Director of Client Operations

Creating a better way. It’s more than just the philosophy we were founded on. It’s our purpose. For our employees, it means more time with patients. Unrushed visits to build meaningful relationships. And most importantly, an opportunity to empower our patients to achieve their full potential – at work and in life. Determined to make a difference? Join our health care revolution and be a part of something better

Join QuadMed and see how we are revolutionizing healthcare while offering innovative approaches to improve access, convenience and quality of care among employers all over the United States! We partner with clients and collaborate closely to develop and implement comprehensive health programs tailored to the needs of the employees and their families. The dynamic nature of QuadMed presents a stimulating environment where our clinics are making a tangible difference in people’s lives while contributing to the evolution of healthcare delivery models.

GENERAL PURPOSE OF JOB

We are seeking a dynamic and results-driven Director of Client Operations to manage a large multisite client account to ensure superior customer satisfaction and Return on Investment. The role is responsible for quantifying the value of QuadMed services through client-centric business metrics. This position will provide leadership, direction and coordination of client satisfaction, work to ensure the delivery of high quality, cost effective health care to the health center patients.

Travel expected to onsite health and wellness centers (approximately 25%).

KEY RESPONSIBILITIES

• Demonstrates a thorough understanding of client needs ranging from a strategic level with the ability to apply tactical execution skills to fulfill those needs.


• Develops strategy and framework to collaboratively engage clients in creating joint solutions that delivers on strategy.


• Responsible for aligning QuadMed’s core competencies with client’s goals and objectives.


• Demonstrates thought leadership and an ability to bring forward a business case for client needs which require cross-departmental collaboration and see them through from concept to fruition.


• Serves as liaison between functional departments and medical leadership, including medical directors and chief medical officer.


• Partners with cross-functional departments to establish goals for service line plans and program implementation.


• Participates in client and/or site meetings, committees, and task forces to support strategic initiatives.


• Knowledge of industry and healthcare trends to support Client and Operational Team in the development of 1/3/5-year key account plans for the client.


• Establishes quantitative and qualitative metrics, guidelines, and standards to evaluate the efficiency and effectiveness of the health centers and Return on Investment; identifies opportunities for improvement.


• Reviews, analyzes, and evaluates business procedures.


• Evaluates all QuadMed programs to ensure delivery of key performance expectations including patient engagement, health outcomes, and expected ROI. Partners with service line program administrators to alter program design and/or build additional features as needed to meet client expectations/needs.


• Promotes, enables, and executes on continuous improvement activity within the organization and is accountable for outcomes.


• Works with the SVP of Innovation and Client Experience to forecast, prepare, submit, monitor, and maintain accountability for operational and capital budgets of assigned departments.

JOB REQUIREMENTS

Education:

• A bachelor's degree in business, Management, Healthcare Administration, Nursing, or related field.


• A master's degree or higher-level degree preferred.


• A clinical degree (LPN, RN, BSN, APP) preferred.

Experience:

• Extensive experience in an client experience/account management capacity or consultant/broker experience required.


• Experience in an operational capacity with proven track record of success balancing the needs of both successfully.


• Leadership experience with multiple locations, states, diverse departments preferred.

Knowledge, Skills & Abilities:

• Understanding of client’s business and healthcare relative to QM’s core competencies.


• Knowledge and awareness of industry and healthcare trends.


• Build a strong sense of common purpose aligning with mission and vision, across all work groups.


• Thorough knowledge of practices, theories, and policies involved in business and finance.


• Excellent analytical, decision-making, and problem-solving skills.


• Build relationships by acting as a trusted advisor and inspiring confidence to support the objectives of QuadMed and client success.


• Possesses excellent oral and written communication skills along with the ability to listen, understand and influence.


• Projects management skills- champion organizational innovation and improve innovation capabilities across the team.


• Recognizes and supports the primary care physician model and maintain an overall knowledge of clinical services; maintain the knowledge and ability to evaluate overall clinical services as it relates to operations, revenue, quality, care delivery, and compliance.


• Act effectively and meet time deadlines and perform effectively and decisively under pressure.


• Must have a proven track record of being self-motivated and successfully managing multiple projects within deadlines.


• Possesses strong computer skills including experience with MS Word, Excel, and Power Point.


• Work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.

Harry Quadracci was determined to do things differently, and to do them better. In 1991, the visionary print manufacturing CEO founded QuadMed out of the belief that there had to be a better way to provide his employees with access to affordable, high-quality health care. And what started as doing the right thing, ended up sparking a health care revolution. Now 30 years later, we partner with employers across the nation to provide value-driven health and wellness services in or near the workplace. With a focus on breaking down cost, access and quality barriers, we empower employees and their families to live healthier, happier lives








We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more








QuadMed and Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. QuadMed and Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. QuadMed and Quad also prohibits harassment of applicants and employees based on any of these protected categories








Drug Free Workplace