Vice President of Member Access

Overview:

At Groups, the Vice President of Member Access will be responsible for driving exceptional customer service, operational efficiency, and high quality care delivery for Member Access (Recovery Access Center + Admissions) at Groups. The VP of Member Access will be responsible to deliver Clinical, Medical, Financial and Operational performance for Member Access functions across the organization. They will work cross-functionally with other departments to drive continuous improvements, implement best practices, and ensure a top-tier new member experience. This role reports to the SVP, Operations.

Essential Functions: 

• Responsible for overseeing the overall strategy, performance, and growth of high-volume prospective member call center and admissions team
• Establish and oversee key performance indicators (KPIs) to measure the success of Member Access operations, with an emphasis on clinical/medical quality, member satisfaction, and member engagement into the ongoing care model
• Work with senior leadership to ensure Member Access strategies are scalable and responsive to regional needs, member focused initiatives, and industry trends in SUD care
• Work closely with senior leadership, including clinical/medical and operational teams, to design and refine workflows that optimize Member Access while ensuring alignment with clinical/medical priorities
• Be proactive and strategic in how we can evolve our Member Access function to best fit the evolving needs of the company, the industry, and our members, working closely with leadership
• Utilize data and analytics to identify trends, monitor performance, and continuously improve efficiency, productivity, and service quality for all Member Access functions. ● Develop and manage the Member Access operating budget, ensuring cost-effective use of resources while maintaining service levels, operational performance and clinical excellence
• Provide regular reports to senior leadership on Member Access performance, including trends, challenges, and opportunities for improvement
• Work closely with other departments (e.g. Marketing, Finance, Care Delivery TeamOperations) to ensure alignment on Group’s initiatives and goals
• Ensure compliance with all state, and federal regulations, including healthcare industry standards such as HIPAA, CMS regulations, and accreditation requirements ● Support integration and optimization of Member Access systems (e.g., Electronic Health Records (EHR), IVR system and CRM tools) to improve the coordination of care and member engagement.
• Provide strong leadership and mentorship to Member Access Leadership teams (which includes operational, clinical, and medical staff), ensuring they are effectively managing their teams and achieving desired outcomes. 
• Lead, mentor, and manage a high-performing team focused on Member Access, including hiring, training, and development.
• Foster a culture of engagement, motivation, and accountability, driving high levels of employee satisfaction and retention

Knowledge, Skills and Abilities: 

• Commitment to Groups’ mission and values
• Strong leadership and team management skills, including the ability to motivate and develop staff in a remote environment
• Previous experience managing both operational and clinical teams, driving collaboration, communication and coordination.
• Strong communication skills: you have the ability to simplify and convey complex information; you know how to facilitate the flow of information across a distributed team; and you are confident and articulate
• Proven ability to balance focus on existing business performance: strong project management skills, can aggressively manage priorities and time; and ensure follow-through
• Knowledge of addiction recovery support services and familiarity with opioid use disorder treatment
• Knowledge of relevant laws, regulations, and accreditation standards ● Exceptional and versatile problem-solving skills with the ability to thrive in high-stress, fast-paced situations
• Strong interpersonal skills: you engage people in a caring, authentic way; you know how to give thoughtful, actionable feedback; you know how to influence people and get the best out of them
• You know how to manage communication effectively across a large, dispersed team, and are comfortable representing the organization to external audiences ● Highly organized, able to multitask, and easily adapt and respond to change ● Strong IT skills including Google Apps
• Ability to use discretion and work independently
• Ability to understand and adhere to the Professional Code of Conduct

Qualifications & Requirements:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field (Master’s preferred).
• 10+ years of experience in healthcare operations, customer experience, or a similar field, with at least 5 years in a senior leadership role.
• Strong leadership skills with the ability to inspire and lead teams, while also working collaboratively with cross-functional groups.
• Access to reliable internet and telephone services, specifically 40M download and 10M upload package or higher as well as a strong WiFi signal from your remote work location
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening. Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, CPR/Basic First Aid and license/credential verifications