Title: Director of Operations
Departmental Scope: Case Management Team; Intake, Authorization, Account Management & Logistics
Current Staff: Approximately 20; Three-year growth plan exceeds 100 FTE's for department
Reports to: VP of Operational Excellence (interim period; 90-180 days); Chief Operating Officer (thereafter)
Ideal Candidate: The ideal fit for the position of Director of Operations for IPG would be an experienced operations professional who has demonstrated an ability to lead and inspire diverse groups of people toward common achievement of company goals, while delivering a proven high level of service. A solid understanding of the healthcare industry is necessary, and ideally that would include experience in an ancillary healthcare service model. Candidate has proven ability to accurately forecast staffing needs and construct a meaningful workforce hiring/development plan, as well as adapt to the changing needs of a growing organization.
Additional beneficial experience could include:
- Large call center or customer service operation in the healthcare space
- Successful company with high and fast growth sustained over multi-year period of time
- Heavy reliance on technology and/or enterprise level systems, including use of reporting and performance management tools
- Understanding of scalability initiatives and the importance to the organization
- Experience a shift/growth of a business model as an industry evolved; change management
The Company: Implantable Provider Group (www.ipgsurgical.com) manages high-cost implantable medical devices by purchasing implants directly from the manufacturers and then directly bill the insurance company, alleviating the need for facilities (hospitals/surgery centers) to do so. This allows the insurance carriers to manage one contract for implant purchases while gaining much better grasp of the data associated with implant procedures, and the facilities no longer have to expend valuable cash or be concerned with reimbursement challenges for implant equipment. IPG has been ranked by INC magazine as one of the fastest growing companies in America and has received a significant investment by Sequoia Capital (www.sequoiacap.com), one of the largest and most successful institutional investors in the world.
Key Metrics: There are some basic key indicators of the department performance as well as scalability initiatives that need to be undertaken:
- Establish a positive work environment between the operations team and the rest of the company, particularly field sales
- Monitor performance vs expectations for each position in the department
- Staffing of CM & Logistics Departments to support growth
- Customer Service & Satisfaction Metrics
Other Initiatives: Effective Interdepartmental Communications
Maintain current documented Policies & Procedures for the department (PDF eBook)
Maintain best practices; benchmarks and complaint log
Team building & personal/individual growth opportunities
Annual Budgeting & Strategic Planning; Operating year compliance
Support and collaboration on technology projects; Automation
For information about this position, contact:
Michael Jones, President & COO