Behavioral Escalations Senior Advisor - Evernorth - Remote

The Behavioral Escalations Senior Advisor serves as a strategic individual contributor and operational leader within Behavioral Clinical Operations, acting as the primary point of contact for escalations across Behavioral Operations and driving high quality execution of key initiatives.

As the main point of contact for critical escalations and issues, the position ensures timely resolution by coordinating across Behavioral Operations teams and matrix partners.

This role also ensures accurate and consistent information is communicated in RFPs and contributes to the design and execution of clinical programs and enterprise initiatives.

Leveraging deep behavioral operations expertise, the role influences strategic direction, partners across stakeholder groups, and may lead initiatives or teams depending on business needs.

Strong clinical credentials, operational acumen, and the ability to navigate complex environments are essential for success.

Core Responsibilities


* Owns escalation resolution for Behavioral Operations, including being the primary point of contact for urgent escalations, working with the Stakeholder Experience Team to identify and remediate ongoing issues, and coordinate with other matrix partners across the organization as needed


* Build out a formal structure for handling urgent escalations after hours


* Owns operational support for RFPs, ensuring clinical program details are accurately represented and additional information is gathered from correct parties


* Ensures we respond to potential and existing client requests accurately, timely, and consistently


* Partners with Account Management to ensure Behavioral Operations meets the needs of our clients and coordinate with Behavioral Operations matrix partners to fill gaps


* Partners with Behavioral Operations to review client requests and works closely with Behavioral Clinical Operations to ensure we can balance requests with finite resources


* Utilizes Behavioral Operations experience and data to influence and advise on Behavioral Operations strategy, key initiatives and roadmaps


* Lead and take part in Behavioral Clinical Operations initiatives as assigned by Program Management Director and Clinical Operations Senior Director


* Ensures aligned projects are executed properly and timely


* Contributes to the design and enhancement of clinical programs and innovations


* Partners with other leaders to engage in enterprise initiatives, representing the Behavioral Clinical Operations organization and clinical teams


* Deliver presentations, face to face or virtually, to internal and external partners


* The position may or may not have direct reports, this can vary based on the solutions/programs being supported and business need

Minimum Qualifications


* Master level independent clinical/counseling license with 5-7 years post licensure experience


* 7+ years of working experience within Behavioral Operations
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