Vice President of Member Access

At Groups, the Vice President of Member Access will be responsible for driving exceptional customer service, operational efficiency, and high quality care delivery for Member Access (Recovery Access Center + Admissions) at Groups. The VP of Member Access will be responsible to deliver Clinical, Medical, Financial and Operational performance for Member Access functions across the organization. They will work cross-functionally with other departments to drive continuous improvements, implement best practices, and ensure a top-tier new member experience. This role reports to the SVP, Operations.

Essential Functions: 

• Responsible for overseeing the overall strategy, performance, and growth of high-volume prospective member call center and admissions team
• Establish and oversee key performance indicators (KPIs) to measure the success of Member Access operations, with an emphasis on clinical/medical quality, member satisfaction, and member engagement into the ongoing care model
• Work with senior leadership to ensure Member Access strategies are scalable and responsive to regional needs, member focused initiatives, and industry trends in SUD care
• Work closely with senior leadership, including clinical/medical and operational teams, to design and refine workflows that optimize Member Access while ensuring alignment with clinical/medical priorities
• Be proactive and strategic in how we can evolve our Member Access function to best fit the evolving needs of the company, the industry, and our members, working closely with leadership
• Utilize data and analytics to identify trends, monitor performance, and continuously improve efficiency, productivity, and service quality for all Member Access functions. ● Develop and manage the Member Access operating budget, ensuring cost-effective use of resources while maintaining service levels, operational performance and clinical excellence
• Provide regular reports to senior leadership on Member Access performance, including trends, challenges, and opportunities for improvement
• Work closely with other departments (e.g. Marketing, Finance, Care Delivery TeamOperations) to ensure alignment on Group’s initiatives and goals
• Ensure compliance with all state, and federal regulations, including healthcare industry standards such as HIPAA, CMS regulations, and accreditation requirements ● Support integration and optimization of Member Access systems (e.g., Electronic Health Records (EHR), IVR system and CRM tools) to improve the coordination of care and member engagement.
• Provide strong leadership and mentorship to Member Access Leadership teams (which includes operational, clinical, and medical staff), ensuring they are effectively managing their teams and achieving desired outcomes. 
• Lead, mentor, and manage a high-performing team focused on Member Access, including hiring, training, and development.
• Foster a culture of engagement, motivation, and accountability, driving high levels of employee satisfaction and retention

Knowledge, Skills and Abilities: 

• Commitment to Groups’ mission and values
• Strong leadership and team management skills, including the ability to motivate and develop staff in a remote environment
• Previous experience managing both operational and clinical teams, driving collaboration, communication and coordination.
• Strong communication skills: you have the ability to simplify and convey complex information; you know how to facilitate the flow of information across a distributed team; and you are confident and articulate
• Proven ability to balance focus on existing business performance: strong project management skills, can aggressively manage priorities and time; and ensure follow-through
• Knowledge of addiction recovery support services and familiarity with opioid use disorder treatment
• Knowledge of relevant laws, regulations, and accreditation standards ● Exceptional and versatile problem-solving skills with the ability to thrive in high-stress, fast-paced situations
• Strong interpersonal skills: you engage people in a caring, authentic way; you know how to give thoughtful, actionable feedback; you know how to influence people and get the best out of them
• You know how to manage communication effectively across a large, dispersed team, and are comfortable representing the organization to external audiences ● Highly organized, able to multitask, and easily adapt and respond to change ● Strong IT skills including Google Apps
• Ability to use discretion and work independently
• Ability to understand and adhere to the Professional Code of Conduct

Qualifications & Requirements:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field (Master’s preferred).
• 10+ years of experience in healthcare operations, customer experience, or a similar field, with at least 5 years in a senior leadership role.
• Strong leadership skills with the ability to inspire and lead teams, while also working collaboratively with cross-functional groups.
• Access to reliable internet and telephone services, specifically 40M download and 10M upload package or higher as well as a strong WiFi signal from your remote work location
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening. Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, CPR/Basic First Aid and license/credential verifications