Manager, Solution Design

Position

Manager, Solution Design

Reports To

<p><span lang="EN-US">Director, Solution Design</span></p>

Post Date

The Manager, Solution Design will engage prospects and customers to conduct deep needs assessments to optimize value from its enterprise solutions. 

https://go.caqh.org/apply-now
Specific Responsibilities

Customer Advocacy 

  • Pre-Sale Strategy – Solution Design will conduct comprehensive assessments to define a go forward path for prospects.  This go forward path will include articulating the need (and Business Case) for CAQH Solutions, ensuring prospects understand how the solution(s) will provide value. 
  • Sales to Implementation – In partnership with Sales, Solution Design will transition the prospect to the Implementation team, ensuring the prospect’s business case and value proposition are understood and remain available throughout the implementation.  
  • Post Implementation – Solution Design will engage with new solution clients following Implementation to solidify client adoption and value recognition. 
  • Optimization Analysis – Periodically, Solution Design will identify opportunities for added value (improve effectiveness of current usage and/or expand usage) into additional areas for existing clients. 
  • Consulting Projects – Solution Design will identify and lead custom scope of work projects intended to support existing or prospective clients in developing efficient and effective utilization of CAQH solutions. 

 

 

Methodology and Delivery 

  • You will have your 'finger on the pulse' of how all CAQH Solutions deliver value. You are going to assess assigned projects and/or services to ensure there is a clear understanding of what services the customer needs or is receiving and the overall value they deliver.  
  • You will provide value by creating strategies to support adoption and continued use of CAQH solutions. 

The Manager, Solution Design will engage prospects and customers to conduct deep needs assessments to optimize value from its enterprise solutions. The role will ensure customers realize high levels of satisfaction and obtain successful return on investment (ROI) of CAQH solutions by utilizing data driven metrics.  

 

Keys to success are, the ability to create opportunities for our customers to leverage our products by advising on complex pre-sales activity and supporting post implementation work that highlights the value of our solutions.  

 

This position interacts with and is an integral part of a team of professionals and, works alongside Business Development, Account Management, Product Management, Technology, Implementations and Operations teams to ensure our services are delivered and utilized successfully.  

 

This role is full-time, exempt and reports to the Director, Solution Design.  

Knowledge, skills and abilities
  • Excellent organizational, prioritization and time management skills.  
  • Exceptional interpersonal and telephone communication skills with the ability to effectively guide the client throughout the client journey. 
  • Ability to listen actively, synthesize client or needs and then present CAQH product and solutions in a flexible and responsive manner.  
  • Ability to handle multiple tasks seamlessly without a drop in quality. Strong attention to detail and the ability to follow consistently to resolve concerns and ensure client satisfaction.  
  • Ability to experience negative results and yet retain and sustain focus, professionalism, and enthusiasm for work and CAQH products over an extended period.  
  • Ability to interact, cooperate and work closely with all levels of internal and external colleagues.  
  • Ability to work independently and sustain high level of motivation and enthusiasm.  
  • Ability to analyze complex data sets and convert them into meaningful insights. 
  • Possesses a strong work ethic and desire to contribute individually, to the team, and to the organization.  
  • Fully proficient with current CRM software as well as Microsoft Office, Word, Excel, and PowerPoint.  
Experience
  • A background in delivery in a consultancy environment. 
  • Experience working in a metrics and data driven environment and must be excellent at using data and information to demonstrate delivery of business value to customers. 
  • Familiar with APIs and other common data exchange mechanisms. 
  • A good understanding of managed services and project delivery. 
  • Experience working with healthcare customers of all sizes. 
  • Five or more years of experience working with clients on complex technology product implementation projects. 
  • One year or more with provider data and/or Coordination of Benefits (COB) membership data. 
  • One year of project management experience.  
Education

B.A./B.S. degree in Business, Healthcare, Marketing, or related field preferred but not required.  

