Associate Director, Shared Services

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

Job Description:

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Internal candidates are not required to relocate near an office.

The opportunity: The Associate Director of Shared Services leads our Enterprise Medical Intelligence (MedIntel), Health Information Management (HIM), and Quality & Control teams to build a best-in-class shared services operation. You’ll oversee the efficient intake and delivery of provider information, clinical data, and medical records while managing productivity with our Sun Life Global Services offshore partner.

How you will contribute:

• Ensure timely and secure access to health information for our clients and members. 
• Drive profitable growth and scale of shared services teams through skillful resource management, workflow optimization, and workload segmentation.
• Implement large-scale strategic initiatives to enhance workflows, productivity, and procedures across HIM, Medical Intelligence, and Quality & Training
• Establish and monitor key performance indicators (KPIs) to ensure service level agreements are met
• Lead key projects involving Salesforce, iMed, and automated credentialing tools
• Directs and provides guidance and technical expertise to shared services to deliver targeted results, ensure success, and achieve optimal outcomes
• Design and improve the end-to-end process for intake and delivery of provider information, clinical data, and medical records
• Ensures the organization’s operation is efficient, effective, and in compliance with all client, federal, and state requirements
• Coaches, mentors, and provides ongoing development and performance management of direct and indirect reports, fostering a culture of continues improvement
• Collaborates and fosters excellent relationships with internal stakeholders and external partners to enhance clients and members services (e.g., Comprehensive Member Services, Health Navigator, Claims, and Clinical)
• Leverage data analytics to identify trends, measure performance and guide strategic decisions
• Develops, supports, and executes IT and strategic business initiatives aligned with organizational goals
• Lead change management initiatives to support organizational transformation

What you will bring with you:

• 10 years in healthcare payor or insurance services
• 5 years of management experience in the insurance industry required
• Stop Loss, Payor, Clinical, or Insurance industry experience preferred
• Bachelor’s Degree
• Experience or qualifications in Lean methodology
• Experience in process / workflow building, operational improvement, and project management
• Experience working with product and data teams to create and improve processes
• Ability to build models to answer your own questions to form data-driven, concrete answers in a world with imperfect information
• Excellent critical thinking, problem solving, analytical, and decision-making skills; ability to plan, strategize and implement
• Excellent written and verbal communication skills

Salary:  

$99,000-$148,500

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions. 

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