VP, Service Delivery – ROI/HIM

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

📋 Description

• Oversee regional operations across various markets, including Managers, Supervisors, frontline staff, and Global teams.

• Take ownership of regional KPI performance metrics such as TAT, OTD, quality, productivity, and standardization.

• Ensure compliance with standardized workflows and regulations across all locations.

• Collaborate with Workforce Management to predict labor requirements and guarantee optimal staffing levels.

• Analyze regional KPI trends and develop action plans to enhance performance outcomes.

• Spearhead regional continuous improvement initiatives and assist in transformation pilot projects.

• Address operational escalations directed through Account Management.

• Work collaboratively with NOC, Training, Implementation, Product, Account Management, Go-To-Market, and Compliance teams.

• Mentor and cultivate Managers and emerging leaders.

• Promote the adoption of digital and global workflows.

• Design and refine the service delivery operating model.

• Lead extensive delivery transformations, focusing on standardization, automation, and technological advancements.

• Ensure that delivery capabilities expand without proportional increases in costs or headcount.

• Review, evaluate, and address negative and neutral customer service survey feedback.

• Analyze monthly regional budgeting and accounting reports, including Cognos, to maintain budgetary and expenditure control.

• Review financial and quality reports and clarify discrepancies.

• Manage the hiring, training, motivation, coaching, development, discipline, and termination of associates within the reporting framework.

• Meet SLAs, quality and cost objectives, ensure delivery scalability, execute transformations, and enhance engagement and retention.

⛳️ Requirements

• Extensive experience in leading multi-site healthcare or large-scale operational teams.

• Strong leadership skills with a proven track record of developing leader-of-leaders.

• Proficiency in operational KPIs and making data-driven decisions.

• Experience in managing compliance-driven, standardized workflows.

• Capability to navigate change and implement new processes across varied teams.

• Excellent collaboration skills with cross-functional partners.

• Background in HIM, ROI, or similar regulated operational environments (preferred).

• Experience in leading transformation or standardization initiatives (preferred).

• Knowledge of Lean/Six Sigma methodologies (preferred).

🏝️ Benefits

• Comprehensive total rewards strategy.

• Commitment to Equal Employment Opportunity as an employer.

• Post-offer health screenings and vaccinations as mandated by clients.

• Provision of reasonable accommodations for individuals with physical and mental disabilities.

• No employment sponsorship provided.