Associate Director, Shared Services

Key Responsibilities

• Ensure timely and secure access to health information for our clients and members.
• Drive profitable growth and scale of shared services teams through skillful resource management, workflow optimization, and workload segmentation.
• Implement large-scale strategic initiatives to enhance workflows, productivity, and procedures across HIM, Medical Intelligence, and Quality & Training
• Establish and monitor key performance indicators (KPIs) to ensure service level agreements are met
• Lead key projects involving Salesforce, iMed, and automated credentialing tools
• Directs and provides guidance and technical expertise to shared services to deliver targeted results, ensure success, and achieve optimal outcomes
• Design and improve the end-to-end process for intake and delivery of provider information, clinical data, and medical records
• Ensures the organization’s operation is efficient, effective, and in compliance with all client, federal, and state requirements
• Coaches, mentors, and provides ongoing development and performance management of direct and indirect reports, fostering a culture of continues improvement
• Collaborates and fosters excellent relationships with internal stakeholders and external partners to enhance clients and members services (e.g., Comprehensive Member Services, Health Navigator, Claims, and Clinical)
• Leverage data analytics to identify trends, measure performance and guide strategic decisions
• Develops, supports, and executes IT and strategic business initiatives aligned with organizational goals
• Lead change management initiatives to support organizational transformation

Qualification & Requirements

• 10 years in healthcare payor or insurance services
• 5 years of management experience in the insurance industry required
• Stop Loss, Payor, Clinical, or Insurance industry experience preferred
• Bachelor’s Degree
• Experience or qualifications in Lean methodology
• Experience in process / workflow building, operational improvement, and project management
• Experience working with product and data teams to create and improve processes
• Ability to build models to answer your own questions to form data-driven, concrete answers in a world with imperfect information
• Excellent critical thinking, problem solving, analytical, and decision-making skills; ability to plan, strategize and implement
• Excellent written and verbal communication skills

Benefits

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a “Top 10” employer by the Boston Globe’s “Top Places to Work” for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.