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Director, Operations Support

Accident Fund Holdings, Inc Glen Allen Full-Time
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The Director, Operations Support is responsible for a variety of functions to support the overall operations. The Director will oversee process improvement, strategic initiatives, end to end design, high priority issue resolution, RFP's/sales efforts, and other related work.


  • Works with clients with a focus on Medicare Advantage operational excellence in Sales, Marketing, Communications, Claims, Enrollment & Billing, Appeals & Grievances, Customer Service and general readiness for AEP and other special projects
  • Implements new strategies, assists with day to day operations in plan locations, and troubleshoots issues or concerns.
  • Ensures services provided are as expected by managing a dedicated team and providing direction for day to day operations and strategies created for each client
  • In coordination with VP and department leads, creates strategic proposals for advancement of operational functions and offerings
  • Creates and maintains a culture of continual process improvement
  • Owns the completion of RFP/Is and follow up items related to content and capabilities
  • Provides Program Analytics to clients which identify opportunities and improve operational processes.
  • Builds company image by collaborating with customers, leadership, and employees.
  • Coordinates and conducts on-site quarterly meetings.
  • Maintains quality service by establishing and enforcing organization standards.
  • Ensures procedures are implemented which will maximize the interaction between Advantasure staff and the client staff.
  • Communicates the business model and tactics to stakeholders.
  • Provides strategic and tactical initiatives to support improved Medicare Advantage regulation adherence.
  • Evaluates existing and emerging technology and outsourced services to consider the potential utility, acquisition, and implementation options.
  • Creates an environment of continual improvement and adaptive innovation which is responsive to the organizational needs.
  • Stays abreast of regulatory requirements and company compliance policies, ensuring timely staff education.
  • Participates in development of annual departmental budget, monitors budget, and identifies budget discrepancies. Researches cause and makes recommendations.
  • Responsible for balancing workload to optimize the effectiveness of the department


Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include, but are not limited to, effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.


Skills required

Ensure Compliance
Problem Solving
Provide Direction
Team Building
Execute Strategy


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Job ID: 19-1797


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