous improvement. Provide coaching and mentorship to staff to foster talent and grow the organization.
Operational Excellence: Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
Performance Analysis: Utilize data analytics to monitor operational performance, identify trends, and implement strategies for optimization.
Innovation: Foster a culture of innovation, encouraging the exploration of new approaches to improve operational efficiency and customer experience. Drive the design and enhancement of operational systems and technologies to support scalable growth.
Cross-Functional Collaboration: Collaborate with cross-functional teams, including IT, Engineering, Finance, and Compliance, to ensure alignment across departments.
Industry Awareness: stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes
Risk Management: Implement risk mitigation strategies and ensure compliance with industry regulations and company policies.
Sales Support: Support managing relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates
REQUIRED SKILLS/QUALIFICATIONS:
Bachelor's degree required; MBA preferred
15+ years’ experience in call center operations
7+ years working with a Health Plan / Payer
7+ years of experience in people management with demonstrated ability to recruit, manage and grow a high-performing team
Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback
Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.
Proficiency in call center, workforce, and claims processing systems.
Ability to develop business cases and financial models to support operational initiatives and investments.
Excellent written and verbal communication skills, including proficiency in developing and delivering presentations
Strong focus on continuous process improvement
Exceptional leadership qualities, including the ability to inspire and motivate teams to achieve goals and maintain high levels of employee engagement.
The estimated salary range for this position is $185,000USD to $220,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer