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 (health system, hospital, physician practice), value-based operations (ACO, CIN, PHO, or similar organization), insurance or managed care function, healthcare management consulting or related experience

  • You have experience and comfort working within a high-paced, ever-evolving startup environment, working with operators, technologists and clinicians 

Travel 

• Minimal - approximately 4x/year for offsites, command center or market support

Leadership

• Communicates and reports on the vision and goals 

• Collaborates with other staff to build, and to optimize 

• Authentic leader with inspiring tone and message; demonstrably passionate about our mission and leading a diverse team of caregivers across spectrum (MD, NP, CHP, RN, ops team) with central support

Management

• Able to operate independently with minimal supervision

• Manages projects to results within a matrixed reporting structure 

• Problem Solving

  • Translates gaps, inefficiencies and opportunities into a prioritized list of needs/solutions and develops interventions to respond to highest priority needs

  • Identifies and escalates risks appropriately

Collaboration

• Serves as a liaison between market and central teams 

• Seeks and incorporates input from market and central teams

• Supports effective communication and change management strategy with market leadership and care teams

• Operational Effectiveness

  • Drives performance against enterprise objectives and quarterly KPIs

  • Ensures operational considerations are properly accounted for by central teams developing programmatic solutions with end-state market execution. 

  • Monitors operational effectiveness of deployed solutions and continuously improve processes and tools to best support care team performance. 

Decision making

• Develops and manages RACIs appropriate to each program

• Supports the use of structured decision making tools, where relevant (including SBARs and Course of Action analysis)

• Interpersonal effectiveness

  • Maintains supporting entity orientation

  • Demonstrates mutual respect for colleagues regardless of role or level

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

$86,765.00 - $118,000.00 Annually

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.