Lead Director, Care Delivery 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.

Position Summary

The purpose of the Care Delivery Operations Team is to support the performance and scalability of our center operations by setting and maintaining best practices for all clinic-based care delivery processes. 

The Care Delivery Operations team is responsible for the cross-functional build and portfolio management of operational standards, efficiency, and effectiveness of in-center, visit-based activities (including Rooming, Provider visits, Nurse Visits, Testing Visits) and non-visit activities (including Check in/out, Care Reqs, Updox, Care Coordination). Through strong stakeholder partnership, this Oaky and their team will drive organizational alignment to optimized care delivery pathways and act as a “product owner” for each process in their portfolio. They will be accountable for setting, documenting, and continuously measuring and validating these core center operational standards (including SOPs). This individual and their team will collaborate with program owners and field leaders to ensure clarity, understanding, and consistent execution of new processes and intervene and support the re-design of processes that are not supporting organizational needs. 

Core Responsibilities:

• Plan and direct the ongoing and project-based work of their team falling into the following categories: 

  • Building new standards and processes (ie Testing Visit standardization) in partnership with key stakeholders 

  • Partnering with initiative/program owners who are looking to implement new work within standard processes (ie Rooming, Check-in, Testing Visits)

  • Assessing processes (through root cause and process improvement approaches) when found to not be delivering required outcomes

• Ensure appropriate prioritization of work to support the highest organizational need and Oaky performance/retention/engagement

• Responsible for the management and oversight of complex visit-based process portfolio and multiple direct reports                 

• Build and oversee strong and clear training and communication plans for newly introduced processes and any changes to existing processes

• Prepare executive communications and participate in steering committees, PMO updates, and updates for other senior leaders 

• Build strong relationships with program owners and field leaders to gather feedback and collaborate on process design, implementation, and improvement (when necessary) 

• Accountable for building, maintaining standards and means of measurement, and performance for all processes in portfolio and mechanisms to escalate deficiencies and deviations for field teams to rectify

• Other duties as assigned

Preferred Qualifications

• Deep knowledge of Oak Street Clinic roles and processes 

• Experience managing a team 

• Proficient at stakeholder analysis and management

• Ability to lead multiple improvement initiatives within ambiguity and competing priorities

• Experience leading cross-functional teams through change management and supporting other leaders in this area

• Experience with process design and/or operational improvement

• Ability to independently drive to answers and results

• Ability to quickly develop rapport across a wide range of roles from in-center team members to executive leaders and ensure the team has a reputation as strong partners in problem solving

• Ability to clearly articulate vision and strategy to various levels of management, in both verbal and written communication with minimal coaching 

• Ability to coach and influence senior leaders to move toward a common vision or goal

• Ability to assess and synthesize large data sets 

• Ability to travel up to 10% of the time to Oak Street Health m