"Alerted.org

Director of Administrative Operations (Hybrid)

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation.  To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Director of Administrative Operations (Hybrid) on our AMA Insurance team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

As the Director of Administrative Operations, you will ensure delivery of outstanding customer service and the development of operational requirements, process and technology that provide essential customer service outcomes. As a member of the AMAI leadership team and advisor to the GVP and General Manager of AMAI, identify and execute business-wide initiatives to set AMAI direction including new products, customer acquisition, and growth. This position requires a deep understanding of the overall operations of a life/health insurance company and must be well versed on the regulatory and contractual requirements that impact the life and health insurance industry.

RESPONSIBILITIES:

Staff Management and Leadership

+ Oversee hiring, training, and performance management for Administrative Operations management team and their customer service (call center), claims, and operations teams

+ Facilitate and oversee the performance management process including setting department and individual goals, performance reviews, development plans and corrective action

+ Create a culture and processes to deliver a comprehensive and seamless service experience to all customers measured by satisfaction survey KPIs

+ Oversee education, coaching and training including systems, processes, contract interpretation, and industry issues (such as HIPAA, Fraud, Unfair Claim Settlement Practices)

+ Prepare department budgets and operate within budget expectations

Process Oversight and Improvement

+ Continually improve the customer experience by evaluating and redesigning system and business processes to enhance operational efficiency, increase productivity and drive engagement

+ Support new product opportunities by assessing operational feasibility of supporting the product, and identifying and creating workflow process and system requirements

Compliance

+ Accountable for compliance with regulatory, legal and contractual requirements, enforcing effective policies and procedures that comply with state and federal insurance regulation

+ Function as the Subject Matter Expert on insurance company guidelines, including an in-depth understanding and ability to interpret and apply insurance contract provisions to business processes, carrier manuals and procedures, and standard insurance industry business practices

+ Review and respond to escalated issues – complaints to regulators and AMA/AMAI executives

Relationship Management

+ Liaise with insurance carrier partners, TPA clients and vendors to ensure AMAI meets administrative obligations

+ Provide support for all internal and external audits.

+ Function as AMAI liaison for interactions with the AMA Facilities Management Department

REQUIREMENTS:

+ Bachelor's Degree is required. In business administration or related field, preferred.

+ 10+ years of experience heading up an insurance operations team in a life and/or health insurance company, large brokerage or third- party administrator, required.

+ Experience must include customer service, underwriting/certificate issue, life/health claims adjudication, contract interpretation and compliance, training and business requirement development; Life, Disability, Medicare Supplement product experience, required

+ Proven success facilitating progressive organizational change and development

+ Utilize a strong mentoring, coaching, and influencing style to engage and lead across all levels of the organization; leads effective training programs to support compliance and customer service

+ Knowledge of customer service and call center processes; insurance administration and claims systems

+ Directly manage relationships with TPA clients, management team of insurance company partners and vendors that support business operations

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

This role is an exempt position, and the salary range for this position is $152,939-$206,519. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee’s pay within the salary range will be determined by a variety of factors including but not limited to business consideration and geographical location, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in an incentive plan. To learn more about the American Medical Association’s benefits offerings, please click here.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION