Director, Professional Services - Payer - Remote - Veradigm

Veradigm Payer 

Veradigm understands that managed care organizations, pharmacy benefit managers (PBMs), insurance companies, health plans, and other payers need to balance controlling costs with the goal of providing the highest quality of care and optimizing health outcomes for their members.

Solutions from Veradigm Payers:

• Deliver insights to drive quality outcomes cost-effectively
• Improve efficiency for themselves, their providers, and their members through high-speed clinical data exchange
• Impact point-of-care decision making positively by integrating payer guidance and prior authorization management directly in each healthcare provider's existing workflow

Job Summary

The Director of Professional Services will lead a team responsible for ensuring successful deployment of the Veradigm Payer suite of products. This role requires a balance of operational leadership, people management, and customer-centric service delivery. Their main responsibility will be to deliver services on time with high quality while also identifying opportunities in the company's processes and systems to deliver our services more efficiently and effectively. They will oversee project implementations, execute process improvements and establish strategic plans. The ideal candidate will prioritize creating a high-performing, collaborative team culture focused on delivering exceptional value to clients and stakeholders. They will serve as a strategic partner, driving continuous improvement, and ensuring alignment between client needs and organizational goals.

Essential Functions

• Leadership and People Management Lead, coach mentor, and develop a team of implementation specialists, project managers, and services staff of the payer business with the goal of delivering world class service for our clients. Identify and address skill gaps and provide opportunities for professional development to enhance team performance to support the demands of the business. Foster a collaborative, inclusive, and growth-oriented culture that promotes excellence and accountability. Working with peers at an executive management level both internally and externally to improve the culture and performance of the Payer business.

• Planning and Continuous Improvement Identify opportunities to align the team, processes and tools to increase performance of implementations, services and client satisfaction Collaborate with cross-functional teams including Sales, Product, Customer Support, and Operations to ensure a seamless client experience. Develop and implement scalable processes to optimize the delivery of value to customers. Monitor key performance indicators (KPIs) to assess team efficiency and the effectiveness of implementation projects. Drive process improvements based on feedback and data analysis to enhance the quality and efficiency of implementations. Actively participate in strategic planning sessions to align implementation objectives with broader company goals and customer demands.

• Client Experience The development of Customer relationships to support the business goals of delivering world class service. Lead efforts to continuously improve customer satisfaction by identifying pain points and implementing proactive solutions. Collaborate with cross-functional teams including Sales, Product, Customer Support, and Operations to ensure a seamless client experience. Oversee all phases of the implementation process, from pre-sales through go-live, ensuring projects are delivered on time, within scope, and budget. Ensure alignment between client expectations and the capabilities of the Payer products/services, adjusting plans as necessary to maximize customer value. Escalation and Program management – working with internal teams and partners to manage customer situations as they arise.

Job Requirements

• Bachelor's Degree or equivalent Technical / Business experience (Required)
• 15+ years relevant work experience (Preferred)
• 10+ years of relevant experience in working to deliver services to Payers including implementations, ongoing services and leading high performing teams.
• Excellent Client facing skills with ability to engage with Senior & Key executives (Required)
• Experience of budgeting, revenue forecasting, and cost management (Required)
• Experience with project management methodologies such as Agile, Waterfall, or hybrid models. (Required)
• 7+ years relevant leadership experience including responsibility for organizational objectives and measurements (Preferred)
• Up to 15% travel may be required

Compliance

Job responsibilities include promoting a strong tone at the top that enhances the Company's positive compliance culture. Serve as a champion of the Compliance Program to ensure compliance with all applicable laws and regulations, adherence to the Code of Conduct and Compliance Program requirements, policies and procedures. Help foster Team Members' understanding the importance of compliance and maintain the Company's Open Door Policy in which Team Members understand their responsibilities and feel comfortable raising concerns without fear of retaliation.