Exemption Status:

United States of America (Exempt)

Exemption Status:

$130,148 - $182,208 - $234,267

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

Ray Savings Solutions, LLC. is looking for extraordinary people to join our team!

Why join Ray Savings Solutions, LLC? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At Ray Savings Solutions, LLC., we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Summary

The Director, Operations oversees the operational and quality activities at every level of the organization. Leads the strategic direction, operational excellence, and cultural vision of the organization’s member-facing contact center.  The Director, Operations also is accountable for best-in-class service experience, championing member needs across the enterprise while driving initiatives that improve access, satisfaction, and operational metrics.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as the senior leader and subject matter expert for the member service operations, advocacy practices, and contact center excellence.
• Identify solutions and resolve business problems across the enterprise, with a focus on customer satisfaction and quality that reinforce a member-first mindset;
• Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization;
• Prepare and present progress updates to appropriate management channels on a regular basis, ensuring that innovation is being achieved;
• Coordinate internal and external resources to ensure that projects remain within scope, schedule, and budget, collaborating with staff in various departments;
• Manage data collection for updating key performance indications (KPIs) to achieve call center and program service targets, eliminate errors and dissatisfaction , and deliver excellent customer service;
• Partner with cross-functional teams to resolve complex member issues and improve processes;
• Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity;
• Build, mentor, and develop a high-performing leadership team capable of scaling operations and delivering exceptional service;
• Actively pursue strategic and operational objectives;
• Ensure operational activities remain on time and within a defined budget;

Supervisory Responsibilities        

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

                                   

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abi