Chief Operations Officer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏢 Chief Operating Officer (COO)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

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Health Advocate

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Health Advocate is a company dedicated to making healthcare easier for organizations and their members. Utilizing a combination of personal support, data, and technology, they offer a whole-person approach to improve health outcomes, reduce absenteeism and presenteeism, and lower costs. Their services include health advocacy and navigation, clinical care management, emotional health support, and personalized well-being programs. Health Advocate caters to over 12,500 organizations, offering 24/7 support in over 250 languages and ensuring HIPAA compliance and NCQA certification.

📋 Description

• Lead member-facing service delivery operations and service excellence, reporting to the President • Direct contact-center healthcare benefits personnel delivering advocacy, benefits navigation, and health-advocacy services • Direct nationwide biometrics services, including onsite biometrics, vaccinations, and health fairs • Lead well-being program teams, including program coordinators and wellness coaches • Lead operational support teams covering training, quality assurance, and administrative support • Drive continuous improvement, best-practice implementation, reduced time to care, and improved member outcomes • Manage performance using KPIs and qualitative behavioral standards • Manage vendors critical to service delivery • Own financial responsibility for a multi-million-dollar Cost of Sales and SG&A budget • Represent Health Advocate with strategic clients and prospects and present its value proposition • Build and lead high-performing service teams, including coaching, collaboration, and upskilling • Collaborate with Product and Sales to define and implement new client solutions • Develop service strategy aligned with company objectives • Identify opportunities for business growth and operational efficiency • Communicate service initiative progress, impact, and benefits to stakeholders • Lead a distributed remote workforce through coaching, virtual quality monitoring, and engagement practices • Develop coaching, quality calibration, workforce planning, staffing, and career-pathing frameworks • Partner with HR and Talent Acquisition on hiring profiles, onboarding, and training curricula • Identify high-impact, low-investment initiatives and third-party acceleration opportunities • Develop performance measurement frameworks and analyze KPI data • Participate in proposals, RFP responses, pricing analysis, and proposal reviews • Assess, implement, and integrate operational technologies and vendor solutions • Monitor competitor and industry service-delivery benchmarks

🎯 Requirements

• Bachelor’s Degree required; Master’s Degree preferred • Equivalent work experience may also be accepted • At least 8–10 years of experience leading contact-center-based and field-based service operations • Preferably experience within the healthcare benefits, navigation, or advocacy industry • Proven record of service delivery excellence in a remote work environment • Experience managing budgets, forecasting, and analyzing trends • Experience negotiating service agreements and managing vendor relationships • Experience building workforce planning and staffing models, including forecasting, scheduling, and staffing ratios • Experience evaluating and implementing operational or service technologies and vendor solutions • Excellent leadership and people management skills • Experience building frontline coaching and quality calibration practices • Excellent communication and stakeholder management skills, including representing an organization to clients and prospects • Strong problem-solving and analytical thinking abilities • Keen attention to detail • Adaptability and sound business acumen • Ability to travel periodically to headquarters, client, or prospective client locations • Ability to perform typing, online virtual meetings, phone calls, individual meetings, reading, concentration, and verbal/written communication throughout the workday

🏖️ Benefits

• Training provided to do the job well • Supportive supervisors and staff • Opportunities for career growth and internal promotion • Remote work from home • Periodic travel opportunities to headquarters, clients, or prospective client locations as required • Reasonable accommodations for individuals with disabilities