Job Description

Mount Sinai is hiring a Senior Manager to lead the operations of our Centers of Excellence programs, delivering a customer and member experience that is highly efficient, effective, and best-in-class. The Senior Manager will manage a team of navigators, care guides and Clinical Manager (often with social work or clinical background) responsible for delivering clinical and non-clinical navigation services and measuring and managing team performance. The Senior Manager is a highly impactful role with significant opportunities to shape a start-up operation, create a positive team culture, and meaningfully impact members' experiences in their highly personal healthcare journeys.

The ideal candidate is experienced at creating delightful experiences with consumers, while managing them for optimal efficiency. The candidate should have experience with product management or product operations. He/she is comfortable working cross-functionally across different areas of an organization, as well as with external partners to deliver outcomes.

Responsibilities

OPERATIONAL EXCELLENCE

• Oversee daily COE programs operations to ensure seamless execution and compliance with customer or partner obligations
• Develop and delegate standard operating procedures based on program needs; delivering an excellent member experience
• Monitor member participation including confirming eligibility status and appropriateness for enrollment
• Identify, investigate and resolve issues and seek out best practices to implement for continuous improvement
• Own iterative monitoring systems and dashboards for utilization, engagement, and quality to drive performance against targets/KPIs
• Create qualitative and quantitative reporting mechanisms to facilitate actionable process improvement and stakeholder reporting
• Manage day-to-day relationship with departmental interdisciplinary teams
• Manage program budget including tracking of expenses and revenue

PROGRAM OPTIMIZATION & IMPROVEMENT

• Identify, develop, and implement service, technology, and process improvements to make the member's journey seamless
• Gather and analyze member and customer feedback to inform the Product and Customers teams
• Incorporate customer feedback into day-to-day operations and governance process

CUSTOMER/PARTNER MANAGEMENT

• Support Operations Lead in managing customer and partner questions and concerns
• Support the Customers team in strategy development and customer sales
• Troubleshoot and provide timely responses to issues raised by customer and partners
• Participate in meetings with customers and partners

TEAM OVERSIGHT

• Manage and nurture a team of Clinical Manager, Care Guides and navigators to deliver successful Centers of Excellence (COE) programs
• Align the team to monitor performance and course correct to beat customer SLA's
• Develop curriculum and coach team on delivering exceptional member experience
• Guide team through conflict resolution as key escalation point
• Lead recruitment and onboarding of new team members
• Train team on new technology platforms to support program operations

Qualifications

EDUCATION

• Bachelors Degree; MBA or MHA preferred

EXPERIENCE

• Minimum of 4 years of professional experience in the health care industry
• Experience at leading management consulting firm(s) and/or payer(s) preferred
• Experience developing market research and business cases for new strategies or products
• Experience in quantitative analysis using Microsoft Excel required
• Expertise in using Microsoft PowerPoint to develop presentations
• Strong communication and presentation skills
• Self-motivated team player
• Passionate about improving health care to optimize care quality and service while achieving affordability

OTHER QUALITIES

• Detail-oriented and highly organized who takes pride in delivering only a high-quality work product
• Self-motivated and goes beyond what they are told to do; does what the business needs done
• Caring leader who promotes well-being and positive work experience for their team and colleagues
• Resilient approach to find ways to accomplish goals despite obstacles

Compensation Statement

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $115494.00 - $160000.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.