Address
Form of workPosition Title:
Director Digital Operations
Job Description:
Director Digital Operations
Location: This position will work a hybrid model (remote and office). Ideal candidates will live in Rancho Cordova, CA, within 50 miles of one of our PulsePoint locations.
The Director of Digital Operations oversees a combined digital and operations unit and executes and supports strategies to deliver industry-leading digitized service results. This Director ensures streamlined operations, enhances customer satisfaction, mitigates risk through effective claims management, optimizes inventory to reduce costs, and fosters positive relationships with members, providers, and the Union, contributing to overall organizational success and sustainability.
How you will make an impact:
• Ability to oversee and improve service delivery performance and metrics for Member and Provider Services.
• Knowledge and proven track record managing oversight of Customer Service Survey performance metrics including, First Call Resolution, Net Performer Score, Member Satisfaction, Service Skills
• Perform quarterly staffing model reviews to improve efficiencies, staffing gaps, and budget requirements.
• Proven insight and awareness to manage effective performance metric standards for Average Speed of Answer, Abandonment Rate, Adherence, Average Handle Time, and Shrinkage rates.
• Enables the effective achievement of Digital Operations organizational objectives.
• Participates with peers and Digital Operations leadership to deliver on strategic plans and objectives.
• Provides a broad range of services needed by operational & technology teams to satisfy strategic initiatives and leads and executes strategic business transformation projects along with complex/new processes.
• Plans, directs, and controls the resources and efforts of a unit(s) within a blended Digital Operations organization.
• Effectively leads implementation/management of digitization initiatives that demonstrate understanding of current and future operational business processes that digitization does/can enable.
• Obtains resources (people, funding, material, support) to get things accomplished within units of responsibility.
• Mentation/management of digitization initiatives that demonstrate understanding of current and future operational business processes that digitization does/can enable.
• Ensures compliance with state and federal regulations.
• Directs multiple work functions/applications or major projects/programs with broad scope
• Ensures disaster recovery and business continuity plans are implemented, monitored, and updated on a recurring basis.
• Delivers operational guidance and offers system solutions that enable the operations of functional areas on a 24x7x365 basis. And/or provides oversight of transactional operations staff management, ensuring production levels and quality are maintained.
• Hires, trains, coaches, and evaluates the performance of direct reports.
• Manages across geographically diverse associates and vendor partners. Has fiscal responsibility for the unit budget.
Minimum Requirements:
Requires a BA/BS degree in Information Technology, Computer Science, or a related field of study and a minimum of 7 years of experience leading technology (application development, configuration, maintenance or implementation and support) teams and/or cross-functional projects (technology and operations) teams; with 5 years management and/or leadership experience; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities and Experiences:
• Deep knowledge and experience with the California market.
• Knowledge and experience with associates working in collective bargaining.
• Health insurance industry experience is strongly preferred.
For candidates working in person or remotely in the below location, the salary* range for this specific position is $132,000 to $237,600.
Location: California
In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, nondiscriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.
* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Job Level:
Director
Workshift:
Job Family:
IFT > IT Bus Systems Solutions Planning
Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.
Who We Are
Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.
How We Work
At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.
The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.
Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.
Director Digital Operations
Job Description:
Director Digital Operations
Location: This position will work a hybrid model (remote and office). Ideal candidates will live in Rancho Cordova, CA, within 50 miles of one of our PulsePoint locations.
The Director of Digital Operations oversees a combined digital and operations unit and executes and supports strategies to deliver industry-leading digitized service results. This Director ensures streamlined operations, enhances customer satisfaction, mitigates risk through effective claims management, optimizes inventory to reduce costs, and fosters positive relationships with members, providers, and the Union, contributing to overall organizational success and sustainability.
How you will make an impact:
• Ability to oversee and improve service delivery performance and metrics for Member and Provider Services.
• Knowledge and proven track record managing oversight of Customer Service Survey performance metrics including, First Call Resolution, Net Performer Score, Member Satisfaction, Service Skills
• Perform quarterly staffing model reviews to improve efficiencies, staffing gaps, and budget requirements.
• Proven insight and awareness to manage effective performance metric standards for Average Speed of Answer, Abandonment Rate, Adherence, Average Handle Time, and Shrinkage rates.
• Enables the effective achievement of Digital Operations organizational objectives.
• Participates with peers and Digital Operations leadership to deliver on strategic plans and objectives.
• Provides a broad range of services needed by operational & technology teams to satisfy strategic initiatives and leads and executes strategic business transformation projects along with complex/new processes.
• Plans, directs, and controls the resources and efforts of a unit(s) within a blended Digital Operations organization.
• Effectively leads implementation/management of digitization initiatives that demonstrate understanding of current and future operational business processes that digitization does/can enable.
• Obtains resources (people, funding, material, support) to get things accomplished within units of responsibility.
• Mentation/management of digitization initiatives that demonstrate understanding of current and future operational business processes that digitization does/can enable.
• Ensures compliance with state and federal regulations.
• Directs multiple work functions/applications or major projects/programs with broad scope
• Ensures disaster recovery and business continuity plans are implemented, monitored, and updated on a recurring basis.
• Delivers operational guidance and offers system solutions that enable the operations of functional areas on a 24x7x365 basis. And/or provides oversight of transactional operations staff management, ensuring production levels and quality are maintained.
• Hires, trains, coaches, and evaluates the performance of direct reports.
• Manages across geographically diverse associates and vendor partners. Has fiscal responsibility for the unit budget.
Minimum Requirements:
Requires a BA/BS degree in Information Technology, Computer Science, or a related field of study and a minimum of 7 years of experience leading technology (application development, configuration, maintenance or implementation and support) teams and/or cross-functional projects (technology and operations) teams; with 5 years management and/or leadership experience; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities and Experiences:
• Deep knowledge and experience with the California market.
• Knowledge and experience with associates working in collective bargaining.
• Health insurance industry experience is strongly preferred.
For candidates working in person or remotely in the below location, the salary* range for this specific position is $132,000 to $237,600.
Location: California
In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, nondiscriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.
* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Job Level:
Director
Workshift:
Job Family:
IFT > IT Bus Systems Solutions Planning
Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.
Who We Are
Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.
How We Work
At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.
The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.
Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.
