Senior Director TRICARE Referral Management - UMVS - Phoenix

Details: The Senior Director TRICARE Referral Management - UMVS is directly responsible for the development, implementation, daily operations and outcomes of the Referral Management Department as stated in the TRICARE contract. The Senior Director reports to the VP, Medical Management Operations and is responsible for a staff of over 150 referral management staff.Responsibilities:Design and develop the UMVS Referral Management organization, processes and tools that directly comply with the TRICARE contract Establish, implement and set controls around all referral management processes and activities to comply with the TRICARE contract Develop all processes to ensure solid execution on all areas of the TRICARE referral management contract and government established policies and procedures Oversee daily call center performance ensuring high levels of response and customer service to providers, Military Treatment Facilities and the government Successfully lead up to 150 referral management staff in the central office with another 60 staff in the field Motivate and generate enthusiasm among all employees and promote strong morale Provide honest and timely performance feedback while identifying opportunities for growth and learning Develop and manage the referral management operational budget; develop corrective plans, as appropriate Establish clear roles, direction, responsibilities and assess reactions and respond appropriately Leads large, complex projects to achieve key business objectives; works with other operational leaders to deploy the Referral Management program and products. Work effectively with operational leaders to deploy new programs and services for beneficiaries and/or to refine and deploy the changes for execution. Execute and maintain clear and concise communication channels between the field and key operational units regarding issues, operations and performance metricsBA or//BS Degree and/or equivalent ; Masters preferred and preferably a degree in business 3+ years public sector and/or TRICARE experience in referral management operations is preferred 10+ overall customer service / call center leadership experience at an advanced level 7+ years leadership and operational performance experience through multiple layers/multiple discipline staff (minimum of 100+ team members) Superior communication, presentation and interpersonal skills Excellent operational problem-solving skills; ability to resolve operational issues quickly and effectively Proficiency in Microsoft Office, Call center applications, Work-force management applications, Quality tools and technologies, Microsoft Project and other related Call Center software Excellent conflict management skills Experienced in goal-setting (defining and prioritizing specific, driving objectives) Demonstrated ability to develop and implement process enhancements including technology and performance Ability to coach and motivate others, with high influencing skills Ability to successfully work in a change environment Demonstrated ability to organize, prioritize work schedules / projects proficient with development and analysis of operational reporting Demonstrated analytical skills Excellent verbal, written and presentation skills Ability to manage internal and external customer relationships and expectations Ability to understand, interpret and convey technical and procedural information effectively

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