Senior Associate, Operations Development & Deployment

Job Description:

About the Role

The Sr. Associate, Operations Development and Deployment supports a portfolio of strategic initiatives, engaging with business partners to prioritize, analyze, design, deploy and continuously improve tech-enabled clinical and operational processes in collaboration with Business Priority Steering Committee stakeholders.

Responsibilities 

• Support the development of strategic initiatives in coordination with operational, clinical and product stakeholders to improve total cost of care performance, member experience, member safety, and care team productivity and effectiveness.

• Support the development of  action plans and drive execution throughout each phase of the initiative or program. 

• Bring operational perspective to clinical and product design of care model solutions. 

• Leverage quantitative analysis to assess costs / benefits of solutions and prioritization across the portfolio. 

• Ensure that member experience is humanized and person-first by leading efforts to establish and improve member experience processes, and workflows, ensuring that all are executed with “The Cityblock Way” in mind. Employ “Safety in Design” principles in program development.

• Support the deployment of strategic initiatives into the markets in close collaboration with market leaderships Ops Excellence, Nursing and other key stakeholders. Tailor training, change management and communication approach to best fit the end users. 

• Support or manage engagement of market leaders and frontline teams in central solutioning to ensure buy in. 

• Provide support for SteerCo management in close collaboration with the ODD leadership team.

• Share accountability for achievement of key operational results

• Proactively anticipate and address operational issues as they arise, and collaborate with key central and market-based team members to ensure that problems and gaps are solved quickly and seamlessly  

• Ensure that all learnings from process builds are tightly captured so that we are continuing to develop our care model and implementation playbooks for future initiatives

• Monitor relevant care team use of tools and support technology (e.g., Commons, Athena); where appropriate, propose improvements to this toolkit to continue to best support operations

• Supervise one to three associates or senior associates

Requirements for the Role 

• Ability to develop the strategy for improving operational performance against organizational objectives through programmatic initiatives

• Apply best practices and expertise in value-based care models, and apply to program development 

• Comfort using a variety of technologies and systems, including practice management, care management, electronic health record, and billing systems 

• Familiarity with the healthcare landscape, neighborhoods and community health needs of the market location that you’ve applied for 

• Experience operating in a value-based care setting (e.g. capitated arrangements, ACO) where accountable for achieving success against key performance metrics 

• Comfortable using a variety of data tools, and can create compelling dashboards and other data visualizations to drive decision making 

• Hands-on operations leadership experience; experience building and improving teams, building deep stakeholder relationships, and driving high-fidelity, field-based operations

• Excellent project/process management skills (particularly with modern tool suites built off of cloud-based collaboration); rigorous, energetic, agile, flexible, and aren’t afraid to do the work directly

• Familiar with regulatory requirements pertaining to value-based care operations and care delivery, including documentation, quality reporting, and environmental requirements to ensure safety for members and staff in clinic-based and home-based settings

• Compassionate, open-minded, and nonjudgemental

• Ability to think quickly and solve problems in the moment

Education

• Bachelor’s degree in healthcare administration, business, law, or a related field

• Experience 

  • Minimum 3 years experience in a healthcare provider setting (hea