Sr. Manager, Solution Design

Position

Sr. Manager, Solution Design

Reports To

<p><span>Director, Solution Design</span></p>

Post Date

The Sr. Manager, Solution Design will engage prospects and customers to conduct deep needs assessments to optimize value from its enterprise solutions. 

https://go.caqh.org/apply-now
Specific Responsibilities

Customer Advocacy

  • Pre-Sale Strategy – Solution Design will conduct comprehensive assessments to define a go forward path for prospects.  This go forward path will include articulating the need (and Business Case) for CAQH Solutions, ensuring prospects understand how the solution(s) will provide value.
  • Sales to Implementation – In partnership with Sales, Solution Design will transition the prospect to the Implementation team, ensuring the prospect’s business case and value proposition are understood and remain available throughout the implementation. 
  • Post Implementation – Solution Design will engage with new solution clients following Implementation to solidify client adoption and value recognition.
  • Optimization Analysis – Periodically, Solution Design will identify opportunities for added value (improve effectiveness of current usage and/or expand usage) into additional areas for existing clients.
  • Consulting Projects – Solution Design will identify and lead custom scope of work projects intended to support existing or prospective clients in developing efficient and effective utilization of CAQH solutions.

 

 

Methodology and Delivery

  • You will have your 'finger on the pulse' of how all CAQH Solutions deliver value. You are going to assess assigned projects and/or services to ensure there is a clear understanding of what services the customer needs or is receiving and the overall value they deliver. 
  • You will provide value by creating strategies to support adoption and continued use of CAQH solutions.

Leadership

  • As a senior member of the team, you will be responsible for providing feedback to internal teams leading to sound strategies to mitigate risks, improve or enhance technology as well as, provide product market intelligence or other information gleaned that may impact customer adoption of CAQH solutions and data usage.

The Sr. Manager, Solution Design will engage prospects and customers to conduct deep needs assessments to optimize value from its enterprise solutions. 

Knowledge, skills and abilities
  • Excellent organizational, prioritization and time management skills. 
  • Exceptional interpersonal and telephone communication skills with the ability to effectively guide the client throughout the client journey.
  • Ability to listen actively, synthesize client or needs and then present CAQH product and solutions in a flexible and responsive manner. 
  • Ability to handle multiple tasks seamlessly without a drop in quality. Strong attention to detail and the ability to follow consistently to resolve concerns and ensure client satisfaction. 
  • Ability to experience negative results and yet retain and sustain focus, professionalism, and enthusiasm for work and CAQH products over an extended period. 
  • Ability to interact, cooperate and work closely with all levels of internal and external colleagues. 
  • Ability to work independently and sustain high level of motivation and enthusiasm. 
  • Ability to analyze complex data sets and convert them into meaningful insights.
  • Possesses a strong work ethic and desire to contribute individually, to the team, and to the organization. 
  • Fully proficient with current CRM software as well as Microsoft Office, Word, Excel, and PowerPoint. 
Experience
  • A background in delivery in a consultancy environment.
  • Experience working in a metrics and data driven environment and must be excellent at using data and information to demonstrate delivery of business value to customers.
  • Familiar with APIs and other common data exchange mechanisms.
  • A good understanding of managed services and project delivery.
  • Experience working with healthcare customers of all sizes.
  • Seven or more years of experience working with clients on complex technology product implementation projects.
  • Three or more years with provider data and/or COB membership data.
  • Three or more years of project management experience. 
Education
  • B.A./B.S. degree in Business, Healthcare, Marketing, or related field preferred but not required. 

