Director, Market OperationsJob Summary:The Director, Market Operations is the primary business leader responsible for all ArchWell Health centers in a metropolitan area. They are responsible for achieving the market's financial objectives while achieving superior employee and patient satisfaction. This role reports to the National Vice President of Operations and works hand-in-hand with a clinical peer, the Market Medical Director. In addition to hiring & managing a team of adept Center Managers who ensure excellence in center operations and membership experience, the Operations Director has market oversight for other non-clinical functions like Growth and Network, which report into the Market Growth Manager and Market Network Manager, respectively. The Director, Market Operations is a critical, multi-disciplinary leader at the heart of any market's success.
This leader should be a strong communicator who builds relationships quickly and is passionate about working in a fast-paced, results-driven organization. A track record of building strong cohesive teams with a member-first and operational sustainability mentality is a must-have.
Duties/Responsibilities: - Implement market launch plan in partnership with ArchWell Health's corporate Growth team; this includes hiring and training Center Managers, setting up core management processes, and building a culture of operational excellence and teamwork
- Provide leadership and P&L management over the market, responsible for all center operations across the market and achieving financial, growth, and operational KPIs; there is a significant focus on growth and member satisfaction
- Organize the market leadership team around shared objectives regularly; manage weekly market leadership team meetings and ensures leadership is focused on the right issues; sets appropriate financial/operational/quality performance goals
- Provide local oversight for the Market Network Manager, Market Growth Manager, and Market Clinical Manager, in coordination with respective corporate functional leaders
- Strategically support all external market development activities led by Market Growth Manager and Market Network Manager, such as guiding payor, provider, and community partnerships
- Works in a dyad relationship with the Market Medical Director to ensure ArchWell Health is delivering on the patient promise and meeting market performance objectives
- Oversee network operations, ensuring a high-performance network is established and referrals are systematically & seamlessly coordinated for ArchWell Health patients
- Deep focus on patient experience; gather appropriate team and patient information to build best-in-class customer service experience that optimizing resources for growth
- Reviews financial reports to measure productivity and goal achievement and to determine areas needing cost reduction and improvement
Required Skills/Abilities: - Exposure to value-based models of care delivery; demonstrates a strong knowledge of the national payer and risk-bearing provider landscape
- Strong business acumen; demonstrated experience in strategic planning, resource allocation, human resource modeling, leadership technique, and operations
- Track record of developing and implementing processes for providing excellent customer service
- Ability to effectively leverage business and organizational knowledge within and across functional areas
- Must possess a high degree of emotional intelligence and integrity; driven and focused work ethic
- Self-starter with the ability to think creatively and work effectively
- Ability and willingness to travel locally, regionally and nationwide up to 50% of the time
Education and Experience: - Undergraduate degree in Business, Healthcare or Public Administration, Finance, Economics or a related field
- Minimum of 7 years in a supervisory role in a medical or hospitality setting, with at least 2 years of multi-site experience
- Experience managing and overseeing a multi-million dollar P&L highly desired
- A passion for mentorship and team-development, particularly across multiple functional areas
- A problem-solving orientation and eagerness to identify process gaps and implement practical solutions in a matrixed organization
- Ability to manage multiple priorities across various stakeholders and departments
- Embodies and serves as a role model of ArchWell Health's Values:
- Be compassionate
- Strive for excellence
- Earn trust
- Show respect
- Remain resilient
- Do the right thing and do it with passion
