VP of Operations
Company: Healthcare/Hospitals/Clinics, Boston, MA
Posted on: May 20, 2019
The Vice President of Operations (VPO) serves a key role on the ROI
operations leadership team while providing assistance in
establishing and delivering on the region’s organizational
strategic plans. The position provides direction, leadership and
management to the ROI Operations team including Regional Directors,
Operations (RDO), Sr. Manager, Operations (SMO) and Regional
Manager, Operations (RMO). This position is also responsible for
establishing and maintaining communication with new and existing
customers to establish and maintain Company services.
Responsibilities Leadership Responsibilities Responsible for member
retention and quality, to include visiting member facilities on a
o Will have a comprehensive understanding of all product lines and
will be responsible for ensuring that RDOs, SMOs and RMOs are
trained on all products and services.
o Will have a comprehensive understanding of how to optimally use
Company technology at our top three (3) client facilities.
o Ensure ongoing communications with HIM Directors or contact
person via phone are made in accordance with Company’s Total
Quality Management process.
o Meet with HIM Directors and/or Facility Administrators to discuss
service levels and negotiate service agreements on a regional
o Strong utilization of SalesForce to include monitoring and
documenting member information.
o Review, assess and provide resolution to all negative and neutral
customer services surveys.
o Maintain frequent contact with all levels of the ROI Operations
o Ensure frequent phone contact is made between each ROI Specialist
and their managers/supervisors.
o Provide exceptional time management skills to include being
mindful of meeting deadlines, responding timely to emails and phone
o Analyze monthly regional budgeting and accounting reports to
include Cognos to maintain adherence to annual budget and
expenditure controls with emphasis on sales, compensation and site
o Analyze reports to ensure appropriate monitoring of financial
performance and quality and explain any variances in financial
o Complete a minimum of 25 QI’s with top accounts per year per
region and visit as appropriate.
o Attend and participate in annual state association meetings.
o Oversee employee management to include, hiring, training,
motivating, coaching, developing, disciplining, and terminating of
associates within the reporting structure.
o Organize and conduct at least one quarterly onsite customer
meeting per region covering Company offerings, customer
satisfaction level and industry trends.
o Stay abreast of current and pending laws and regulations
pertinent to the industry.
o Leads initiatives such as Company technology deployment and
support strategies, training requirements and execution, and
technical support processes to improve productivity, customer
retention and reduce labor and material expense.
o Deliver service contribution margin targets by optimizing service
capabilities and variable cost productivity initiatives.
o Support a service operations environment that focuses on customer
satisfaction through service delivery excellence and Quality
o Review and follow up on metrics on field service profitability to
o Maintain daily contact with the field Executive Management
o Ensure timely delivery of reports for each location.
o Monitor revenue and expense to improve Gross Margin and make
necessary changes for continuous improvement.
o Provide support and final decision making on service and
o Responsible for upholding security and confidentiality
regulations, and facility policies and procedures for access and
review of all medical records.
• Customer Service Skills
o Meet with Directors, Administrators, or COO’s to discuss service
o Provide quality service to ensure 100% member retention;
Quarterly Member consults with facility/site management.
o Customer Retention and Satisfaction.
o Organize and conduct at least one monthly onsite customer meeting
per region covering customers’ satisfaction level.
o Ensure weekly staff meetings are held at each location.
• Performs other duties as assigned. Qualifications • Four year
degree in business or related field and/or minimum of 7 years of
work experience in the Healthcare field
• RHIT or RHIA certification, preferred
• Knowledge of HIM Services (coding)
• Demonstrated ability to lead people and get results through
• Ability to organize and manage multiple priorities
• Problem analysis and problem resolution at both a strategic and
• Excellent interpersonal and communication skills
• Must have valid driver’s license
• Driving record and Proof of Insurance that is acceptable per
company’s driver policy
Keywords: Healthcare/Hospitals/Clinics, Boston, MA, Malden , VP of Operations, Executive , Boston, Massachusetts
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