Job Title: Vice President of Operations and Service Delivery
Location: Remote
Department: Epic
Reports to: Chief Operating Officer
Employment Type: Full-time, Exempt
Travel Required: Yes, up to 30%
Salary Range: $179,800 - $194,300
Summary
The Vice President of Operations and Service Delivery will lead the charge in directing and optimizing the day-to-day functions of our Project Management Office, Affiliate Success, Epic Applications and Training teams. Reporting to the Chief Operating Officer, the Vice President of Operations and Service Delivery will be a seasoned leader with a proven track record in operational excellence, strategic planning, and team leadership within the healthcare operations and/or healthcare technology industry, ensuring streamlined processes, scalable frameworks, and best-in-class customer and patient experience.
Essential Functions
- Provide visionary leadership and day-to-day management support for Affiliate Success, Project Management Office, Epic Applications and Training teams.
- Spearhead the development, communication, and implementation of growth and Epic optimization strategies to ensure affiliate customer satisfaction and operational efficiency.
- Responsible for contracting, planning, developing, and managing affiliate customer engagements; includes determining all optimization project schedules, scope, and budget.
- Drive seamless Epic onboarding processes and work cross-functionally with our Revenue Cycle, Implementation, and Affiliate Success teams to proactively manage each affiliate’s successful implementation and stabilization.
- In collaboration with the Epic and Revenue Cycle management teams, provide project management oversight and ensure that projects are effectively planned with considerations for staffing capacity and scope.
- Apply industry best practices to guide the development of operational processes, team structures, and organizational frameworks that support scalable implementations, optimization and support and maintenance.
- Will be responsible to recruit, hire, train staff, evaluate employee performance and recommend or initiate promotions, transfers and disciplinary actions.
- Strategically assess and align resource planning with current and future business needs, ensuring organizational capacity supports scalable growth, operational excellence, and affiliate success.
- Partner with Epic and other vendors to support custom enhancements and operational needs.
- Partner with Senior Leadership to effectively escalate critical issues and track them through resolution.
- Propose and execute strategies and tactics to improve how affiliates and patients interact with Epic.
- Build and maintain trusted, collaborative relationships with affiliates and ancillary partners.
- Responsible for working with the VP of Finance and Senior Leadership team on creating and managing a sustainable fiscal year budget.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Customer Service and Interpersonal Skills, Oral and Written Communications
- Strategic Thinking and Problem Solving
- Executive Relationship Management and Stakeholder Engagement
- Computer and Technical Skills
- Ethics, Diversity, Initiative and Teamwork
- Quality, Safety and Security
Education and/or Experience
- Bachelor’s degree in business administration, Operations Management, Healthcare Operations, or related field
- Minimum of 10 years of progressive leadership experience in program management, account management, operations, or related roles, with organizations using Epic
- Experience and comfort working with large groups of individuals
- Self-directed, with the ability to prioritize and simultaneously work on multiple projects
- Experience working in the nonprofit sector preferred
- Prior experience in healthcare-focused consulting, professional services or managed services environment preferred
Skills and Qualifications
- Excellent writing and oral communications skills
- Detail oriented with excellent organizational skills
- Proficiency in Microsoft Office, Excel, Word, PowerPoint, Outlook and video conferencing services
- Ability to work accurately and with composure under deadline pressure
- Ability to thrive in a fast-paced, remote work environment
- Ability to work independently, including handling multiple projects/tasks simultaneously
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus.
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.
