Title: Vice President, Service Delivery “Coaching Centers”
Department: Service Delivery
Reports To: SVP, Client Operations
Location: Boston/extensive travel to regional sites. Other sites may be considered
Company Overview:
Health Dialog is a rapidly growing health care company that is improving the appropriateness of medical care by helping patients actively participates in medical treatment choices. Its unique business model is reinventing the way individuals and their health insurers manage care. Health Dialog is led by a highly experienced group of business and health policy leaders.
In April 2006, named by Boston Business Journal as “One of the Area’s Fastest Growing Private Companies” list. In November of 2005, named by Inc. 500 list of “Fastest Growing Private Companies” for the third year in a row.
Position Description
Leadership of five Coaching Centers utilizing a primary coach model by health care professionals trained and certified in Shared Decision-Making® methodology. Responsible for improving health coaching results through tighter, seamless integration with client resources, community programs, and our health coaching resources.
Primary Responsibilities
·Leadership: Develop and implement strategies and plans to lead team that is responsible for Health Dialog’s Coaching Centers located in Manchester, NH Portland, ME Phoenix, San Antonio and Denver. Identify and develop staff to facilitate growth and expand staff capabilities.
·“Customer satisfaction”: Lead efforts to ensure that the Coaching Center performance exceeds client expectations regarding program effectiveness and coaching interactions effectiveness.
·Operational management: Analyze data to measure and improve operations including effectiveness and efficiency. Manage overall Coaching Center staffing, capacity and operations for inbound and outbound telephonic coaching services to ensure service levels and value expectations are met. Improve the integration of Service Delivery with internal functions including Client Services, Analytic Services, Provider Services, Online Services and IT. Evaluate current procedures and practices for accomplishing continuous process improvement for Coaching Center activities and functions.
·New business: Plan, develop and implement Service Delivery for new clients
·Coaching Center project management: Lead coaching center efforts to implement new capabilities (e.g., new technologies, new processes, new products)
·Participate in the feedback process with clients and participants, as appropriate
Qualifications
• Proven record of success at a Sr. level within a healthcare and/or call center environment
• Demonstrated ability to build and mentor call center operations
• Exceptional leadership skills in an entrepreneurial and agile culture
• Ability to interact with customers at all levels including senior medical executives
• Minimum of a Bachelor’s degree, Master’s degree desirable
• Strategic thinker with analytical and problem solving skills with excellent communication skills
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