Manager, Market Operations

Job description

Manager, Market Operations ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities. Job Summary: The Operations Manager 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 Sr. Director of Operations, and works hand-in-hand with a clinical peer, the Market Medical Director. In addition to assisting with the hiring & managing a team of adapt Center Managers who ensure excellence in center operations and membership experience, the Operations Manager has oversight for center performance management, training and onboarding of center colleagues, and assist the Sr. Director of Operations with management of market operations. 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 center 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 for assigned centers, responsible for center operations 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 • Works in a dyad relationship with the market clinical leadership to ensure ArchWell Health is delivering on the patient promise and meeting market performance objectives • Deep focus on patient experience; gather an appropriate team and patient information to build a best-in-class customer service experience that optimizes resources for growth • Reviews financial reports to measure productivity and goal achievement and to determine areas needing cost reduction and improvement • Train and onboard new colleagues, assure center workflows are consistently followed, and engage in process improvement activities. 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 to center locations and meet with external partners up to 80% of the time with periodic travel to other ArchWell Health markets Education and Experience: • Undergraduate degree • Minimum of 5 years in a supervisory role in a medical setting with prior multi-site facility oversight • Experience managing and overseeing a P&L is highly desired • Prior experience with managed care operations highly preferred • 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: ◦ Stay Resilient ◦ Earn Trust ◦ Be Compassionate ◦ Strive for Excellence ◦ Show Respect ◦ Always Do the Right Thing ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.