Director, Market Operations

    Director, 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 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