Senior Manager, Commercialization (Specialty Care)

Senior Manager

Mount Sinai is one of the largest non-profit health systems in the U.S., with a strong reputation and Top 20 national ranking for both care quality and research/education. Our health system has ~40,000 employees working together to provide care for millions of patients each year. Mount Sinai Solutions (MSS) is a unique business unit within Mount Sinai dedicated to serving Commercially-insured patients, whether through direct contracting with employers and unions, or via partnerships with companies that serve them. We currently serve over 450,000 patients in the New York area, via 35+ customers and 10+ partners, offering a wide range of products ranging from virtual navigation services to worksite health centers. We are looking for talented professionals that are passionate about developing a true system of care that can create market-leading value for our customers, members, and patients and:

• Are comfortable "playing up" and "playing down" as needed to accomplish business objectives

• Work productively amidst ambiguity

• Thrive in fast-paced work environments

• Seek to improve the status quo

Mount Sinai is hiring a Senior Manager to lead the operations of our Centers of Excellence programs, delivering a customer and member experience that is highly efficient, effective, and best-in-class. The Senior Manager will manage a team of navigators, care guides and Clinical Manager (often with social work or clinical background) responsible for delivering clinical and non-clinical navigation services and measuring and managing team performance. The Senior Manager is a highly impactful role with significant opportunities to shape a start-up operation, create a positive team culture, and meaningfully impact members' experiences in their highly personal healthcare journeys.

The ideal candidate is experienced at creating delightful experiences with consumers, while managing them for optimal efficiency. The candidate should have experience with product management or product operations. He/she is comfortable working cross-functionally across different areas of an organization, as well as with external partners to deliver outcomes.

Responsibilities

OPERATIONAL EXCELLENCE

• Oversee daily COE programs operations to ensure seamless execution and compliance with customer or partner obligations
• Develop and delegate standard operating procedures based on program needs; delivering an excellent member experience
• Monitor member participation including confirming eligibility status and appropriateness for enrollment
• Identify, investigate and resolve issues and seek out best practices to implement for continuous improvement
• Own iterative monitoring systems and dashboards for utilization, engagement, and quality to drive performance against targets/KPIs
• Create qualitative and quantitative reporting mechanisms to facilitate actionable process improvement and stakeholder reporting
• Manage day-to-day relationship with departmental interdisciplinary teams
• Manage program budget including tracking of expenses and revenue

PROGRAM OPTIMIZATION & IMPROVEMENT

• Identify, develop, and implement service, technology, and process improvements to make the member's journey seamless
• Gather and analyze member and customer feedback to inform the Product and Customers teams
• Incorporate customer feedback into day-to-day operations and governance process

CUSTOMER/PARTNER MANAGEMENT

• Support Operations Lead in managing customer and partner questions and concerns
• Support the Customers team in strategy development and customer sales
• Troubleshoot and provide timely responses to issues raised by customer and partners
• Participate in meetings with customers and partners

TEAM OVERSIGHT

• Manage and nurture a team of Clinical Manager, Care Guides and navigators to deliver successful Centers of Excellence (COE) programs
• Align the team to monitor performance and course correct to beat customer SLA's
• Develop curriculum and coach team on delivering exceptional member experience
• Guide team through conflict resolution as key escalation point
• Lead recruitment and onboarding of new team members
• Train team on new technology platforms to support program operations

Qualifications

EDUCATION

• Bachelors Degree; MBA or MHA preferred

EXPERIENCE

• Minimum of 4 years of professional experience in the health care industry
• Experience at leading management consulting firm(s) and/or payer(s) preferred
• Experience developing market research and business cases for new strategies or products
• Experience in quantitative analysis using Microsoft Excel required
• Expertise in using Microsoft PowerPoint to develop presentations
• Strong communication and presentation skills
• Self-motivated team player
• Passionate about improving health care to optimize care quality and service while achieving affordability

OTHER QUALITIES

• Detail-oriented and highly organized who takes pride in delivering only a high-quality work product
• Self-motivated and goes beyond what they are told to do; does what the business needs done
• Caring leader who promotes well-being and positive work experience for their team and colleagues
• Resilient approach to find ways to accomplish goals despite obstacles

Compensation Statement

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $115494.00 - $160000.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

About Us

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai's unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients' medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report's "Best Children's Hospitals" ranks Mount Sinai Kravis Children's Hospital among the country's best in several pediatric specialties. The Icahn School of Medicine at Mount