Note: The job is a remote job and is open to candidates in USA. HealthEdge is seeking a Director – Business Operations Support-Enrollment to lead and scale a team within their Operations Enable and Governance function. This role is responsible for managing complex, cross-functional initiatives to drive improvements in cost, quality, and efficiency across BPaaS Claims operations.
Responsibilities
- Lead end-to-end ownership and execution of process and technology improvement initiatives across Claims Adjudication BPaaS customers
- Own operational excellence delivery across a portfolio of BPaaS client accounts, balancing performance, risk, and value realization at scale
- Manage complex program planning and delivery, including timelines, resource allocation, risk management, and executive stakeholder communication
- Conduct operational assessments and partner with functional leaders to identify inefficiencies, scalability constraints, and improvement opportunities
- Develop clear requirements focused on desired business outcomes for customer requested changes and other strategic initiatives
- Perform root cause analysis and develop actionable recommendations for process optimization and measurable performance improvement
- Document work instructions and plan training programs to support Operations enablement and change management
- Develop and maintain program dashboards to track KPIs, cost savings, efficiency gains, and transformation outcomes for tracking
- Coordinate cross-functional teams to implement process improvements, automation, and workflow optimization at scale
- Ensure standardization and scalable adoption of processes and best practices across customer accounts
- Collaborate with technology teams to support and enable automation initiatives (RPA, AI/ML)
- Lead change management efforts to ensure adoption, sustainability, and long-term value realization of improvements
- Facilitate governance processes, including executive review cadences and escalation protocols
- Communicate program progress, risks, and outcomes to executive stakeholders and client leadership
- Mentor and develop team members, building future operational leaders within the operational excellence function
Skills
- 8+ years of experience in operational excellence, process improvement, or direct operational management within complex, multi-client, and/or enterprise service environments
- 3+ years of leadership experience managing complex, cross-functional programs or initiatives with executive-level visibility
- Deep expertise in BPaaS operations, particularly within regulated healthcare environments including enrollment, claims processing, and contact center operations
- Proven ability to deliver measurable and sustained improvements in cost, quality, efficiency, and operational performance at scale
- Excellent program management, analytical, and executive stakeholder engagement skills
- Bachelor's degree or equivalent combination of education and demonstrated professional experience required
- Lean Six Sigma and project management training, or demonstrated hands-on leadership of large-scale process improvement programs
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