VP, Healthcare Customer Operations

The Vice President of Healthcare Customer Operations is responsible for optimizing and streamlining the customer journey within the healthcare vertical. This position involves managing critical customer touchpoints, ensuring efficient coordination between various teams, developing governance related to customer excellence, and implementing strategies to measure and enhance the overall customer journey. This role requires a blend of leadership, analytical thinking, and operational expertise to drive continuous improvement and cross-functional collaboration in exceeding customer expectations. Key areas of focus include onboarding, data governance, process improvement, customer service metrics, and Voice of the Customer (VOC) initiatives.
This executive plays a vital role in ensuring seamless customer interactions and driving operational excellence throughout the customer lifecycle.

With a vision centered on customer excellence, the VP will drive continuous improvement and innovation by reducing friction and enhancing high-value touchpoints. This executive will engage with internal and external stakeholders, be integral to the company's aggressive growth strategy, and lead change initiatives.

Primary Accountabilities:
Strategic
● Identify Pain Points: Work with appropriate teams to address issues and improve the overall customer experience.
● Friction-Reduction Projects: Develop and lead initiatives that align with strategic goals and deliver value to current and future customers.
● Solution Delivery: Determine the most effective ways to deliver comprehensive solutions to identified market problems, analyzing whether to build, buy, or partner.
● Collaboration with Leadership: Align customer operations with company strategy through effective collaboration.
● Customer Advocacy: Act as the customer advocate within the organization to prioritize their needs.
● Operational Insights Presentation: Present insights and VOC trends to the executive team and board.

Operational
● Insight Generation: Standardize processes and set Standard Operating Procedures to gather and synthesize internal and external inputs for business planning.
● Success Metrics: Build a framework to track key customer success metrics, including cost, features, and reliability.

● Cross-Department Coordination: Lead and engage in preparations across departments for ensuring seamless customer experiences including but not limited to contracting inputs, on-boarding and product enhancement and development.
● Onboarding Oversight: Oversee the customer onboarding process to ensure smooth transitions, driving engagement and satisfaction.
● Time-to-Value Improvement: Lead initiatives to improve time-to-value for customers.
● VOC Program Leadership: Champion the VOC program by collecting and acting on customer feedback.
● Feedback Mechanisms: Develop tools like NPS and customer surveys to inform strategic decisions.
● Integration with Product Teams: Ensure customer feedback influences product development and service improvements.
● Continuous Improvement Initiatives: Lead efforts to identify bottlenecks and drive process optimization using methodologies like Lean or Six Sigma.
● Operational Efficiency Monitoring: Streamline workflows to enhance operational efficiency and customer satisfaction.
● KPI Management: Define and manage KPIs for customer service, including response times and overall satisfaction.
● Reporting Mechanisms: Implement robust reporting to track customer interactions and performance.
● Proactive Insights: Use data to identify areas for improvement in the customer experience.

Analytical
● Workflow Establishment: Establish effective workflows for delivering data to stakeholders, covering usage data and customer satisfaction metrics.
● Data Governance & Policy Implementation: Establish and manage customer data governance policies to ensure data quality and accuracy.
● Service Level Standards: Standardize service levels in contracting, enhancing efficiency.

Technical
● Feasibility Assessment: Assess technical feasibility and trade-offs to prioritize VOC and metrics.
● Collaboration with Product: Work with Product to establish budgetary estimates and ensure resource allocation aligns with timelines and budget goals.

Leadership
● OKR Establishment: Set strategic team-specific Objectives and Key Results (OKRs) and evaluate initiatives to achieve these outcomes.
● Communication: Engage regularly with team members, leadership, and key stakeholders regarding

Health Care Customer Excellence strategy to foster motivation.

● Idea Advocacy: Encourage a culture of respect and idea-sharing while advocating for the best solutions.
● Core Values: Model core values and guide team development.
● Talent Acquisition: Recruit, interview, hire, and train team members, ensuring alignment with departmental goals as needed.
● Workload Management: Plan, assign, and direct workloads while facilitating performance management and career growth.
● High-Performing Team Management: Lead and mentor a team of customer operations professionals.

Required Qualifications:
● Education: Bachelor’s degree in Business, Healthcare Administration, or a related field; Master’s degree preferred.
● Experience: 10-15 years in customer operations or a similar role within healthcare or technology, with at least 5 years in leadership.
● Skills: Deep understanding of healthcare operations and customer data governance best practices; proven process improvement experience; strong analytical skills; exceptional communication and stakeholder management.
● Certifications: Lean, Six Sigma, or similar process improvement certifications are a plus.

Individual Competencies:
● Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth. Follows through on commitments and agreements; Respects confidentiality; Maintains confidentiality regardless of pressure from others.
● Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
● Innovative: Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures or technologies.
● Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
● Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
● Communication: Giving and receiving messages and information in written, oral, and visual formats concisely for a complete understanding of meaning and intent.
● Collaboration: Works collaboratively with others to achieve group goals and objectives.
● Effective Execution: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

Leadership Competencies:
● Career Management: Uses effective career management tactics, including mentoring, professional relationships, and feedback channels.
● Coaching: Guides, develops, empowers, and motivates associates to meet the organizations goals while preparing the team to win.
● Building Collaborative Teams: Builds productive and cooperative relationships to facilitate team effectiveness through the understanding and utilization of individual strengths, behaviors, and personalities to achieve team goals and organizational success.
● Vision and Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global
environment.
● Change Management: Acts as a catalyst to change by using effective strategies to facilitate organizational change initiatives and overcome resistance to change.
● Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the
process, progress and results to hold self and others accountable for measurable actions and results.
● Influence: Persuades or convinces others to support an idea, agenda, or direction through establishing credibility, using data and facts for support, directly addressing a persons concerns or issues, and making connections while wielding power and authority in an effective and fair manner.
● Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.
● Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of
others.
● Quality Management: Leads and influences by example by following the principles of Quality
Management in the areas of customer focus, leadership, engagement, process, continuous improvement, evidence-based decision making, and relationship management.

The physical demands described here are representative of those that must be met by an associate to
successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Duties responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

While performing the duties of this job, the associate is:
● Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands
or arms.
● Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
● Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.
● Regularly required to view items at an extremely close range and must be able to adjust and readjust
focus.
● (Occasionally required to remain in a stationary position.

As an Inmar Associate, you:
● Champions Inmar’s Beliefs, Standards and Values fostering a positive, inclusive and high-performing workplace culture.
● Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-
term needs, requirements and exceed their expectations.
● Treat clients and teammates with courtesy, consideration and tact; you also can perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
● Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
● Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
● Understand that results are important and focus on turning mission into action to achieve results following the principles of agile, dynamic execution while consistently complying with quality, service
and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
● Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

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We are an Equal Opportunity Employer, including disability/vets.