Job Opening: Director, Customer Operations

Concert is a software and managed services company that promotes health by providing the digital infrastructure for reliable and efficient management of laboratory testing and precision medicine. We are whole-heartedly dedicated to enhancing the transparency and efficiency of health care. Our customers include health plans, provider systems, laboratories, and other important stakeholders.  We are a growing organization driven by smart, creative people to help advance precision medicine and health care.  Learn more about us at www.concert.co.

Your Role

Concert is seeking a Customer Operations lead to support the implementation and account management of its Diagnostic Benefit Program (DBP) customers.  It will be your role to utilize your project management and operational expertise to provide support directly to plans and partners as they implement and utilize Concert’s suite of policy and claim edit products.  You will be a voice for customer operations within the Concert organization and with our customers and partners.

You will be joining an innovative, energetic, passionate team who will help you grow and build skills at the intersection of diagnostics, information technology and evidence-based clinical care.

• ​After 3 months on the job you will have:
  • Developed an understanding of Concert’s core data assets and internal tools, market strategy, information architecture and their role in supporting the Diagnostic Benefit Program (DBP)
  • Started engaging with Concert’s current customers, familiarizing yourself with key personnel and current program status
  • Reviewed all customer implementation materials and processes and provided feedback on areas of improvement
  • Integrated company mission and strategy into your work and deliverables 
• After 6 months you will have: 
  • Engaged with key claim edit API partners to build personal relationships and understand the interaction between the partners and Concert’s health plan customers 
  • Tracked key performance indicators (KPIs) related to customer service and implementations, analyzing data to identify areas for improvement
  • Taken the lead on operationally supporting targeted customers
  • Participated in and supported a new customer implementation 
  • Developed communication and tracking process with Director, Customer Success on customer support requests
• After 12 months you will have: 
  • Implemented a new customer on Concert’s Diagnostic Benefit Program (DBP) via Concert’s claim edit partners
  • Improved DBP implementation strategy to maximize program performance across multiple functional areas, including network management, payment integrity and medical policy
  • Using previous experiences as a guide, identified and mitigated risks that may impact service delivery or customer satisfaction
  • Become a go-to resource within the company for questions about responsible customers and partners

What Leads to Success

• Effective Communication You build rapport and great working relationships with senior leaders, peers, and use the relationships you’ve built to drive the company forward. 
• Executes well You are biased to action and get things done. You acknowledge unknowns and recover from setbacks well.
• Empathetic As the voice of customers and partners, you are comfortable advocating for resolutions that meet their needs while supporting Concert’s long-term operational strategy
• Attentive to detail You appreciate customer operations and are comfortable coordinating, tracking and addressing challenges and issues across customers
• Comfort with ambiguity  You aren’t afraid of uncertainty and blazing new trails, you care about building towards a future that is different from today. 
• Technical Bravery You are comfortable with new technologies and eager to dive in to understand data in the raw and in its processed states.
• Mission-focused You’re personally motivated to drive more affordable, equitable and effective integration of genomic technologies into clinical care. 

Relevant Skills & Experience

• Minimum 5 years of Health plan/Payment Integrity experience
• Leadership and project management
• Change management
• Customer service expertise
• Strategic thinking
• Communication and interpersonal skills
• Analytical skills
• Problem solving and decision making
• Technical proficiency

Location

This company is based in Nashville, Tennessee, however, Concert supports working remotely and is flexible in terms of location in order to find the right candidate.

Title and compensation will be commensurate with experience.  This position will report to the VP of Operations.   For further questions, please contact Dan Kauke, VP of Operations, dkauke@concert.co.