Teams at Delta Dental Insurance Company

The Vice President of Customer Operations leads strategic initiatives to enhance customer care and operational performance through digital transformation and cross-functional collaboration.

Lead and participate in large-scale process improvement initiatives for provider onboarding and experience. Identify opportunities, analyze root causes, develop and implement solutions, track KPIs, resolve systemwide issues, coordinate cross-divisional stakeholders, provide training, and maintain subject-matter knowledge to support process and system improvements.

Manage day-to-day clinical appeal review operations and oversee Clinical QM and Grievance & Appeals. Lead clinical governance, ensure regulatory compliance, analyze trends, identify quality risks, design and implement quality improvement initiatives, develop policies and workflows, and provide cross-functional training and clinical subject-matter expertise.