Address
SalaryInovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.
Overview: Vice President (VP) Customer Support & Process leads and sets the strategy for the Customer Support contact center, department wide new hire training and onboarding, quality audits and continuous process and efficiency improvement. VP must provide leadership across the Customer Operations group and management for the Customer Support teams and processes.
The VP will serve in a key leadership role as a member of the business unit leadership team responsible for delivering an industry-leading customer service experience with our clients. The VP will bring success in project leadership and successful delivery and customer retention and satisfaction. This individual will have responsibility for all day-to-day Customer Support delivery; process quality and effectiveness; new hire onboarding and function automation. This role is responsible for ensuring a best in class team is recruited, developed and engaged while providing innovation in the business unit's approach to support the growth strategy. The VP will oversee each of these functional teams, will work with counterparts within the BU and Inovalon to align our capabilities, and will provide strategic guidance to enhance the business unit's service and process performance and customer relationships.
The VP works closely with the BU President & GM, SVP of Product and SVP of Customer Operations, SVP of Sales and their direct reports to strategically align personnel with the company goals/objectives. The VP is responsible for leading corporate strategic and tactical initiatives regarding long term customer retention and growth.
The VP is involved in routine interactions and is engaged with the broader Inovalon Company as it relates to provider customer experience and delivery strategy. This role serves in a leadership role within the business unit and is directly involved in all key organizational strategy and decision-making.
Duties and Responsibilities:
- 1) Develop and maintain "expert-level" knowledge regarding products, services, capabilities, infrastructure, and operations of Employer and its affiliates, the marketplace, competition, strategic positioning, threats and direction to achieve optimal insight and success with respect to Employer's (and those of its affiliates) products, services, capabilities, support, functionality requirements, and financial performance;
- Lead, drive and ultimately be responsible for, all planning, implementation, execution, and successful achievement of Customer Support, process improvement & optimization, new hire onboarding and internal quality audits
- Develop, implement and manage the annual budget in conjunction with the President and Finance team; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;
- Provide effective and inspiring leadership for the Plan & Deliver team and across the organization as appropriate;
- Provide oversight and leadership of a team of technical support, process optimization analysts, quality auditors, trainers and instructional designers and trainers; and work cross-functionally across operations for the optimal customer experience;
- Provide oversight and leadership to the process optimization and automation strategy, driving its execution beyond the day-to-day oversight;
- Lead and direct cross functional leaders and teams in manner that fulfill customer satisfaction and achieves customer retention;
- Provide assistance to the Human Resources organization to address needs across the Provider Business Unit driving employee satisfaction and growth;
- Participate in executive oversight and steering meetings with customers;
- Maintain compliance with Inovalon's policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.
Job Requirements:
- Minimum of 12 years of experience and a track record in senior program management;
- Minimum of 10 years of experience managing teams;
- Strong understanding of healthcare and Provider
- Excellence in organizational management with the ability to coach a senior-level staff member to manage and develop high-performance teams;
- Proven history of effective leadership in a matrix organization;
- Significant experience with strategic planning, execution, and tracking to identify both success as well as challenges to meeting objectives;
- Strong interpersonal and relationship building skills;
- Strong financial planning, budgeting and analysis skills;
- Customer-oriented mindset to ensure internal and external goals are aligned;
- Excellence in communication with customer executive management team as well as the internal management team; and
- Adept at creative thinking and problem-solving.
Education:
- BS/BA degree is required; and
- Advanced Degree preferred.
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Base Compensation Range
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
To review the legal requirements, including all labor law posters, please visit this link
