Director, CareIQ Service – Network Performance

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the functions of Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence.

• Oversee vendor and network performance, managing relationships, adherence to service levels, contract performance, network adequacy, and capacity planning.

• Supervise service delivery performance along with quality management.

• Direct escalation governance and conduct root cause analyses.

• Propel initiatives for process improvement and operational excellence.

• Manage business analytics, KPIs, and performance reporting.

• Enhance workflows and implement efficiencies driven by automation and AI.

• Collaborate across functions to boost scalability, consistency, and customer outcomes.

• Oversee client onboarding, implementation, service adoption, training, and customer success initiatives.

• Address complex escalations involving clients, providers, vendors, and operations at an executive level.

• Develop and manage quality assurance programs, service audits, corrective action plans, and continuous improvement initiatives.

• Handle resource planning, budgeting, productivity, expenses, and operational performance.

• Spearhead organizational change, process transformation, and initiatives for strategic growth readiness.

• Establish governance frameworks, accountability standards, and performance management processes.

• Own the client experience strategy, feedback programs, service-level insights, satisfaction trends, and retention support.

• Collaborate with Product leadership to implement, operationalize, and scale CareIQ products and services.

• Enhance implementation success, service adoption, retention, quality, customer outcomes, productivity, efficiency, scalability, and vendor accountability.

⛳️ Requirements

• A minimum of a Bachelor’s degree in business, healthcare or a related field, or a combination of education and equivalent experience.

• At least 5 years of management experience in healthcare services is required.

• Preferred prior managerial experience in the functions of Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence.

• A Master’s degree in business, healthcare, or a related field, with relevant experience, is preferred.

• Strong leadership and mentoring capabilities.

• Proven ability to deliver exceptional service to both internal and external stakeholders.

• Demonstrated capacity to build trust and establish strong cross-functional relationships within an organization.

• Proven skills in project management and process improvement.

• Established ability to prioritize, solve problems, and drive change effectively.

• Capability to handle multiple tasks in a fast-paced, dynamic environment.

• Strong proficiency in Microsoft Office applications is required.

• Excellent written and verbal communication skills.

🏝️ Benefits

• Medical (HDHP) with Pharmacy.

• Dental coverage.

• Vision coverage.

• Long Term Disability insurance.

• Health Savings Account.

• Flexible Spending Account options.

• Life Insurance.

• Accident Insurance.

• Critical Illness Insurance.

• Pre-paid Legal Insurance.

• Parking and Transit FSA accounts.

• 401K plan.

• ROTH 401K plan.

• Paid time off.

• Opportunities for career advancement.

• A supportive culture.

• Remote work options.