Director of Operations

Application deadline date has been passed for this Job.
This job has been Expired
Full Time
  • Post Date: April 6, 2020
Job Description

Job Title:


Director of Operations


Job Title this Position Reports to:


VP, Insurance Services


Department/Business Group:


Product and Service Delivery




The Director of Operations will be responsible for direction and management of the back office operations for Medicare Advantage, Part D, MA-PD, or EGWP client programs for Convey Health Solutions. This includes analysis of targets and results in order to ensure that plans meet all Service Level Agreement metric goals and provide consistent, high quality service. Maintaining appropriate staffing levels consistent with budget levels, monitoring the Quality Assurance process in order to ensure a high level of customer satisfaction. Responsible for the hiring, training, and professional development of a staff of up to 4 Operations Managers with each Operations Manager responsible for up to 4 Supervisors.



  • Deep operational foundation in Medicare Advantage, Part D, MA-PD, or EGWP client programs;
  • Solid understanding of P&Ls and ability to build complex spreadsheets to support financial/operational analysis;
  • A strong operator and an aptitude for continual process improvement;
  • Passion for building teams and developing people;
  • Proven ability to quickly gain rapport and build lasting relationships;
  • Very strong project management skills with a knack for keeping internal and external stakeholders on track
  • Low self-orientation, team player;
  • Transparent, unpretentious, down-to-earth approach to relationships;
  • Good natured manager with high external composure and internal grinder mentality;
  • Forward thinker and a lifelong learner;
  • Unique ability to be highly analytical and strategic yet also flexible and entrepreneurial;
  • Excellent written communication and presentation skills;
  • Impressive relationship building and public speaking skills;
  • Strong sense of purpose, sense of urgency and ownership mentality;
  • Sense of humor and doesn’t take themselves too seriously;
  • Natural listening skills and the ability to influence and collaborate at all organizational levels;
  • Very strong organizational skills.
  • Ability to write routine reports and correspondence.OTHER DUTIES AND RESPONSIBILITIES 
    • Become so valuable to the client’s day-to-day operations that they see you as a true extension of their business;
    • Utilize analytical skill set in bringing relevant ideas to accounts as a means of driving innovation as well as basic incremental improvements;
    • Review operations and performance with site directors and managers to guarantee success in meeting all operational effectiveness and efficiencies measurements;
    • Collaborate with Finance and Client Directors to ensure proper forecasting in order to drive profitability of accounts while managing attrition, absenteeism, etc.
    • Collaborate closely with Client Directors to ensure Service Level Agreement s(SLA) are being met;
    • Collaborate closely with all Operations, Workforce Management, Quality Assurance, and Learning & Development Managers/Supervisors to ensure Agents’ on-going compliance to new/modified processes;
    • Day to day operations responsibilities, including but not limited to the escalation of issues with speedy and accurate resolutions;
    • Prepare reports as requested by management as well as special projects as assigned;
    • Understand CMS Regulatory Guidance.








    _­­­___        This position has no supervisory responsibilities

    ____        Provides work direction only

    _X__        Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline and discharge, etc.


    Positions supervised (identify positions reporting directly to this position)


    Title: Operations Manager___                                       Apprx. Number in Position: ___4____

    Title:_________________________                                  Apprx. Number in Position: ________

    Title:_________________________                                  Apprx. Number in Position: ________

    Title:_________________________                                  Apprx. Number in Position: ________



Education and Experience – Required education, training, licenses, accreditation or certification and number of years and type of directly related experience. If applicable, please identify if an alternate “equivalency” of a combination of education and experience is sufficient.


Degree __Bachelor’s_______________________ Preferred major/area of study ______________________


Number of years of supervisory/management experience (if any) ______5______________


Number of years of experience __5______

Type of experience


Bachelor’s degree required, master’s degree (MBA) preferred; plus a minimum of five years related experience in researching complex problems, understanding and communicating technical subjects and documenting policies and procedures, or equivalent combination of education and experience. Supervisory experience required. Experience working with Medicare and/or other government systems preferred or any equivalent combination of related training and experience.


Knowledge, Skills, and Abilities:


  • Requires excellent management skills.


  • Ability to provide clear and accurate information and follow up when necessary


  • Ability to multi-task – effectively self manage time and multiple projects simultaneously with strong attention to detail.


  • Ability to solve problems – identifies and resolves problems in a timely manner, gather and analyze information skillfully, develop alternative solutions, work well in group problem solving situations, and use reason even when dealing with emotional topics.


  • Requires technical skills – Assess own strengths and weaknesses, pursue training and development opportunities, strive to continuously build knowledge and skills, and share expertise with others.


  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.


  • Ability to write routine reports and correspondence.


  • Ability to speak effectively before groups of customers or employees of organization.


  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.


  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.


  • Ability to deal with problems involving several concrete variables in standardized situations.


  • Skill in dealing politely, tactfully and firmly with a wide range of people and personalities.


  • Skill in communication and interpersonal skills sufficient to exchange or convey information
  • and to receive work direction.


  • Skill in organizing and prioritizing tasks.


  • Knowledge of business English grammar, spelling and composition.


  • Knowledge of business etiquette.


  • Must be able to operate computer, calculator, copier, fax machine, phone and other office equipment.


  • Must be able to multi-task and think quickly.


  • Ability to communicate well orally and in writing in the English language.


  • Ability to analyze data and prepare reports.


  • Ability to understand and carry out complex oral and written instructions.


  • Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others.


  • Ability to work in an environment with many interruptions.


  • Ability to be flexible and juggle many assignments or projects at the same time.


  • Working efficiently in a stressful environment.



Computer Equipment and Software Requirements:


This position requires the ability to work with a personal computer in a Windows environment. Must be proficient in Word, Excel, and database software.





  1. Most tasks are performed in a standard office environment; however, when not in the office environment, tasks may be regularly performed with exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, snow, fumes, heights, temperature extremes, noise extremes, machinery, vibrations, electric currents, traffic hazards, explosive hazards, toxic agents, radiation, disease, pathogenic substances, vermin or insect infestation, violence, gang or criminal activity.


  1. The normal work routine involves no exposure to blood, body fluids, or tissues (although any work environment presents some small risk of exposure to body fluids). Individuals who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid. The normal work routine may involve tasks that involve handling implements or utensils, the use of public or shared bathroom facilities or telephone and personal contacts such as handshaking.




This job description is intended to describe the typical duties and responsibilities associated with the identified job. It does not include all duties and responsibilities of the position. The Board of Directors or Company officers may assign additional duties that are not listed in this job description. The order in which duties and responsibilities are listed does not necessarily reflect their relative importance.