Senior Director, Retrieval Operations – Call Center, Workforce Operations

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $181.3k - $200k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 4%

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Datavant

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 $40M Series B on 2020-10

Healthcare • Consulting • Healthcare Insurance

Datavant is a company that provides a platform and network focused on making health data secure, accessible, and usable across the healthcare ecosystem. With a focus on data connectivity and interoperability, Datavant facilitates the movement of healthcare records across a vast network of organizations, including hospitals, clinics, health systems, and data partners. Their suite of products and solutions covers areas such as health data exchange, data transformation, and privacy compliance, serving various clients including health plans, healthcare providers, life sciences, and government organizations. Datavant's mission is to advance human health through improved data exchange and analytics.

📋 Description

• Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning • Lead onshore and global provider outreach performance, establishing accountability for productivity, retrieval outcomes, quality, service, compliance, and cost • Set outreach strategy across agent-led, AI-enabled, and other channels • Lead call center transformation with Product and Engineering, including automation, agent workflow improvements, AI, self-service, and workforce technologies • Own adoption of new tools and workflows and measure their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve • Lead and develop call center and Workforce Management leaders • Translate retrieval targets and demand into outreach volumes, staffing requirements, and weekly operating plans • Own demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management • Establish forecasting and capacity-planning standards and governance • Optimize provider outreach, staffing, scheduling, and workflows • Provide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement • Establish integrated performance models across onshore and offshore operations • Manage operating plans, budgets, vendor spend, unit economics, and cost-to-serve • Advise executive leadership and partner across Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology • Lead organizational change and establish standardized, scalable practices across geographically and culturally diverse teams

🎯 Requirements

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be considered in lieu of a degree • At least 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related field • At least seven years of people-leadership experience, including experience leading directors, senior managers, or other leaders of complex operational functions • Senior leadership experience overseeing large-scale onshore and offshore call center operations or global business process outsourcing partnerships • Demonstrated success setting an operating strategy and leading call center transformation, including adoption of automation or AI-enabled workflows with measurable operational results • Healthcare industry experience, preferably within medical-record retrieval, payer operations, health information management, or another regulated environment • Deep expertise in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive-capacity management, quality assurance, and performance optimization • Demonstrated success establishing integrated performance models, KPIs, SLAs, forecast-accuracy standards, vendor scorecards, governance practices, and corrective-action programs • Proven ability to improve outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs • Strong financial and analytical acumen, including experience with unit economics, cost-to-serve, budgets, vendor spend, business cases, and plan-versus-actual performance • Experience leading strategic vendor relationships, including contract and performance negotiations, executive business reviews, risk management, and improvement planning • Experience using business-intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality, telephony, CRM, or omnichannel technologies • Executive presence and strong communication, change-leadership, and partnership skills, with the ability to influence senior leaders and translate complex operational and financial insights into action • Ability and willingness to travel up to 20%, including international travel • This job is not eligible for employment sponsorship

🏖️ Benefits

• Total rewards strategy • Post-offer health screenings and vaccinations as required by clients • Reasonable accommodations for individuals with physical and mental disabilities • Equal Employment Opportunity workplace • International travel opportunity up to 20%