Director, Payment Operations - ePay
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Description
The Director of Payment Operations is responsible for the oversight and management of the solutions delivery and customer support functions for the GHX ePay solutions. The Director of Payment Operations will ensure a standardized, predictable, efficient and high-satisfaction customer experience spanning the implementation of current and future customers as well as day to day customer support operations while ensuring operational excellence around the delivery of the GHX ePay solution.
Key Responsibilities
- Manages the overall support and delivery operations for ePay services
- Meets or exceeds stated customer satisfaction, support efficiency and time-to-revenue metric goals
- Develops key metrics to measure and manage teams in support of customer satisfaction drivers
- Identifies internal operational improvement opportunities in concert with the Customer Operations management team
- Serves as escalation point for customer issues in operations
- Ensures the successful application of resource optimization strategies and initiatives
- Implements strategies to ensure staff and team development and performance assessment
- Drives a continual focus on process improvements across all areas, focused on automation, cost and customer satisfaction to support business growth and customer retention
- Develops methodologies to improve delivery activities, increase utilization, and improve client onboarding processes
- Works with GHX Education team to help develop ePay training tools.
- Develop, manage, and mentor a high-performing team
Key Duties
- Provide direction to team in identifying process improvements and ensuring customer satisfaction in the delivery of the ePay product
- Provide timely and consistent communication to internal and external stakeholders
- Develop standardized processes and practices to support internal and external customers and/or stakeholders
- Develop and key performance indicators (KPIs) and metrics to ensure streamlined implementation of the ePay product and excellent customer satisfaction in the day to day customer support
- Provide budget oversight and revenue management
- Hire, train, coach, and manage a high performing team of direct reports
- Develop and maintain a continuous improvement culture and mindset
- Other duties as assigned
Key Competencies
- Excellent written and verbal communication skills
- Self-motivated with solid work ethic
- Ability to develop and maintain business relationships
- Analytical, detail-oriented with demonstrated project management skills
- Ability to work in a fast-paced, evolving environment while managing multiple priorities
- Ability and willingness to travel up to 25%
- Demonstrated financial acumen and fluency in finance and accounting principles
- Proficient in Microsoft Office with intermediate to advanced skills in Excel
Required Education, Certifications, and Experience
- Bachelor’s degree, or commensurate experience, required (degree preferred in Business, Finance, Management Information Systems, or Computer Science).
- Minimum 5+ years experience in performing or supporting accounting and finance (FP&A) functions (directly or as a vendor/partner)
- Minimum 5+ years IT installation, implementation, or support experience in a healthcare.
- Minimum 5+ years direct people/staff/team supervision and management experience.
Preferred Qualifications
- Advanced degree (e.g., MA, MBA)
- Experience working directly or indirectly in healthcare finance or payments industry
Key Differentiators
- Experience using Salesforce.com
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