Providence Health & Services Senior Director Service Operations, Customer Service - Providence Health Plan in Beaverton, Oregon


Providence St. Joseph Health is calling a Senior Directorof Service Operations, Customer Service - Providence Health Plan to Murray Business Center in Beaverton, OR.

As health care evolves, our team is responding with a vision and core strategy to transform and innovate at scale. Providence St. Joseph Health (PSJH) and its affiliates continue to pioneer how care is delivered by sharing one strategic plan designed to improve the health of entire populations by supporting the well-being of each person the organization serves.

This is an incredible opportunity for a proven leader

to provide strategic direction to Customer Service and other operating

units to optimize key metrics; including quality, cost effectiveness,

competitive edge and responsiveness. The Senior Director will increase

productivity and enhance member experience through their extensive knowledge of

core operational procedures, workforce management software and the latest

technology improvements, including telephony services and digital platforms.

In this position, you will:

  • Provide operational leadership, management and direction for all Customer Service teams, including but not limited to member and provider call support, customer service team support, training, documentation, analysis, auditing, call coaching, and appeals and grievance.

  • Manage key vendor/partner relationships, including negotiations and contracting. Product lines include Medicare, Medicaid, commercial group, commercial ASO (Administrative Services Only), and individual plans.

  • Have a primary membership base in Oregon and Southwest Washington, although Providence Health Plan (PHP) also has large ASO clients in Washington, California, Montana and Alaska.

  • Hold accountability for overall performance of the above functions for a growing client base in a manner consistent with the strategic direction of Providence St Joseph Health.


Required Qualifications:

  • Bachelor’s degree in healthcare administration, business administration or other related field

  • 10 - 12 years' experience in health plan operations

  • 5 years' experience in a senior Management role (Director level)

Preferred Qualifications:

  • Master’s degree

  • Managed care experience

  • Call center operations experience


Providence St. Joseph Health was established on July 1, 2016, creating the second largest Catholic health system and fourth largest non-profit integrated delivery system in the country, which provides a broad range of health and outreach services throughout the western United States. With total revenues exceeding $20 billion in fiscal year 2015, the health system family includes 50 acute care hospitals as well as home health agencies, hospice care, outpatient services, skilled nursing facilities, insurance plans and physician organizations. Providence St. Joseph Health includes more than 100,000 caregivers, 829 outpatient clinics, 23,000 physicians, across seven states. The system has 1.9 million covered lives.

The Providence St. Joseph Health family includes:

  • Providence Health & Services

  • St. Joseph Health

  • Covenant Health in West Texas

  • Facey Medical Foundation in Los Angeles

  • Hoag Memorial Presbyterian in Orange County, California.

  • Kadlec in Southeast Washington

  • Pacific Medical Centers in Seattle

  • Swedish Health Services in Seattle


Providence Health Plan provides or administers health coverage to over 650,000 members and works to improve the health of everyone in the communities we serve. As the health plan of Providence St. Joseph Health, we help drive enhancements at every touch point of the care experience.

Providence Medicare Advantage Plans have received the highest overall rating - 5 stars - from The Centers for Medicare and Medicaid Services for 2018! Providence Medicare Advantage Plans are in the top 4% in the nation for services and quality for members.

Since 2001, our investment in community giving has provided more than $65 million in contributions, health improvement programs and subsidized services. Providence Health Plan caregivers also donate thousands of hours in community service. The caring tradition of our 160 year old mission compels us to touch lives where relief, comfort and care are needed most.


As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.

The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple,

"Providence will provide the best care and service to every person, every time."

Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Director / Executive

Location: Oregon-Beaverton

Req ID: 181561