Chief Operating Officer

Connect for Health has a great opportunity for a Chief Operating Officer.

Connect for Health Colorado is a public, non-profit entity established by the Colorado General Assembly in 2011 to create a health insurance Marketplace. Since 2013, we’ve been helping individuals, families, and small employers compare plans, apply for financial help, and buy health insurance. As Colorado’s official health insurance marketplace, we are the only place to apply for financial help to lower the monthly cost of premiums. Customers can shop online, get help by phone or online chat from Customer Service Center representatives, and access expert help from a statewide network of certified Brokers and community-based Assisters. Our mission is to increase access, affordability, and choice for individuals and small employers purchasing health insurance in Colorado. For more information: ConnectforHealthCO.com

Position Summary:

Reporting to the Chief Executive Officer (CEO), the Chief Operating Officer (COO) will serve as the organization’s strategic advisor in areas including but not limited to operational efficiency, change management, and internal decision-making. They will oversee the coordination of internal functions, including Information Technology, Human Resources, and Customer and Issuer Operations, allowing the CEO to focus on external and board-related priorities.

The COO will provide leadership in implementing a decision matrix/framework and new programmatic strategic initiatives with emphasis on business process analysis and continuous improvement. Lending Lean Six Sigma expertise, they will work closely with the Executive Leadership Team (ELT), developing operational processes to assist in identifying management and operational costs to supporting our platform. 

The COO will be the transactional business partner with the insurance industry stakeholders.  In addition, they will partner with the CEO, ELT, and Board of Directors to identify and drive meaningful enterprise-level process improvements and efficiency gains across the organization.   

Position Responsibilities:

• Oversee the organization's daily operations, ensuring efficiency and effectiveness across departments to optimize processes and ensure the highest standards of operational excellence.
• Provide day-to-day operational leadership and support to staff that mirrors the organization’s mission and core values with the highest personal and professional integrity.
• Oversee Customer and Issuer Operations, Information Technology and Human Resources operational departments, providing overall direction and supervision to the leaders and staff in carrying out program goals and objectives.
• Implement business strategies and plans that align with the short- and long-term objectives developed in tandem with the CEO.
• Design and execute the organization’s efforts around continuous improvement.
• Implement and lead a continuous quality improvement process throughout the organization and service areas, focusing on systems/process improvement.
• Provide an example for others to emulate by creating an organizational culture that embraces continuous process improvement.
• Provide day-to-day leadership for the organization’s Six Sigma process.
• Act as a connector between Six Sigma projects and executive leadership by keeping leadership involved in quality improvement efforts and securing continued commitment and resources. 
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by the voice of the customer.
• Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to understand, adjust and grow with the business Lean Six Sigma transformation.
• Lead and execute Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean-related business challenges, conduct fact-based analyses, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.
• Partner with the Executive Team and Board of Directors to identify meaningful enterprise-level strategic projects to drive operational performance, sustainability, long-term financial and operational viability, deliver on the Mission and Vision, and provide customer excellence.
• Analyze internal operations and identify areas for process enhancement and clarity regarding decision-making.
• Implement a decision matrix/framework (e.g., RACI, RAPID, RASIC or other) to help guide and improve the organization’s internal decision-making process. Provide leadership training to ensure the desired outcomes of increased decision-making clarity, efficiency and productivity.
• Partner with Sr. Director of Customer and Issuer Operations to implement new Service Center technology; evaluate customer and financial impact to identify opportunities for continuous improvement and process refinement around Carriers exiting and entering the Marketplace.
• Ensure that Connect for Health Colorado’s technology and operations are efficient and effective. 
• Develop, implement and manage operational policies and procedures.
• Ensure compliance with applicable state and federal legal and regulatory requirements, including public meeting laws, federal expenditure requirements and other fiscal and personnel policies.
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Quantify impact of projects on financials, productivity, customer experience and compliance.
• Work closely with the Chief Financial Officer (CFO) to ensure operational alignment with financial goals, including cost management and revenue optimization.
• Prepare and submit an annual operational budget to the CEO and CFO for review and approval, manage effectively within this budget, and report accurately on progress made and challenges encountered.
• Ensure the continued financial viability of C4HCO’s program/service units through sound fiscal management. Provide programmatic leadership and input for all strategic planning processes with the CEO and staff.

• Colorado resident.
• Bachelor’s degree in business administration, Operations Management, or a related field. MBA or Advanced Degree in Operations, Supply Chain Management or equivalent.
• 10+ years of experience in operations management, with at least 5 years in a senior leadership role as COO, VP of Operations, or equivalent.
• Excellence in organizational management with the ability to coach senior-level staff to manage and develop high-performance teams and develop and implement program strategies.
• Track-record of problem solving and continuous improvement; Formal training/certification in structured problem solving and continuous improvement (e.g., Lean/Six Sigma, Baldrige or other).
• At least 7 years of experience in Lean Six Sigma or related continuous improvement areas.
• Experience in senior technology, human resources and customer operations management is required.
• Track record of effectively leading a direct service organization with a complex array of programs with the ability to leverage strengths across program areas; excellent project management skills.
• Experience in change management, stakeholder management, and influencing people.
• Knowledge of Medicaid, the Affordable Care Act (ACA), contract, insurance, and related areas; Experience in healthcare, commercial insurance, administrative and business systems, and prior work with a public board is preferred. 
• Strong written and verbal communication skills; a persuasive and passionate communicator with excellent public speaking skills.
• Outstanding organizational skills and ability to prioritize and manage multiple priorities simultaneously and revise and adjust those priorities to address unforeseen circumstances or challenges with meticulous attention to detail.
• Must have strong interpersonal skills; ability to work with all levels of internal management and staff, as well as diverse populations, stakeholder groups, and customers. 
• Commitment to fostering a culture built on collaboration, mutual trust and respect and open communication. 

Work Environment:

• Currently working remotely.
• The Connect for Health Colorado office is in the North Tech Center area of Denver, near the intersection of I-25 and I-225.
• The work schedule may include some non-traditional hours, weekends and evening events.
• Core office hours, typically 8am-5pm with some flexibility.

Total Compensation:

Connect for Health Colorado offers a competitive benefits package. Employees are offered a robust benefits package and may elect from various offerings to tailor a package best suited to their individual needs. Connect for Health Colorado employees are eligible to participate in the organization’s 403(b) plan and are additionally provided with paid time off, short- and long-term disability and life insurance.   The salary range for this position is $209,500 - $314,300 yearly.

To Apply: Please apply on our Career page at https://connectforhealthco.com/about-us/employment/

Connect for Health Colorado is an equal opportunity employer (EOE). Connect for Health Colorado may, at its discretion, conduct a background check on any workforce member and/or require job candidates to successfully complete a background check as a condition of employment.

Connect for Health Colorado accepts applications on an ongoing basis until a qualified candidate is selected.