Carrier Operations Lead

As an Associate Director, you will support the Custom Care Management Unit (CCMU) team in the overall management of the CCMU product. CCMU is a high touch, custom care management program designed and monitored by WTW clinical specialists and administered by CCMU’s medical carrier partners to drive improved patient outcomes and reduced costs. CCMU is part of the Health, Equity and Wellbeing community within WTW’s Health and Benefits (H&B) Line of Business. You will serve as the Carrier Operations Lead, driving consistent and effective execution of WTW’s CCMU oversight activities across our nine CCMU carrier partners.

The Role

• Oversee carrier partner relationships, proactively identifying and addressing concerns, and escalating issues to leadership when necessary
• Recognize opportunities for process improvements and standardization across carriers
• Partner with carrier operations and clinical leads to troubleshoot and resolve escalated client issues, both with the carrier and WTW consulting teams
• Participate on biweekly carrier calls, liaising with the Clinical and Sales/Marketing/Client team as needed
• Plan and lead annual carrier partner strategy meetings, ensuring appropriate follow-through on identified opportunities for product enhancement
• Provide operational oversight of the clinical assessment process, guaranteeing timely scheduling and appropriate CCMU team member participation
• Coordinate client onboarding across onshore and global teams for a smooth, successful launch
• In conjunction with the Sales/Marketing team, work with the carriers to develop collateral that drives the effective communication of CCMU’s value proposition
• Ensure timely receipt of carrier-produced reporting and performance guarantees
• Lead annual carrier RFI and client vendor survey initiatives
• Maintain and update carrier playbooks to reflect best practices and evolving needs
• With all activities, ensure effective collaboration across multiple teams, quality control of deliverables and adherence to timelines
• Representing CCMU at carrier report delivery meetings and active participation in client stewardship meetings
• Appropriately utilize WTW SharePoint sites and global delivery teams

The Requirements

• 8+ years of experience, including demonstrated career progression and 3+ years of management experience
• Demonstrated success in delivering health management or related health and group benefits consulting services to premiere clients, preferably gained in a health care consulting environment, health insurance carrier, managed care organization or another leading health care provider
• Knowledge of the fundamentals of population health and delivery of health care in the US
• Proven experience successfully managing multiple projects simultaneously and producing quality deliverables on time
• Strong interpersonal and team skills
• Demonstrated written/verbal communication, collaboration and partnership experience
• Strategic, problem-solving and analytic skills
• Self-starter attitude and ability to work with ambiguity
• Working knowledge of MS Office (Excel, Word, PowerPoint)
• BA/BS degree required
• Flexibility with respect to travel up to 15%

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. 

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.