VP of Operations, Central Shared Services

Datavant is a rapidly growing healthcare technology company with a mission to connect the world’s health data. By eliminating data silos in the healthcare industry, we aim to unlock opportunities to accelerate medical research, and help organizations design better ways to facilitate access, affordability, and quality of care leading to better patient outcomes. 

By joining Datavant today, you’re stepping onto a highly collaborative, fully remote team that is passionate about creating transformative change in healthcare. We look for people who are smart, nice and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team (no office locations) and we empower Datavanters to shape their working environment in a way that suits their needs -- learn more here!  

The Central Zone within Ciox Operations serves as the hub for processing support for internal and external clients.  In essence, we are an internal outsourcing organization.  Our role is to provide processing, customer service, back office and other support functions at the highest level of service to meet and exceed customer expectations.  The team works closely with multiple divisions within the organization and operates to break down boundaries with a “see a need, fill a need” passion. 

 You Will: 

• Will have a comprehensive understanding of all service lines and will be responsible for ensuring that regions employees are trained on all products and services.  
• Will have a comprehensive understanding of how to optimally use CIOX Health and Vendor technology to support service lines.  
• Ensure ongoing communications with Field Ops partners. 
• Review, assess and provide resolution to all negative escalated customer services issues and concerns. 
• Maintain frequent contact with all levels of the ROI Operations Management team. 
• Ensure frequent engagement is made between each all levels of the area; Manger, Supervisor and Specialists. . 
• Provide exceptional time management skills to include being mindful of meeting deadlines, responding timely to emails and phone messages. 
• Analyze reports to ensure adherence to both internal and external service level agreements.   
• Attend and participate in Provider client meetings and reviews as requested.  
• Oversee employee management to include, hiring, training, motivating, coaching, developing, disciplining, and terminating of associates within the reporting structure. 
• Organize and conduct virtual internal customer meetings per region covering performance, process improvement opportunities and additional support offerings.   
• Stay abreast of current and pending laws, regulations and Ciox updates pertinent to the industry. 
• 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.  
• Deliver service contribution targets related to costs per copy within areas of responsibility.   
• Support a service operations environment that focuses on both internal and external customer satisfaction through service delivery excellence and Quality Improvement processes. 
• Review and follow up on metrics to maximize productivity.  
• Provide support and final decision making on service and financial issues.  
• Confidentiality-Responsible for upholding security and confidentiality regulations, and facility policies and procedures for access and review of all medical records. 
• Customer Retention and Satisfaction. 
• Directly supervisor Sr. Regional Managers, Regional Managers, and additional team members, as necessary.  
• Responsible for development and accountability of direct reports 
• Knowledge expert for direct reports staff and acts on behalf of SVP/GM as needed.  

What You Will Bring to the Table:  

• Release of information knowledge to drive success while focusing on Client engagement and satisfaction. 
• Experience with cross functional service models.  
• Hands on experience with centralizing operations 
• Strong employee engagement ideas and experience
• Strong communication, organizational, and analytical skills
• Must be able to work both independently and collaboratively and "wear many hats" in a fast-paced environment. 

Bonus Points if: 

• Customer Service and/or Call Center experience    

We are committed to building a diverse team of Datavanters who are smart, nice, and get things done where