Demant is a leading international hearing healthcare company that develops, produces, and sells hearing solutions, accessories, diagnostic instruments, and personal communication. The group operates in a global market with companies in more than 30 countries, employees exceeding 14,000, and revenues of well over 2 billion USD. Demant has a strong presence in the US market and is looking for outstanding passionate talent committed to the goals and mission of the company. As one of the global market leaders in the hearing health care field, opportunities exist in many of our businesses, shared services, as well as new ventures and projects. Group companies collaborate in many areas and share resources and technologies.
Birdsong Hearing Benefits, a wholly owned subsidiary of Demant, is seeking a Vice President of Operations and Contact Center to spearhead its claims, call center and operations activities for the hearing benefit manager and its clients. The Vice President of Operations will be a key member of the executive team. This position actively participates in the oversight of the claims administration and contact service center. The VP provides oversight for development of strategies and processes, direction of staff, and execution of operational tasks within the scope of the operations unit. Key areas of responsibility include TPA services associated with hearing benefit manager role and oversight, audits, management of corrective action plans, internal audits, policies and procedures, continuity of care, call center operations, and key performance indicators associated with contract guidelines. The VP leads with the execution of the organization’s operational strategy with a focus on operational excellence and stellar customer service. The VP of Ops is tasked with managing the consumer and end-user journey encapsulating all experiences through Members and Customer Service functions, Operational Excellence /Continuous Improvement, and Operations.
By setting comprehensive goals and objectives, the Operations and Contact Center role leads and encourages maximum performance and dedication. This role is a high-visibility position, requiring effective communication skills by representing Birdsong and its subsidiaries, and its mission both internally and externally. The position works with leaders across the organization to implement strategies and carry out the value proposition of the organization through the operations and contact center activities. The VP, Operations drives a strong focus on consumer/member service, elevating the experience, operations, and strategy together, to strengthen and expand membership offerings. The VP has accountability for ensuring excellent end to end consumer/member/provider/payer experience, producing consumer/member/provider/payer value, applying best practices, improving operational effectiveness, encouraging innovation, and driving sustainable growth. The role will act as a partner to the President and will work collaboratively with the rest of the leadership team. The position will reside in Jacksonville, Florida.
Key Strategy & Execution
Operational, Claims and Call Center Management
Consumer/member/provider/payer Operational, Claims, and Contact Center Experience
Key Accountability Metrics
Requirements and Must Have Criteria
Other Personal Characteristics and Experience
The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.