SVP, Retrieval Operations

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

As the SVP of Retrieval Operations, you will be responsible for overseeing all aspects of the Offsite operations; the team, and vendors that are responsible for contacting Providers and scheduling and retrieving records through a variety of methods. You’ll ensure the delivery of exceptional customer service experiences, optimizing operational efficiency, and driving continuous improvement initiatives. You will play a pivotal role in developing and executing strategies to enhance customer satisfaction, increase productivity, and achieve business objectives.

You will:

• Develop trust-based relationships with cross-functional partners with a high say/do ratio
• Develop and implement short and long-term operations strategies and initiatives to achieve key organizational goals, drive growth, and enhance the overall performance of the Offsite retrieval operations.
• Oversee day-to-day retrieval activities, including inbound and outbound call handling, workforce management, and training 
• Partner with cross-functional teams to align Offsite retrieval operations with overall business objectives and priorities.
• Create a comprehensive strategy to manage the fluctuations of volume by balancing work between vendors and in-house processing. 
• Oversee all vendor management activities, including relationship management, expectations setting, quality control, and policy adherence. 
• Identify and leverage innovative technologies, tools, and systems to optimize call center processes, improve efficiency, and enhance the overall customer experience.
• Utilize data analytics and reporting tools to track key performance metrics, identify trends, and generate actionable insights to drive operational improvements and inform strategic decision-making.
• Ensure compliance with company and regulatory standards.
• Serve as a people leader focusing on developing direct reports through continuous feedback, fostering a culture of collaboration, accountability, and continuous learning.

What you will bring to the table: 

• Minimum of a Bachelor's degree in business, finance, analytics, healthcare delivery, public policy, or a related field is required. A Master's degree in a related field of study is preferred.
• Seven (7) or more years' experience in health plans, health technology for health plans, risk & quality at a plan or vendor, or a consultant in one or more of those areas.
• Strong analytical skills needed to prepare and analyze data to drive KPIs and process improvements within the department.
• Strong leadership and management skills to directly manage a team/department.
• Strong communication skills; ability to present information concisely to multiple organizational levels including the Board of Directors
• Demonstrated ability to develop and execute strategic plans, drive operational excellence, and achieve measurable results.
• Proven track record of driving continuous improvement and fostering a culture of innovation and excellence.
• Must be able to travel a minimum of 50% of the time (more travel may be required at times)
• Must have experience with the annual retrieval lifecycle, including MRA and HEDIS season

Bonus points if:

• Product experience

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally