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Senior Client Operations Manager

Apply Job ID 17891 Date posted Sep. 17, 2020 Location Remote Full Time / Part Time Full time (FT)

Quad/Graphics

QuadMed's dedicated health professionals focus on wellness and prevention, putting the patient at the center. Working as a team, we deliver high quality, integrated care while controlling ever-growing costs. QuadMed is an innovative leader in employer healthcare solutions, one of the fastest growing providers in the country. In partnership with our patients and the companies we serve, our mission is to create a culture of health.


GENERAL PURPOSE OF JOB 

This position is responsible for managing both operations and client accounts to ensure superior client and patient satisfaction and operational effectiveness. This individual will be the key integrator between the client, shared services, clinical quality and day to day operations. This position requires a flexible work schedule with the need to travel to visit clients, onsite health and wellness centers and direct reports. 

KEY RESPONSIBILITIES 

  • Manage and mentor Health Center Manager to ensure employee engagement and client satisfaction. 

  • Develop strategy and framework to collaboratively engage clients in creating joint solutions aligned to the client life cycle.   

  • Work closely with clients to promote and retain positive client relationship.  Generally, will support client(s) expecting complex strategic planning and execution 

  • Identify opportunities for expansion of new or existing service offerings and provides guidance for the integration of services. 

  • Partner with the Client Operations Directors to establish 1/3/5-year key account plans for client 

  • Complete clinic labor checklist, invoice approval, KIS process and monthly reports 

  • Develop client budget in partnership with the Client Operations Directors 

  • Accountable for client open issue list, Salesforce and performance guarantees 

  • Responsible for the achievement of all established benchmarks on metrics 

  • Responsible for clinic operations and is able to execute on strategies, budgets and deliverables 

  • Coordinate and communicate across remote sites and shares best practices with peers. 

  • Responsible for client and/or site meetings, including all report outs, RFPs, and overall client-centric business metrics  

  • Evaluate all QuadMed programs in relation to overall client scorecard and ensures that each program performs and delivers on expected ROI.  

  • Promote, enable, and execute on continuous improvement activity within the organization and is accountable for outcomes 

  • Travel is required  

JOB REQUIREMENTS 

Appropriate education and/or experience may be substituted on an equivalent basis 

Education:  

  • A Bachelor’s degree in Business, Management, Healthcare Administration, Nursing or related field required 

  • A Master’s Degree or higher level degree preferred 

  • A clinical degree (LPN, RN, BSN, APP) preferred 

Experience:  

  • Minimum 8 years clinic/practice management experience required 

  • Extensive experience in an account management capacity AND in an operational capacity with proven track record of success balancing the needs of both successfully required  

  • Clinical experience in any capacity preferred 

  • Leadership experience with multiple locations, states, diverse departments preferred 

Certificates, Licenses, Registrations:  

  • CPR certification required for those with a nursing degree 

Knowledge, Skills & Abilities:  

  • People leadership-build a strong sense of common purpose aligning with mission and vision, across all work groups. 

  • Superior strategic thinking and execution-identify key relationships outside of area of responsibility initiating and improving to attain area and organizational goals 

  • Advanced business acumen to help drive client strategy solutions for health plan initiatives utilizing QuadMed services 

  • Extensive health care knowledge and expertise with ability to understand client’s business and healthcare relative to QM’s core competencies  

  • Relationship building-act as a trusted advisor and inspires confidence to support the objectives of QuadMed and client success. 

  • Possess excellent oral and written communication skills along with the ability to listen, understand and influence. 

  • Project management- champion organizational innovation and improve innovation capabilities across the team 

  • Understand and support the primary care physician model and have an overall knowledge of clinical services and the ability to evaluate overall clinical services as it relates to operations, revenue, quality, care delivery, and compliance required. 

  • Ability to respond effectively and meet time deadlines and perform effectively and decisively under pressure. Must have a proven track record of being self-motivated and successfully managing multiple projects within deadlines. 

  • Possess strong computer skills including experience with MS Word, Excel and Power Point. 

Additional Company Information 

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

QuadMed and Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. QuadMed and Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. QuadMed and Quad also prohibits harassment of applicants and employees based on any of these protected categories.

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