Lead Director - Service Operations - Digital Transformation

Role Description

The Lead Director, Service Operations Digital Transformation will drive improvements in efficiency and patient experience across central Service Ops teams through technology enablement.

• Role focus is on technology adoption and process transformation within five Service Operations teams:
  • Patient Service contact center
  • Pharmacy Technician contact center
  • Triage Nurse contact center
  • Referrals processing
  • Medical records requests
• Service Operations at Oak Street is the central administrative function supporting all clinics.
• Candidates must have proven experience leading large operations change initiatives that have quantifiable business impact (e.g. cost savings, FTE labor savings, improvement in KPIs like cycle time, etc.).
• Examples of initiatives can be implementations of new vendor or home-grown technologies, changes in existing technologies, or significant changes in processes/workflows.
• This role partners closely with Product, IT, Clinical Informatics, Patient Experience, and Service Ops leaders to implement solutions that enhance efficiency and patient experience.
• The role reports to the Executive Director, Service Ops.
• Strong communications skills are required for successful partnership with these teams (e.g. ability to clearly articulate/explain/frame business problems, solution rationale, and tradeoffs, and ability for executive-level storytelling using data).

Qualifications

• 10+ years in shared services (contact center or back office) or healthcare operations leadership.
• Proven experience leading cultural and operational transformation within large operational teams, including structured change management (stakeholder alignment, training, communications, outcome measurement).
• Successful leadership of vendor selection and large-scale technology deployments (affecting >100 FTEs), especially for workflow automation tools and customer self-service tools like chatbots or voice agents.
• Demonstrated ability to automate high-volume administrative processes such as appointment scheduling or insurance processing.
• Strong understanding of enabling technologies for service ops (automation, AI, self-service, agent assist).
• Commitment to Patient Service Principles: Demonstrates a strong focus on people by prioritizing patients and colleagues, acting with empathy, and fostering an inclusive, engaging environment.
• Strong strategic thinking, project management, and executive communication skills.
• Collaborative, analytical, and adaptable in a fast-paced environment.
• Bachelor’s degree or equivalent experience.
• Self-starter with a high degree of drive, initiative, and follow through.
• Commitment to company vision.
• A flexible and positive attitude.
• High level of integrity.
• Travel - up to 20%.
• U.S. work authorization.
• Someone who embodies being “Oaky”.

Requirements

• Radiating positive energy.
• Assuming good intentions.
• Creating an unmatched patient experience.
• Driving clinical excellence.
• Taking ownership and delivering results.
• Being relentlessly determined.

Benefits

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients.
• Paid vacation, sick time, and investment/retirement 401K match options.
• Health insurance, vision, and dental benefits.
• Opportunities for leadership development and continuing education stipends.
• New centers and flexible work environments.
• Opportunities for high levels of responsibility and rapid advancement.

Company Description

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest.

• Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services.
• We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.