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Vice President, Operations

Superior Vision Services

This is a Full-time position in Atlanta, GA posted November 7, 2021.

SEE  how you can  make a difference!

Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision. 

Versant Health provides vision care to 37 million members nationwide!

To ensure your continued success we provide opportunities for advancement and development. 

Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family 

Scope and Purpose of Position

The Vice President of Operations is responsible for directing the business strategy, organization, direction, and workload completion of all activities related to Customer Service, Claims, Benefit Management, Enrollment & Eligibility, and Client Implementation for Commercial and Regulatory lines of business. 

Essential Functions

  • Key leader within the Customer Service function with direct accountability for all call centers that supports Versant Health products; and participates within the shared service function to support all Versant Health call centers
  • Responsible for the attainment of Service Level Agreement metrics and for communicating Call Center performance internally and directly to customers when required
  • Accountable for developing and sustaining a culture of customer service excellence to include measurements and continuous improvement
  • Develop and manage overall forecast, budget and staffing models for all locations to meet corporate objectives and business production needs
  • Support the development and maintenance of all statistical reporting for the customer service functions, including timeliness, accuracy, and quality
  • Manage workforce planning to include scheduling, reporting, forecasting, etc.
  • Responsible for the development of, and compliance with, Service Level Agreements (SLA s) with Sales, Client Management, Operations, and IT
  • Responsible for the establishment of and compliance with standard practices in the Call Center and for implementing best practices and continuous process improvement
  • Oversee the Claims department to include selection, training/development, coaching, counseling, and performance management
  • Establish and successfully communicate Claims department goals and objectives with leaders
  • Ensure claims are processed in an accurate and timely manner
  • Ensure the appropriate use of the Business Critical Applications in the Eligibility Department.
  • Oversee the management of all Eligibility including EDI, Manual, Gateway, and COBRA processes in accordance with the organizations policies and applicable laws.
  • Ensure client benefits, provider and member reimbursements, and client fee-for-service billing rates are set-up properly for timely administration in CompuVision and the Customer Service Portal
  • Travel to other Versant Health locations as necessary 

Education and Experience

  • Preferred Bachelors degree in related field or equivalent combination of experience and education
  • 15+ years of related leadership experience
  • Thorough knowledge of healthcare insurance (vision experience a plus) preferred 5+ years in an insurance company
  • Extensive experience with Microsoft Office Suite, and other operational and data analysis reporting tools and systems ie.


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