Lead Director, Regional Operations

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Role Description:

The Regional Director of Operations (RDO) is responsible for the operational rigor and oversight across multiple centers within a geography. This role reports to the Regional Vice President with close collaboration with regional leaders such as the Senior Medical Director,  the Population Health Director, and the Regional Director of Growth.

The center Practice Managers, as well as other regional resources, will report to the Regional Director of Operations (team of 4-9 ). Accountability for predetermined operational metrics and budget management is crucial for 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 patient first and operational sustainability mentality is a must-have. 

Check out this pamphlet for a sneak peek into the life of a RDO at Oak Street!

Core Responsibilities:

Multi-Center Operational Rigor with a focus on patient experience and engagement

• Primary goal is to ensure all centers are operationally efficient and are optimizing resources for our patients

• Deep ownership of and expanded focus on patient experience. Gather appropriate teammate and patient information to inform development of best-in-class customer service experience by and across all cohorts (Service and Clinical teams).

• Focus on schedule management, patient responsiveness, and clinical outcomes

• Continuously improving sites through proactive identification and improvement of operational opportunities

• Problem solving with center level leadership and sustainable solution creation

• Promotion of standardization to OSH best practices and SOPs to promote quality control

• Best practice sharing and coordination across centers and markets

Implementation of Clinic Operations Programming and Improvements

• Launch new initiatives, whether centrally driven or regionally driven, that will enhance daily operations 

• Be the conduit to the corporate clinical operations teams to provide feedback on new initiatives

• Partner with regional leadership to identify workflow impact across service, outreach, clinical teams

• Serve as the Subject Matter Expert in all things operational for corporate initiatives

• Leverage best practices when it comes to clinical implementation and project management

Development and Management of Center Operations Leaders

• Instill collaborative culture between operational leaders in the region

• Onboard, train and coach new Practice Managers, with responsibility for outcomes

• Conduct independent operational reviews on performance, quality, and other metrics

• Support Practice Managers in team development and build a regional cohort culture for service and clinical team members for consistency across centers

• Lead efforts in partnership with other regional leaders to support overall employee engagement scores 

• Ambassador for DE&I initiatives across region 

• Personify and cultivate Oak Street Health's mission to rebuild healthcare as it should be within the Region

• Other duties as assigned

What we're looking for

This is an exciting opportunity to be an operational leader in a value based care organization that is changing the way healthcare is delivered.

We're looking for motivated leaders with:

• 5 or more years of experience in a supervisory role in a clinical or