Senior Director, Market Operations

Sr. 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 and the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

ArchWell Health requires all new hires to provide proof that they are fully vaccinated from COVID-19, or represent that they will be fully vaccinated within 30 days of their start date.

Job Summary:

The Sr. Director 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 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 Market 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 Sr. Director of 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 teamwork
• Manage the P&L 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; set appropriate financial/operational/quality performance goals
• Provide local oversight for the market support functions and team members in coordination with respective corporate functional leaders
• Work side by side with your teams to ensure operational excellence and deliver an outstanding patient experience
• Work in a collaborative relationship with the market Growth leaders and/or VP of Sales
• Partner with the market medical director(s) to build a collaborative and effective provider culture, focused on delivering outstanding patient care
• Construct and manage the referral network(s) and actively manage provider relationships to ensure a high-performance network is established, and referrals are systematically & seamlessly coordinated for ArchWell Health patients. Foster relationships with local healthcare providers, health plans, insurance agencies, and community leaders.
• Work side by side with your teams to ensure operational excellence and deliver outstanding patient experience.
• Strategically support all external market development activities led by Market Growth Manager and Market Network Manager, such as guiding payor, provider, and community partnerships
• Works in a dyad relationship with the Market Medical Director to ensure ArchWell Health is delivering on the patient promise and meeting market performance objectives
• Oversee network operations, ensuring a high-performance network is established and referrals are systematically & seamlessly coordinated for ArchWell Health patients
• Reviews financial reports to measure productivity and goal achievement and to determine areas needing cost reduction and improvement

Required Skills/Abilities:

• Knowledge of 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 operations
• Track record of developing and implementing processes for providing excellent customer service
• Ability to effectively leverage business and organizational knowledge within and across functional areas
• Strong people leadership skills
• Must possess a high degree of emotional intelligence and integrity, driven and focused work ethic
• Strong financial and operational acumen
• Self-starter with the ability to think creatively and work effectively
• Ability and willingness to travel locally, regionally, and nationwide
• A passion for mentorship and team development, particularly across multiple functional areas
• A problem-solving orientation and eagerness to identify process gaps and implement practical solutions in a matrixed organization
• Ability to manage multiple priorities across various stakeholders and departments

Education and Experience:

• Undergraduate degree in Business, Healthcare or Public Administration, Finance, Economics, or a related field; MBA, MPH, or master's degree in Finance preferred
• Minimum of 15 years in a supervisory role in a medical setting, with at least 5 years of multi-site experience
• Prior experience managing medical group operations
• Prior experience managing and overseeing a multi-million-dollar P&L, including prior experience managing a value-based care P&L in a medical group, health plan, or IPA environment
• Prior experience leading large interdisciplinary teams with a demonstrated focus on talent acquisition, engagement, and development
• Embodies and serves as a role model of ArchWell Health's Values:
• Be compassionate
• Strive for excellence
• Earn trust
• Show respect
• Stay resilient
• Always do the right thing

ArchWell Health is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.