Director, Operations

Position

Director, Operations

Reports To

<p><span>VP, Operations</span></p>

Post Date

The Director, Operations has overall responsibility for the business operations of a growing portfolio of nationwide industry utilities aimed at streamlining business processes across the healthcare system.

https://go.caqh.org/apply-now
Specific Responsibilities

PRIMARY RESPONSIBILITIES:

 

  • Lead planning for the Solutions-wide operations function and evolve it into a data-driven, proactive service organization that advances CAQH goals.
  • Develop an overarching long-term vision for the operations function that improves quality and efficiency and define a roadmap for implementation of identified capabilities.
  • Partner with CAQH product managers and other members of the Solutions team to identify, define and prioritize operational requirements for current and new offerings, participate in product development activities, and support change management procedures.
  • Oversee the implementation of new capabilities identified on the operations strategic roadmap to support product and organizational goals.
  • Direct the review of operations systems and procedures, and recommend improvements to increase throughput and efficiency, drive down costs and improve quality.
  • Implement necessary training, dashboards/reports and other tools required to execute the operations strategic vision.
  • Lead the development and implementation of policies and procedures and other documents to mature operations function.
  • Manage relationships with external service providers to ensure successful initial and ongoing delivery of new operations capabilities.
  • Manage a team of internal and external operations resources to meet and exceed service level expectations.
  • Develop and maintain forecasts of demand and capacity for operations functions.
  • Budget owner with responsibility for managing full operations budget across all Solutions.
  • Actively monitor and manage internal and external operations centers to meet service level expectations.
  • Serve as an escalation point for operations issues, manage escalated problem resolutions and quarterback subsequent root cause analysis and resolution.
  • Systematically, identify, prioritize and execute improvement opportunities. Collaborate with product management, technology, program management and other departments to coordinate cross­ functional work and opportunities as applicable.
  • Oversee the preparation for, and successful completion of, periodic accreditation reviews (e.g., NCQA) and compliance requirements (e.g. HIPAA).
  • Manage vendor and in-house staff, provide oversight and execution of plans and budgets, manage and improve business processes, and monitor and report operational results.

 

 

  • Provide strategic visioning and leadership for the operations function and serve as a key contributor within the Solutions management team.
  • Promote leading healthcare industry and organizational thinking, cultivate new ideas, foster innovation, provide subject matter expertise across settings, and mentor/coach staff members. Frame complex trends into logical, implementable services/products.
  • Lead the delivery of sound service and model excellent relationship management with external consultants, vendors and customers.

 

SUPERVISORY RESPONSIBILITIES:

 

Position directs and supervises both internal (CAQH) and external vendor staff. Responsible for designing and growing a successful support team through team member mentoring with a focus on career growth and succession planning.

The Director, Operations has overall responsibility for the business operations of a growing portfolio of nationwide industry utilities aimed at streamlining business processes across the healthcare system. The role manages a team that directs and oversees vendor-operated service centers located in three countries. These service centers provide call center, document processing, data entry, fulfillment and other production support functions to providers, health plans and other users of CAQH services. This role is a full-time, exempt, remote position and reports to the Vice President, Operations.

Knowledge, skills and abilities
  • Strong focus on customer service excellence and a positive user experience.
  • Highly organized and efficient, with excellent follow-up skills.
  • Strong and persuasive communication skills (written and verbal).
  • Strong team building and personnel management capabilities.
  • Ability to translate vision and goals into day-to-day activities and behaviors.
  • Excellent abilities to direct and manage existing business processes while continuously looking for process improvement opportunities.
  • Able to focus on details while still articulating the "big picture".
  • Ability to transform details and facts into recommendations and action plans.
  • Ability to produce policy and process documentation.
  • Ability to look at situations from several points of view.
  • Analytical mindset with ability to creatively solve problems.
  • Excels at operating in a fast pace and changing environment.
  • Displays consistent professionalism and good judgment.
  • Microsoft Office applications proficiency required and SalesForce experience a plus.
  • Proficiency in the MS Office Suite (e.g., Word, Excel, Office 365 and PowerPoint)
Experience
  • Minimum of 5 years of experience in a healthcare setting, with emphasis on efficiency, implementation of new capabilities and overall customer satisfaction.
  • Minimum of 10 years managing business operations and customer-facing support with a technology focus.
  • Minimum of 5 years supervising operations management, staff, and vendors.
  • Experience with designing, implementing and managing both in-house and outsourced solutions strongly preferred.
Education

Bachelor's Degree Preferred (business, healthcare administration or technology preferred).

Subscribe to Operations and Consulting