Sr. Director, Market Operations
Job Summary:
The Sr. Director 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 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 Market 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 Sr. Director of 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
- Manage the P&L 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; set appropriate financial/operational/quality performance goals
- Provide local oversight for the market support functions and team members in coordination with respective corporate functional leaders.
- Work side by side with your teams to ensure operational excellence and deliver an outstanding patient experience
- Work in a collaborative relationship with the market Growth leaders and/or VP of Sales
- Partner with the market medical director(s) to build a collaborative and effective provider culture, focused on delivering outstanding patient care
- Construct and manage the referral network(s) and actively manage provider relationships to ensure a high-performance network is established, and referrals are systematically & seamlessly coordinated for ArchWell Health patients. Foster relationships with local healthcare providers, health plans, insurance agencies, and community leaders.
- Work side by side with your teams to ensure operational excellence and deliver outstanding patient experience.
- 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
- Reviews financial reports to measure productivity and goal achievement and to determine areas needing cost reduction and improvement
Required Skills/Abilities:
- Knowledge of 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
- Strong people leadership skills
- Must possess a high degree of emotional intelligence and integrity, driven and focused work ethic
- Strong financial and operational acumen
- Self-starter with the ability to think creatively and work effectively
- Ability and willingness to travel locally, regionally, and nationwide
- 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
Education and Experience:
- Undergraduate degree in Business, Healthcare or Public Administration, Finance, Economics, or a related field; MBA, MPH, or master's degree in Finance preferred
- Minimum of 15 years in a supervisory role in a medical setting, with at least 5 years of multi-site experience
- Prior experience managing medical group operations
- Prior Experience managing and overseeing a multi-million-dollar P&L, including prior experience managing a value-based care P&L in a medical group, health plan, or IPA environment
- Prior experience leading large interdisciplinary teams with a demonstrated focus on talent acquisition, engagement, and development
- Embodies and serves as a role model of ArchWell Health's Values:
- Always do the right thing
