Director, Client Member Operations

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

We are looking to add a Director of Client Member Operations for our growing team in San Diego, CA. RPA San Diego operates as a third-party (TPA), consulting, and strategic management branch for collectively bargained benefit plans, pooled purchasing arrangements and trusts. Our mission is to deliver high-quality, affordable, and accessible healthcare to our members.

The Director of Client Member Operations will oversee the strategy and day-to-day activities of the Member Service Centers and Member Advocacy. They are responsible for planning, directing, coordinating, and controlling all aspects of the operating functions, processes, and staff of the facilities while demonstrating the primary goal of providing efficient services that exceed member expectations and improve clinical and financial operations.

Supervisory Responsibilities:

· Participates in the hiring and training of team members.

· Ensures staffing levels are appropriate and schedules are followed to provide positive member experience.

· Conducts performance evaluations that are timely and constructive.

· Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

· Establishes quantitative and qualitative metrics, guidelines, and standards by which the departments efficiency and effectiveness can be evaluated; identifies opportunities for improvement.

· Strategic planning for growth and development of services and staffing to maximize efficiency, capacity, and utilization of resources.

· Oversees the ongoing member support services and works with their team to create reports to improve the member and staff experience.

· Reviews, analyzes, and evaluates business processes and procedures.

· Implements processes and procedures that will improve day-to-day operations.

· Ensures work environments are adequate and safe.

· Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets for the Member Services Centers to ensure budgetary compliance.

· Communicates and explains new directives, policies, or procedures to team members. For major changes, meets with the entire operations staff to explain changes, answer questions, and maintain morale.

· Improves member service and satisfaction through maintaining standards.

· Coordinates with the implementation team to integrate the efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more efficient business processes.

· Maintains regulatory compliance to ensure highest level of quality and patient outcomes.

· Projects a positive image of the organization to employees, customers, industry, and community.

· Performs other related duties as assigned.

Required Skills/Abilities:

· Thorough understanding of practices, theories, and policies involved in healthcare.

· Superior verbal and written communication and interpersonal skills.

· Superior managerial and diplomacy skills.

· Extremely proficient in Microsoft Office Suite or related software.

· Excellent organizational skills and attention to detail.

· Excellent analytical, decision-making, and problem-solving skills.

Education and Experience:

• Master's degree in Healthcare or Business Administration preferred OR Registered Nurse preferred with equivalent background
• Experience with direct reports for 5 years
• 10 years of related experience in the well being industry

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We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

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Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.