Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve. We encourage and support professional development for our employees, and we are dedicated to social responsibility.

We have an opportunity at our corporate offices in Chicago for a Director of Administrative Operations (Hybrid) on our AMA Insurance team. This hybrid position reports into our Chicago, IL office and requires a presence in office three days a week.

As the Director of Administrative Operations, you will ensure delivery of outstanding customer service and develop operational requirements, processes, and technology that provide essential customer service outcomes. As a member of the AMA Insurance leadership team and advisor to the GVP and General Manager of AMA Insurance, you will identify and execute business-wide initiatives to set direction for new products, customer acquisition, and growth. This role requires a deep understanding of the overall operations of a life/health insurance company and must be well-versed on regulatory and contractual requirements impacting the industry.

• Oversee hiring, training, and performance management for the Administrative Operations management team and their customer service (call center), claims, and operations teams.
• Facilitate and oversee the performance management process including setting department and individual goals, performance reviews, development plans, and corrective action.
• Create a culture and processes to delivereme a comprehensive and seamless service experience to all customers measured by satisfaction-survey KPIs.
• Oversee education, coaching and training including systems, processes, contract interpretation, and industry issues such as HIPAA, Fraud, and Unfair Claim Settlement Practices.
• Prepare department budgets and operate within budget expectations.

• Continually improve the customer experience by evaluating and redesigning system and business processes to enhance operational efficiency, increase productivity, and drive engagement.
• Support new product opportunities by assessing operational feasibility and identifying and creating workflow process and system requirements.

• Accountable for compliance with regulatory, legal and contractual requirements, enforcing effective policies and procedures that comply with state and federal insurance regulation.
• Function as the subject-matter expert on insurance company guidelines, including an in-depth understanding and ability to interpret and apply insurance contract provisions to business processes, carrier manuals and procedures, and standard insurance industry business practices.
• Review and respond to escalated issues - complaints to regulators and AMA/AMA Insurance executives.

• Liaise with insurance carrier partners, TPA clients and vendors to ensure AMA Insurance meets administrative obligations.
• Provide support for all internal and external audits.
• Function as AMA Insurance liaison for interactions with the AMA Facilities Management Department.

1. Bachelor's Degree required; business administration or related field preferred.
2. 10+ years of experience heading an insurance operations team in a life and/or health insurance company, large brokerage gegarande, or third-party administrator required.
3. Experience must include customer service, underwriting/certificate issue, life/health claims adjudication, contract interpretation and compliance, training, and business-requirement development; Life, Disability, Medicare Supplement product experience required.
4. Proven success facilitating progressive organizational change and development.
5. Utilize a strong mentoring, coaching, and influencing style to engage and lead across all levels of the organization; leads effective training programs to support compliance and customer service.
6. Knowledge of customer service and call-center processes; insurance administration and claims systems.
7. Directly manage relationships with TPA clients, management teams of insurance company partners, and vendors that support business operations.

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation. commerciële

This role is an exempt position. The salary range is $152,939-$206,519. Pay will be determined by a variety of factors including business considerations, geographical location, and candidate qualifications. Employees are also eligible to participate in an incentive plan. To learn more about the American Medical Association's benefits offerings, please click here.

We are an equal opportunity employer, committed to diversity in our workforce. uphe all qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity, or veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION