Associate Director leading innovation initiatives for LGBTQ+ health at Penn. Overseeing project execution and sustainability strategies to improve health outcomes.
About the role
- Healthcare Engagement Director managing client relationships and overseeing offshore delivery in healthcare managed services. Responsible for retaining a $5–10M portfolio with direct accountability for service performance.
Responsibilities
- Serve as primary executive contact for client operations and finance leadership.
- Lead governance forums (QBRs, SLA reviews, steering committees).
- Own renewal strategy, retention planning, and account expansion.
- Identify and convert upsell and cross-sell opportunities.
- Manage scope, change orders, and commercial risk.
- Govern offshore performance against SLAs, KPIs, quality, and productivity targets.
- Monitor workforce utilization, service stability, and backlog management.
- Drive issue resolution, root cause analysis, and corrective action planning.
- Ensure compliance with healthcare regulatory and contractual requirements.
- Own engagement margin performance and revenue tracking.
- Align staffing models with volume forecasts and contractual assumptions.
- Protect profitability through disciplined scope management and efficiency initiatives.
- Drive automation, process optimization, and scalable delivery models.
Requirements
- 8+ years of experience in healthcare operations, managed services, BPO, or revenue cycle/health plan administration.
- Experience managing a $5–10M managed services portfolio with accountability for retention and renewals.
- Proven leadership of multi-year healthcare operations engagements.
- Deep understanding of payer and/or provider administrative functions (claims, enrollment, utilization management, revenue cycle, care management admin, F&A).
- Experience leading onshore and offshore or global delivery models.
- Strong executive presence with financial and commercial acumen.
- Knowledge of healthcare regulatory frameworks (HIPAA, CMS, state Medicaid, etc.).
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours
- Professional development opportunities
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