Senior Vice President, BPO Operations and Implementation
HealthAxis Group
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Oversee day-to-day execution of all operational functions to manage, meet or exceed client expectations across all service lines.
- Provide hands-on planning and guidance to functional teams to meet deliverable requirements, SLAs and maintain customer satisfaction.
- Own Implementation Team delivery with focus on budget ownership, project planning, resource allocation, and delivery outcomes.
- Maintain, manage and meet departmental budgets for implementation and operational teams; align revenue targets with forecasted COGS.
- Optimize team structures and roles through offshoring, automation, and continuous process improvement.
- Create and empower agile, accountable teams fostering a culture of innovation, ownership, and problem-solving.
- Establish and maintain internal KPIs and SLAs that exceed client commitments leveraging real-time data.
- Continuously evaluate and implement efficient workflows, integrating technology and automation to enhance claims processing, call center performance, and enrollment functions.
- Lead outsourcing and offshoring strategy to create capacity, control costs, and scale operations.
- Drive deployment of agentic automation across operations, delivery, and implementation to eliminate inefficiencies and accelerate time-to-value.
- Ensure strict adherence to regulatory compliance and performance standards while delivering high-quality outcomes.
- Provide timely, transparent updates and reporting to stakeholders to support decision-making.
- Provide strategic insight and recommendations to the CEO and executive team on operational optimization, technology adoption, and fiscal accountability.
- Develop, monitor, and manage department budgets and forecasts; manage vendor relationships and performance related to operations and implementation.
- Collaborate cross-functionally to develop and implement operational, strategic, and technical enhancements that elevate service quality and customer experience.
- Lead, manage and hold teams accountable for results; perform other executive-level initiatives as assigned.
Requirements
- Bachelor’s degree in business administration, Program Management, or similar or related field.
- Proven experience managing complex BPO operations for healthcare payers, including claims, configuration, utilization management, call center, and enrollment services.
- Strong understanding of payer operations, industry regulations, and emerging technologies.
- Demonstrated success in managing large operational budgets, aligning revenue to COGS forecasts, and delivering measurable cost savings.
- Experience managing global/offshore teams and implementing outsourcing strategies to improve scalability and reduce costs.
- Deep expertise in automation and digital transformation, including deployment of agentic or intelligent automation platforms.
- Highly data-driven with ability to interpret operational metrics, performance reports, and financial forecasts to guide decisions.
- Demonstrated leadership in team transformation and building high-performing, client-centric teams.
- Strong interpersonal and communication skills; able to collaborate and present at all levels, including board and executive audiences.
- Strategic thinker able to balance long-term planning and immediate execution in a fast-paced, high-change environment.
- Self-motivated, results-driven, highly organized with strong problem-solving and decision-making abilities.
- Legal authorization to work in the United States without sponsorship (application asks this question and is required).
- As a remote employee, ability to provide high-speed internet, a quiet and private place to work, a desk, and a chair (application requirement).