Vice-President, Assistance, Medical Operations, and Provider Management
Allianz Global Assistance
Cambridge, ON NPE, CAN
4d ago

About the role :

Provide strategic direction, oversight and leadership of the Assistance & Medical Operations, North American MGCCC and the Medical Provider Management & Networks Departments.

Responsible for strategic planning, budget formation, operational targets, and revenue targets of these areas of accountability.

Coach, direct, and develop direct reports to achieve the desired culture and operational requirements. Analyze operations and efficiency of the Department.

Responsible for the day-to-day application of organizational policies and procedures.

You are great at :

Building a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of Associates, members of the business, and other relevant internal or external groups.

Ultimately responsible for the attraction, retention, motivation, and engagement of associates and for driving the behaviours required to build the desired culture.

  • Supervising, coaching, and developing staff to ensure efficiency of the department, satisfaction of customers and clients, and to maximize associate performance.
  • Developing and directing management to ensure customer satisfaction, improved efficiency, and improved associate product knowledge and training.
  • Providing leadership to inspire and encourage staff to continue providing the highest standards of service and promoting a high performance culture.
  • Implementing reward / recognition programs for Associates and management. Actively participating in engagement planning and improvement plans.

    Holding regular one-on-one’s and team meetings.

  • Performing other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
  • Ensuring effective use of resources and knowledge.
  • Providing strategic direction and leadership to the Medical Operations and Provider Network departments.

    Assistance & Medical Operations (Approximately 50% of Effort)

    Assistance Operations :

  • Defining, implementing, executing, and continually refining the strategy for Assistance Platform, including Customer Services and Emergency Assistance, to deliver our Guided Care platform through a three-job mindset of Guidance, Assistance and Triage.
  • Ensuring service levels and operational performance is best in class and meets or exceeds partner or internal expectations.
  • Medical Operations :

  • Defining, implementing, executing, and continually refining the strategy for Medical Operations activities in the Region, in alignment with the Global Office and the AWP Head of Medical Operations.
  • Driving Strategic Dialog (SD) input for the Region by defining initiatives in alignment with the Medical Operations strategy.
  • Ensuring implementation of initiatives across the Region.
  • Managing and leading all Medical Operations activities in the Region. Assuming accountability for the value chain in medical and telehealth activities.
  • Acting as an Ambassador for medical assistance and telehealth in the region.

  • Making decisions on high profile cases (e.g. above defined monetary threshold or posing reputational risk), or escalating to appropriate senior management (e.
  • g. Group CMO / AWP Head of Medical Ops).

  • Working closely globally and regionally to execute on projects and initiatives. Managing stakeholder relationships.
  • Managing strategic MGCC relationships with sister / sending BU’s, MPM Medical Provider Management and other strategic players that are significant to the overall service delivery capabilities.
  • Medical Provider Management (Approximately 50% of Effort)

    Provider Networks :

  • In alignment with global, regional and local needs, developing, aligning, and executing strategic plans in the areas of Medical Operations and Provider Networks to enhance operational growth and productivity, achieve profitability, and achieve operational excellence.
  • Working closely with Senior Leadership on strategic decisions relating to strategic growth, achieving operational targets, generating results and improving Canada’s operational effectiveness.

  • Continuously improving financial results associated with cost containment and provider discounting.
  • Driving an analytical framework for performing ongoing analyses of the provider network from a cost, coverage, and growth perspective.
  • Providing leadership in evaluating opportunities to expand or change the network to meet goals and client expectations.

  • Directing and implementing strategies relating to the development and management of the provider network.
  • Working closely with other business leaders to review and analyze claim trend data and / or market information to derive conclusions to support contract negotiations and conducting periodic review of provider contracting rates to ensure strategic focus is on target with overall strategy.
  • Directly negotiating rates and contracts with network providers to provide both the best breadth and depth of coverage for the Company’s customers, and also the most attractive discount for the Company.
  • Responsible for meeting revenue targets for network-generated revenue.

  • Extending network coverage and opportunities where gaps in the offering exist, or new market opportunities are identified.
  • Bringing customer experience wins and improved performance through network enablers or improvements.
  • Maintaining up-to-date knowledge of industry developments and competitive intelligence.
  • Working closely globally and regionally to execute on projects and initiatives. Managing stakeholder relationships.
  • Extending areas of coverage domestically and internationally based on MPM Global Strategy & Priorities with initial expansion of coverage to South America to create new North & South American MPM Region.
  • Focus found within both areas of Mandate :

    Operational Targets :

  • Analyzing, evaluating, monitoring, and responding to the department’s key performance indicators in order to achieve all established service standards as contractually required.
  • Ensuring operational priorities in areas of accountability are aligned with local BU direction. Includes understanding the relationship between key performance indicators, staffing model results, cost drivers, and other factors to ensure the department is operating efficiently and is adequately staffed.

  • Achieving net promoter score and CSAT targets for department and improving overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity.
  • Driving continuous and sustainable service performance and growth through the use of process improvement techniques. Creating a culture of high performance.

    Budget Preparation :

  • Establishing, adhering to, and managing the department’s operating budget. Identifying appropriate inputs and factors that will impact the budget and forecast accordingly.
  • Client Relations :

  • Supporting the advancement of the Company’s capabilities by participating in and representing the Company at client, commercial, industry, and global meetings and events.
  • Identifying, building, and managing relationships with key customers.
  • Supporting the acquisition of new business and the retention of current business, by participating in client meetings, visits, RFP’s, and presentations.
  • What it takes :

  • University Degree coupled with a minimum of 10 years’ experience managing a complex Operation, with 5 years’ experience at a senior level.
  • Experience in the health or travel insurance, medical provider contracting and / or financial services industry required.
  • Strong experience with medical operations, service delivery expectations and claims management.
  • Prior experience working in a matrixed organization.
  • Possess proven and successful negotiation skills.
  • Ability to think strategically forward in a 1-3 year time span and be proactive.
  • Ability to analyze metrics, identify opportunities, and translate metrics into actionable plans.
  • Demonstrated ability to build strong relationships at all levels of the organization.
  • Proven leadership aptitude with the ability to establish a business strategy and drive execution. Demonstrated ability to translate strategic direction into tactical operational plans, ensuring that they are well communicated and managed.
  • Demonstrated ability to effectively lead people, get results through others and provide coaching / constructive feedback.
  • What we offer you :

  • A competitive total rewards package, including benefits coverage as of your first day of employment, participation in the company’s annual incentive bonus plan, an employer matched retirement plan, tuition reimbursement support, generous paid time off, and much more!
  • A Referral Program that rewards you for referring your qualified friends and family.
  • Employee discounts at a wide variety of retailers and services.
  • The opportunity to grow with a large, global organization.
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