VP Of Chart Retrieval Operations

Change Healthcare Lombard , IL 60148

Posted 4 months ago

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

The VP Chart Retrieval reports to the COO of Clinical Review and Coding and is an essential leadership role and key operational advisor. The role leads and sets strategic and operational direction for Continuous Improvement (Lean/Sigma activities and initiatives), Operational Effectiveness (Operational Metrics and Analytics), and Chart Retrieval (Call Center, Scheduling, Document Management, Field Reviewers and Training and Onboarding) . As part of this role the head of Operations is critical to delivering the overall revenue of the division (approx. $100M) and is directly responsible for $22M of direct cost. Additionally, through the Continuous Improvement and Operational Effectiveness teams, this role is ultimately responsible for all cost and therefore the EBITDA performance of the Division.


  • Lead Chart Retrieval Operations Function
  • 50%
  • Drive continuous improvement through AI, P4S and technology
  • 30%
  • Lead Operational effectiveness
  • 20%
  • Responsible for domain expertise and tactical process relationship ownership with our largest payer customer accounts United Healthcare

  • Responsible for continuous improvement in CRCR workflow and operations

  • Responsible for significant ramp up of offshoring where possible AI tool development, and alternative workflows for client needs

  • Frequent travel including international


  • 10 to 20 years of progressive experience in operational leadership roles

  • HEDIS and Continuous improvement background

  • Call Center or Contact Center management and leadership experience is strongly desired

  • Experience as a contributing member to a senior leadership team

  • Proven ability to influence cross-functional teams

  • Process and metrics management background (Six sigma or Lean Certification)

  • Total quality management


  • Growth mindset: Embraces challenges, persists in the face of setbacks and finds inspiration in the success of others.

  • Customer mindset: Proven ability to engender client trust and build relationships through partnering with clients for performance of workflow and trusted delivery.

  • Strategic thinking: more of tactical related to current workflows and changes needed

  • Driving results: results-oriented style with a high degree of analytical ability and proven problem-solving skills.

  • Leading change: ability to thrive and quickly adapt to change, leading others through change in a dynamic, fast-paced industry and work environment.

  • Leading people: ability to manage and related to all levels of staff a team in a matrix environment to recruit and retain top talent, build consensus, and rally members to achieve results.

  • Collaborating and influencing: effectively builds strong relationships and partnerships within and outside of the company.

  • Ability to communicate effectively at all levels of the organization with an open, honest and direct communication style that establishes an empathetic and effective relationship.

  • Specific experience in HEDIS processes, including experience managing the customer and experience managing operations in a global business.

  • Superior customer project forecasting and capacity planning skills. Demonstrated ability to analyze and solve complex business problems.

  • Understands and utilizes workforce analytics. Continuously establishes clear goals and uses data and metrics to achieve best-in-class results and business goals.

  • Strong track record of leading, managing and improving people and processes.


  • Bachelor's degree required

  • MBA preferred

  • Six Sigma Certification preferred

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Commitment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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VP Of Chart Retrieval Operations

Change Healthcare