Senior Lead of Strategic Operations

Job Description

Job Description

Senior Lead of Strategic Operations

Position Summary

The Senior Lead of Strategic Operations is responsible for overseeing the daily operational performance of the organization's customer service, referral and authorization, and claims processing departments. This leadership role ensures operational efficiency, compliance with service standards, timely processing of referrals, authorizations, and claims, and effective management of departmental staff.

The Senior Lead of Strategic Operations supervises approximately 10–15 employees, the majority of whom are union-represented employees, and is responsible for maintaining productive labor relations while ensuring compliance with company policies and collective bargaining agreements.

This is a remote position; however, occasional onsite attendance may be required for meetings, trainings, operational needs, or leadership initiatives.

Essential Duties and Responsibilities

Operational Leadership

• Oversee the overall day-to-day operations of the care coordination and claims departments

• Develop and implement operational strategies to improve efficiency, service levels, and departmental performance

• Monitor departmental workflows to ensure operational goals and deadlines are consistently achieved

• Identify operational challenges and implement corrective action plans as needed

• Ensure compliance with company policies, HIPAA regulations, and applicable contractual requirements

Care Coordination & Call Center Oversight

• Manage the Care Coordinator team within the call center environment

• Ensure appropriate staffing and scheduling to maintain operational coverage and service standards

• Monitor call center metrics and performance indicators, including:

• Abandonment rate

• Average speed to answer (ASA)

• Call quality and productivity

• Ensure departmental performance standards are consistently met, including:

• Abandonment rate below 3%

• Average speed to answer below 30 seconds

• Provide training, coaching, performance management, and operational support to Care Coordinators and supervisory staff