Manager, Market Operations

Description

This HYBRID role will require occasional on-site support at our Providence office.

Market Operations Managers are responsible for managing the performance of an interdisciplinary team within a value-based care framework. Daily work consists of team/pod performance to ensure high-quality care delivery, managing day-to-day market operations, and personnel management of Care Navigators.

What we offer:

• Medical, Dental, Vision, and 401k
• Competitive salary and bonus program
• 3 weeks of PTO
• 11 paid holidays yearly
• Work in your community
• Proprietary technological systems

KEY RESPONSIBILITIES:

• Data-driven management of team to achieve market goals and targets for key performance indicators, including access to care, patient engagement and retention, utilization and cost, quality/HEDIS, employee satisfaction and retention, financial, and operational metrics.
• Day-to-day operational market support, including management of team/pod schedule availability to meet patient and operational needs, oversight of clinical and operational task completion, oversight of team huddles, managing patient complaints and grievances, and overseeing vendors and clinical supplies.
• Day-to-day clinical market support, including monitoring urgent situations and being available to support the team in addressing urgent care needs, resolving barriers to care, preventing unnecessary ER/admissions, and successfully managing care transition episodes as needed.
• Personnel management of Care Navigators, including hiring, onboarding, training, management to role-based key performance indicators, ongoing performance management, and support for career development of new and current staff.
• Support the team through hands-on shadowing, collaboration, guidance, and assistance with task completion.
• Partner with the Customer Success function to support the ongoing customer (Health Plan) needs, JOCs, and overall relationships
• Monitor operational workflows, ensuring adherence to standard procedures and identifying and acting on opportunities to improve workflow design and efficiency.
• Lead and champion implementation of new processes, programs, and pilots, taking on the effective role of market super-user and trainer for systems, pilot programs, and market/organizational initiatives from the central team.
• Develop and lead meetings required for management, training, education, and team building.
• Participate in interviewing, hiring, and training of new market/pod team members.
• Ensure team adherence to compliance policies, procedures, and standards of conduct including all applicable laws and regulations.
• Coverage of team duties as required.
• Active participation in growth of the practice.
• Support vendor, and external facility and healthcare provider relationships.
• Other duties as assigned.

QUALITIES OF A SUCCESSFUL MARKET OPERATIONS MANAGER:

• Demonstrates a “do what it takes” attitude to deliver exceptional care to our patients.
• Passionate about caring for patients with complex needs who are inadequately served by traditional healthcare delivery systems.
• Data-driven, understands how to analyze and use data to identify quality and process gaps and develop improvement plans.
• Collaborative leader that is a coach and mentor, skilled in change management, and can successfully lead teams through periods of change and disruption.
• Enjoys getting in the weeds and engages meaningfully with market team/pod to understand and address improvement opportunities.
• Advocates for team needs across the market and organization; sharing ideas and solutions that support the success of the team.
• Self-directed and proactive in their work and has strong time management and organizational skills.
• Adaptable and able to function in a fast paced, highly fluid startup environment.

JOB SPECIFICATIONS:

Required:

• Associate's or bachelor’s degree.
• 2+ years of healthcare leadership and/or management experience.
• Average to advanced skills in data analytics, healthcare reporting, electronic medical records, and Microsoft Office applications.
• Ability to travel within assigned area and access to reliable transportation, including to locations that may have limited access to public transportation; valid driver license and proof of liability and property damage insurance on vehicle used is required.