Chief Operations Officer
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Job Description
Chief Operating Officer leading Health Advocate’s healthcare advocacy, navigation, biometrics, and well-being operations. Driving service excellence, workforce performance, vendor strategy, and client solutions remotely.
Responsibilities:
- Lead member-facing service delivery operations and service excellence, reporting to the President
- Direct contact-center healthcare benefits personnel delivering advocacy, benefits navigation, and health-advocacy services
- Direct nationwide biometrics services, including onsite biometrics, vaccinations, and health fairs
- Lead well-being program teams, including program coordinators and wellness coaches
- Lead operational support teams covering training, quality assurance, and administrative support
- Drive continuous improvement, best-practice implementation, reduced time to care, and improved member outcomes
- Manage performance using KPIs and qualitative behavioral standards
- Manage vendors critical to service delivery
- Own financial responsibility for a multi-million-dollar Cost of Sales and SG&A budget
- Represent Health Advocate with strategic clients and prospects and present its value proposition
- Build and lead high-performing service teams, including coaching, collaboration, and upskilling
- Collaborate with Product and Sales to define and implement new client solutions
- Develop service strategy aligned with company objectives
- Identify opportunities for business growth and operational efficiency
- Communicate service initiative progress, impact, and benefits to stakeholders
- Lead a distributed remote workforce through coaching, virtual quality monitoring, and engagement practices
- Develop coaching, quality calibration, workforce planning, staffing, and career-pathing frameworks
- Partner with HR and Talent Acquisition on hiring profiles, onboarding, and training curricula
- Identify high-impact, low-investment initiatives and third-party acceleration opportunities
- Develop performance measurement frameworks and analyze KPI data
- Participate in proposals, RFP responses, pricing analysis, and proposal reviews
- Assess, implement, and integrate operational technologies and vendor solutions
- Monitor competitor and industry service-delivery benchmarks
Requirements:
- Bachelor’s Degree required; Master’s Degree preferred
- Equivalent work experience may also be accepted
- At least 8–10 years of experience leading contact-center-based and field-based service operations
- Preferably experience within the healthcare benefits, navigation, or advocacy industry
- Proven record of service delivery excellence in a remote work environment
- Experience managing budgets, forecasting, and analyzing trends
- Experience negotiating service agreements and managing vendor relationships
- Experience building workforce planning and staffing models, including forecasting, scheduling, and staffing ratios
- Experience evaluating and implementing operational or service technologies and vendor solutions
- Excellent leadership and people management skills
- Experience building frontline coaching and quality calibration practices
- Excellent communication and stakeholder management skills, including representing an organization to clients and prospects
- Strong problem-solving and analytical thinking abilities
- Keen attention to detail
- Adaptability and sound business acumen
- Ability to travel periodically to headquarters, client, or prospective client locations
- Ability to perform typing, online virtual meetings, phone calls, individual meetings, reading, concentration, and verbal/written communication throughout the workday
Benefits:
- Training provided to do the job well
- Supportive supervisors and staff
- Opportunities for career growth and internal promotion
- Remote work from home
- Periodic travel opportunities to headquarters, clients, or prospective client locations as required
- Reasonable accommodations for individuals with disabilities
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