VP, ROI Operations - Remote (sharecare)

Job Description

Job Description:

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary:

The Vice President of Operations position requires a person with a strong background in operations management, specifically in release of information. Ideal candidates must be solution-focused, process-oriented, self-motivated, organized, proactive, and must work effectively in a team environment.  The VP of Operations ensures their region achieves Key Performance Indicators, meet client's business needs in a timely fashion, ensures each client location is wildly successful and will serve as a reference. The VP of Operations collaborates with sales, cross-functional key and strategic sales, solution architects, technical support resources, and other Sharecare resources to ensure client success. The VP of Operations reports to the Senior Vice President (SVP). The VP of Operations travels the appropriate amount of time needed to ensure KPI’s are achieved, employees are supported, and clients feel engaged.  

The VP of Operations will meet or exceed all KPI’s.  The region or service line responsibility assigned to each VP of Operations is coordinated and determined by the SVP. 

Essential Job Functions:

• Ensure all KPI’s are met or exceeded with a goal of operational excellence.   
• Develop, forecast, monitor and evaluate accurate and actionable daily, monthly, quarterly reporting (to financial goals and KPI’s) and prepare deep analysis of performance. 
• Hire and retain talent, provide clear direction and accountability to employees, coach and mentor key employees, and maintain core values and culture. 
• Lead in strategic decisions as a subject matter expert.  Defining strategic initiatives and how they will impact volume and staffing, identification and prioritization of improvement opportunities, client management and site strategies. 
• Work with other regional counterparts to ensure standardization of optimal processes. 
• Assist in partnering with sales and marketing to identify, evaluate, and manage new business opportunities and marketing initiatives. 
• Assist in coordinating with internal sales, sales support, and technical service resources by communicating project statuses and success metrics. 
• Ensure that service and quality standards are met, including client performance guarantees. 
• Establish and develop relationships and an in-depth understanding of the needs of the client and other stakeholders. 
• Participate, as needed, in client meetings to ensure existing programs and services meet and/or exceed customer expectations. 
• Assist in managing client expectations to create a win for the client and Sharecare and protect the revenue after the sale. 
• Act as a trusted advisor and expert to clients, sales, solutions, and development for client-centric technology and workflows.  
• Maintain high customer satisfaction ratings that meet Sharecare standards. 
• Oversee and ensure successful implementation of all new accounts. 
• Ensure all regional training and development objectives are met within the assigned time frame. 
• Ensure compliance with regulatory agency guidelines and standards. 

HIPAA/Compliance:

• Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes. 
• Comply with all regulations regarding corporate integrity and security obligations. 
• Report unethical, fraudulent or unlawful behavior or activity. 
• Individual to successfully complete all required corporate compliance training obligations annually.

Qualifications:

• 10+ years’ experience, with minimum of 5 years’ experience in operations management. 
• Experience in healthcare or release of information operations preferred.
• Bachelors’ degree required, advanced business degree preferred. 
• Services and software operations experience preferred. 
• Previous experience in medical setting helpful. 
• Strong client facing skills and commitment to providing the highest level of customer satisfaction. 
• Effective problem-solving skills. 
• Excellent verbal and written skills necessary for communication with patients, clients, providers and other staff. 

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.