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VP Provider Services PS5424
LITTLE ROCK AR 72205
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-89785698

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Anthem

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  Job posted:   Fri May 18, 2018
  Distance to work:   ? miles
       
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VP Provider Services PS5424
VP Provider Services PS5424


**Location:** **United States**


**Field:** Executive


**Requisition #:** PS5424


**Post Date:** 2 hours ago


**POSITION OVERVIEW**


The Vice President, Provider Services will be responsible for driving and influencing meaningful change in the provider community by incorporating the Voice of the Customer process and key learnings to evolve the Provider Service model for the Commercial, Medicare and Medicaid lines of business. This will include the overall accountability for managing multiple call centers, the performance of several on and offshore vendors, the Utilization Management Intake request process, provider issue resolution, and oversight of E-solutions teams that drive increased digital adoption and self-service. This individual will report directly to the SVP, Service Experience and will be responsible implementing innovative and consistent strategies to drive significant organizational change to an environment in which associates are empowered to serve the provider in the moment. In addition, he/she will focus on improving overall efficiency and satisfaction (including opportunities to increase vendor sourcing and digital solutions), which will allow for redeployment of resources to invest in other critical areas. Accountable for measurable improvements in net promoter score and provider service levels, as well as achieving the company's overall cost of care objectives. This leader will play a critical role in developing an industry-changing experience for providers and to differentiate Anthem in the marketplace. Ability to work closely with other leaders to coordinate broader strategy goals in a complex organization. Strong alignment and partnership with IT for automation and business stabilization as well as across Service Experience and Enterprise Excellence (e.g. Claims) and the broader Enterprise (e.g. Provider Solutions).


Key to success in this role, the ideal candidate will:


+ Drive change and innovation in a call center environment and have an outside-in perspective (is customer/provider driven; understands external trends and technological innovations)

+ Create a multi-year plan outlining steps and tactics required to improve the Provider Experience

+ Understand products and technology and is accountable for taking actionable steps to deliver exceptional service

+ Analyze current operations and creates a strategy to simplify and optimize processes, break down silos, and share resources/best practices

+ Utilize information, reporting, analytics and performance measures to identify opportunities for performance improvements before they become major challenges

+ Meet or exceed Multi Year Plan commitments through optimizing resources, analyzing root causes of process bottlenecks and developing sustainable strategies to improve transaction productivity and quality

+ Provide servant leadership to the Provider Services team, building trust and confidence with associates and customers

+ Build exceptional talent across the organization by creating an environment that is focused on coaching, diversity, inclusion and associate engagement.

+ Contribute as an active member of the Senior Leadership Team responsible for Service Ops across the Enterprise


**CRITICAL SUCCESS FACTORS**


**_Communication and Influence_**


+ Ask tough questions, challenge and engage leaders in conversation to ensure the right things happen for the business

+ Help leaders understand business implications of actions, influencing a change in direction as needed

+ Integrate key messages into all communications to ensure people understand how initiatives work together to support business goals

+ Has the executive presence to influence direction and inspire confidence with Anthem's senior leaders **_Visionary Thinking_**

+ Establish strategies that create or sustain competitive advantage

+ Think broadly and long-term, recognizing the impact of decisions and actions on Anthem's membership, business and key stakeholders over time **_Focus your people_**

+ Create an environment that enables and focuses people on the company's mission and vision

+ Inspire superior performance by cultivating ownership and personal commitment to goals and objectives

+ Communicate strategic context to ensure people understand what we are doing and what drives them

+ Discontinue efforts not focused on critical business priorities **_Executing for Results_**

+ Hold oneself to the highest standards of accountability; has the ability to drive change while maintaining operating effectiveness; integrates and aligns efforts across functions; monitors results; tackles problems directly and delegates effectively. **Direct reports: 7; indirect reports: 2200, not including vendors**


+ Bachelor's degree in a related field (Master's preferred)

+ Must have 10+ years of experience in a large complex operations organization

+ Experience in leading provider service innovations in a call center environment

+ Large, Multi-site call center experience required

+ Deep Experience with provider service including understanding of reimbursement models, claim processing, and the associated process and technology solutions

+ Track record of formulating vision/strategy and taking it through to completion

+ Demonstrated record of developing individual talent and building strong teams

+ Experience with vendor partnerships

+ Demonstrated ability to continually champion and influence change at senior levels through innovation and risk taking that results in new and improved ways to increase performance

+ High integrity with a passion for excellence

+ Ability to drive vision to reality through partnership, collaboration, influence and creative thinking with internal organization and business partners and the provider community

+ Views problems from a business perspective, with consideration to financial impact and risk

+ Demonstrated successful leadership skillsin program management, program execution, and people management

+ Ability to plan,organize, administer, and coordinate a varietyof large and complex services, projects, and programs

+ Successful leadership and management experience building effective teams, managing cross functional teams, and continuous improvement/staff development programs

+ Demonstrated superior oral/written interpersonal communication, persuasion, and negotiation skills

+ Strategic thinking and demonstrated organizational leadership capabilities required

+ Analytical ability, innovation and creativity, teamwork and communications

+ Ability to successfully interface at all levels with the customer, industry, and corporate entities


*Position located in one of Anthem's nationwide core offices, including Richmond, VA; Norfolk/Virginia Beach, VA; Nashville, TN; Midland, GA; Tampa, FL; Indianapolis, IN; Denver, CO; Las Vegas, NV; with expected heavy nationwide travel.


**_Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at antheminc.com/careers. EOE. M/F/Disability/Veteran._**

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