VP, Insurance Discover Service Operations
: Job Details :

About the Role Impact you will make The VP of Insurance Discover Service Operations is responsible for leading a highly engaged operations team representing FinThrive's Best in KLAS Insurance Discover (ID) Provider product. This role will play a key role in building a culture of high revenue recoveries. Your goal will be to ensure every FinThrive customer is delivered the expected value from the Insurance Discover Provider product resulting in delighted customers and market promoters. This role will be key in continuing the strong track record of delivering valuable revenue recoveries for customers helping them achieve their revenue recovery goals. Your success will ultimately be measured by high customer revenue recoveries, retention rates, and promoters. You will be a key member of the Customer Experience leadership team and report directly to the Chief Customer Officer. What you will do

• Be responsible for Insurance Discover Provider Operations
• Lead efforts with customers and the FinThrive team to meet or exceed expected customer revenue recoveries
• Lead an operations team of highly knowledgeable and engaged Solution Analysts and Customer Operation Advocates
• Accept daily responsibility for customer experience, service and support, reporting, analytics, and customer follow-up
• Work closely with product and development leadership to monitor product performance to continuously improve reported coverage, customer experience and customer retention
• Drive operational excellence including maintaining customer performance monitoring, standard operating procedures resulting in customer and FinThrive awareness to customer performance to plan
• Guide the operations team to leverage financial, customer, product and operational data to help customers maximize revenue recoveries
• Ensure proper staffing of customer projects
• Provide FinThrive executive and senior leadership with routine reports of ID business performance to plan
• Work closely with Finance and Product leadership to accurately forecast financial performance metrics
• Establish annual operations plan that supports and aimed to achieve the annual business plan; participate with product and finance leadership to develop and maintain a 3-year business plan.
• Achieve organizational alignment through cross-functional collaboration with marketing, sales, development, implementation, support and service solutions to increase customer satisfaction
• Identify, develop, and execute in partnership with product and sales the short and long-term strategy for driving significant and sustained revenue growth
• Participate in the sales process to help convey product vision and value proposition, and that sales support resources are prepared to convey this same message effectively
• Remain knowledgeable on changes in the information technology and healthcare fields
• Ensure systematic and insightful feedback on marketplace and competitor trends, as well as the evolving needs of customer segments.
• Serve as an important set of the eyes and ears for market planning and new solutions/product development; Foster flexibility within the organization to respond to ongoing marketplace changes and opportunities What you will bring
  • Bachelor's degree or equivalent working experience
  • 10+ years of experience leading business operations
  • 10+ years working experience in healthcare revenue cycle
  • Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
  • Demonstrated ability to work successfully in a cross-functional, matrix organization
  • Well versed in methods to effectively identify and process stakeholder requirements
  • Well-developed 'influencing without authority' skills
  • Ability to interact at the executive level both externally and internally achieving positive outcomes and alignment
  • Ability to work on and execute several projects simultaneously
  • Travel required: Up to 30% What we would like to see
    • Prior experience working with insurance discovery and/or eligibility products or revenue cycle processes
    • Prior experience with CRM tools such as Salesforce About FinThrive FinThrive is advancing the healthcare economy. For the most recent information on FinThrive's vision for healthcare revenue management visit finthrive.com/why-finthrive. Award-winning Culture of Customer-centricity and Reliability At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at Our Perks and Benefits FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits. FinThrive's Core Values and Expectations
      • Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
      • Support FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations Physical Demands The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Statement of EEO FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process. FinThrive Privacy Notice for California Resident Job Candidates Know Your Rights Pay Transparency Notice FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations. 2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO finthrive.com - FinThrive Careers - FinThrive Benefits & Perks - Physical Demands