The Government Programs Director has responsibility to assist in sales efforts in acquiring new client opportunities and is also responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. Manage full range of project life cycle (Initiate, Plan, execute, close).
Essential duties will include, but are not limited to:
Relationships and Collaboration
• Build relational network within assigned accounts
• Leads cross functional implementation teams
• May mentor and train other Government Programs staff
Sales and Marketing
• Leverage relational network within assigned accounts to identify opportunities to expand Performant’s services footprint
• Partner with sales executives to scope opportunity and develop sales discussions with the clients
• Supports building definition of offerings for potential accounts as well as assigned account base
• Shared responsibility for account financial growth targets
• Conducts feasibility analysis as part of the sales and contracting process
• Builds forecasting and growth plans for assigned accounts
Solution Delivery and Client Satisfaction
• Develops implementation strategy, plan and resource requirements for new accounts or projects
• Establishes metrics, process flow, roles & responsibilities, timelines, budgets, and requirements for project go-live
• Ensure appropriate alignment of resources and efficiencies to protect and grow margins while delivering value to the customer
• Responsible for delivery of results according to scope of existing contract
• Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
• Understands customer needs and appropriately manages customer expectations
• Conducts compliance reviews and takes initiative for recommendation and action to mitigate risks
• Review and input to reporting and analytics for assigned accounts
• Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
• Handles escalated problem solving and issue resolution
• Has accountability for resolution of complex or escalated billing issues
• Monitor overall account health and client satisfaction
Team Management
• Direct and supervise work of small direct and expanded cross-functional account support team
• Sets clear expectations aligned with company and account strategy
• Provides coaching, feedback and holds accountability for results and behaviors
• Serves as positive role model and leads by example in alignment with company mission, vision, and values
Internal Business Process Improvement
• Participate in developing a program management process based on project and client services best business practices and procedures
• Develop and ensure quality delivery of Client Training curriculums
• Development, adoption and maintenance of Issue Escalation procedures
• Participates in vendor selection and management
*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.
• Requires exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
• Ability to deal well with ambiguity. Can effectively shift focus and priorities comfortably, can decide and act without having the total picture, comfortable handling risk and adversity.
• Applies excellent interpersonal skills both in one-on-one situations and in larger group meetings.
• Proven ability to work independently and in cross-functional teams, with Government customers and key stakeholders through collaboration, adapting and consulting.
• Possess ability to work in team environment where collaboration and the knowledge transfer process are critical for success.
• Ability to build strong relationships both internal and external to the organization
• Exercises excellent judgment and possesses a keen attention to detail
• Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
• Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
• Ability to make good decisions and perform work independently to drive results given direction in the form of assigned goals objectives.
• Demonstrated ability to provide excellent service to diverse clients and maintain positive attitude in fast paced, dynamic environment
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Acts with confidence and achieves results
• Builds credibility and trust
• Mind-set of continuous improvement and adapts quickly to change
• Strong computer application skills (Microsoft office suite, and others)
• Experience in managing projects and programs with cross matrix teams
• Ability to manage multiple projects simultaneously with exceptional organizational skills under pressure
• Strong process, project and program management skills
• Strong management skills in coaching, mentoring and training
Additional Requirements:
•Ability to obtain and maintain client required clearances as well as pass company regular background and/or drug screening.
•Completion of Teleworker Agreement upon hire, and adherence to the Agreement (and related policies and procedures) including, but not limited to: able to navigate computer and phone systems as a user to work remote independently using on-line resources, must have high-speed internet connectivity, appropriate workspace able to be compliant with HIPAA, safety & ergonomics, confidentiality, and dedicated work focus without distractions during work hours.
Physical Requirements:
**NOTE: Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff may be notified and required to work from a Performant office location on an ad-hoc or periodic basis.
Basic office equipment required to perform remote work is provided by the company.
•Job is performed in a standard busy office environment with moderate noise level (or may be home-office setting subject to Company approval and Teleworker Agreement), sits at a desk during scheduled shift, uses office phone or headset provided by the Company for calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a mouse.
•Reads and comprehends information in electronic (computer) or paper form (written/printed).
•Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment.
•Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts.
•Consistently communicates on the phone as required primarily within the department and company and may include client contacts or other third-party depending on assignment with account holders, may dial manually when need or use dialer system; headset is also provided.
•Occasionally lift/carry/push/pull up to 10lbs.•Limited travel may be required.
• Minimum 8-10 years senior professional level experience in corporate or healthcare management environment, including experience working with Government clients.
• Minimum 5-7 years of experience in corporate or healthcare management environment with direct management responsibility for teams of 5 or more.
• Minimum of 5 years of experience leading and directing large cross functional project teams.
• Bachelor’s degree in business, finance, management, or related field
• Certified coder, registered nurse, healthcare management or other medical field degree or certification for healthcare account focused positions is preferred
Other Requirements:
Performant is a Government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and clearances (as applicable).
•Must submit to and pass pre-hire background check, as well as additional checks throughout employment.
•Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors, nor on state/federal debarment or exclusion lists.
•Must submit to and pass drug screen pre-employment (and throughout employment).
•Performant is a government contractor. Certain client assignments for this position requires submission to and successful outcome of additional background and/or clearances throughout employment with the Company.
Employment VISA Sponsorship is not available for this position
Job Profile is subject to change at any time.
EEO
Performant Financial Corporation is an Equal Opportunity Employer.
Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.
NO AGENCY SUBMISSIONS WITHOUT PERFORMANT AUTHORIZED AGENCY AGREEMENT AND APPROVED PERFORMANT JOB ORDER
