CareIQ Service Operations Director

The Director of CareIQ Service Operations is responsible for the management of operations regarding CorVel Ancillary Services including Intake, Medical Scheduling, and Vendor Services Coordination. Operations oversight includes supporting and leading product and business development, service level improvement, team building and staff retention, production and quality management, workflow and process management, and customer support of services.

This is a remote position with occasional travel for meetings and trainings.

Essential Functions & Responsibilities

• Operate as the Subject Matter Expert regarding CareIQ’s Intake, Scheduling and Coordinating products
• Monitor staffing, workload, productivity, and capacity across service lines to ensure appropriate resource alignment and consistent service delivery
• Manage several departments spanning multiple service lines
• Implement and oversee workflow processes according to service level agreements and best practices to ensure product efficiency and accurate service delivery
• Production and quality management to ensure that team performance metrics are established and met
• Provide excellent internal and external customer support including issue resolution, product training, and service assistance
• Lead operations efforts for hiring, training and team member development that builds staff engagement and retention
• Assure optimal team performance through continued training, coaching and team-building
• Review and monitor departmental service, quality, and administrative results; identify performance gaps and implement corrective action to ensure program expectations and service levels are met or exceeded
• Ensure client specific processes are sustainable and implemented accurately
• Collaborate with CareIQ leadership and cross-functional partners to ensure consistent service delivery and operational alignment
• Maintain appropriate knowledge of jurisdictional regulations, regarding ancillary care, and ensures services are provided in accordance
• Partner with sales staff on product proposals and presentations
• Lead service operations discussions with corporate IT and Development for system maintenance and enhancements
• Additional duties as assigned
  
  

Knowledge & Skills

• Strong leadership and mentoring skills
• Demonstrated ability to provide superior service to internal and external stakeholders
• Demonstrated ability to build trust and strong cross-functional relationships across an organization to achieve common goals
• Proven project management and process improvement skills
• Proven skill in prioritizing, problem solving and accelerating change
• Sense of urgency and ability to multitask in a dynamic, fast-paced environment
• Strong proficiency in Microsoft Office applications is required
• Excellent written and verbal communication skills
  
  

Education & Experience

• Minimum of Bachelor’s degree in business, healthcare or related field with experience
• Master’s degree in business, healthcare or related field with experience preferred
• Prior managerial experience in Ancillary Benefit Management or Utilization Management preferred
• At least 5 years of prior management experience in healthcare services required
  
  

Pay Range

CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.

For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.

Pay Range: $98,157 - $152,560

A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management

In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.

About Corvel

CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 3500 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.