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 teamworkProvide 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 goalsProvide local oversight for the Market Network Manager, Market Growth Manager, and Market Clinical Manager, in coordination with respective corporate functional leadersStrategically support all external market development activities led by Market Growth Manager and Market Network Manager, such as guiding payor, provider, and community partnershipsWorks in a dyad relationship with the Market Medical Director to ensure ArchWell Health is delivering on the patient promise and meeting market performance objectivesOversee 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 growthReviews 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 operationsTrack record of developing and implementing processes for providing excellent customer serviceAbility to effectively leverage business and organizational knowledge within and across functional areasMust possess a high degree of emotional intelligence and integrity; driven and focused work ethicSelf-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 fieldMinimum 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 desiredA passion for mentorship and team-development, particularly across multiple functional areasA problem-solving orientation and eagerness to identify process gaps and implement practical solutions in a matrixed organizationAbility to manage multiple priorities across various stakeholders and departmentsEmbodies and serves as a role model of ArchWell Health's Values:

Be compassionateStrive for excellenceEarn trustShow respectRemain resilient

Do the right thing and do it with passion