Deputy Chief Operating Officer - Health Plan

Deputy Chief Operating Officer - Health Plan

Job Ref: TE0142
Category: Professional
Department: OFFICE OF THE COO
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Work Arrangement: Hybrid
Salary Range: $300,000.00 - $325,000.00

Position Overview

Empower. Unite. Care.

MetroPlus Health is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

Reporting to the Chief Operating Officer, the purpose of this role is to support the Chief Operating Officer (COO) and act as delegate and deputy as required. In particular, the role holder will work across Operations and the rest of the organization to progress the design and implementation of the target operating model and operational processes ensuring that the organization’s infrastructure is aligned to the direction of MetroPlus Health and NYC Health & Hospital’s mission and strategy. The Deputy Chief Operating Officer (DCOO) is a member of MetroPlusHealth’s Senior Management team and is vital in providing assistance with the oversight, management, and supervision of Operations, in a matrix organizational structure including: Provider Network Operations, Call Center, Credentialing, Facilities, Enrollment & Membership, Vendor Management, Customer Success, and Claims. This position is responsible for supporting the direction and implementation of programs and projects, and for providing and promoting problem analysis and problem resolution at both a strategic and functional level.

Scope of Role & Responsibilities

Manage the operational implementation for major strategic, clinical, and/or operational transformation initiatives, oversee the operating structure to ensure both efficient and cost- effective contributions at every stage of the healthcare management process

Assist with the management of the operational departments including Provider Network Operations, Call Center, Credentialing, Enrollment & Membership, Facilities, Vendor Management, Customer Success, and Claims.

Maintain efficient daily operations by initiating, coordinating, and enforcing policies and procedures; developing, revising, and implementing workflow and productivity parameters; troubleshooting with providers, facilities, vendors, and MPH staff

Implement governance process to focus on the alignment of projects, programs, and portfolios to organizational vision, mission, and strategy, along with changes in the environment

Identify process improvement opportunities, assess potential gains, prioritize, and propose action plans and timeline

Assist with leading and managing change through influencing matrixed resources to achieve system-wide performance improvement initiatives

Oversee the delivery of patient experience: ideate and design new programs and systems to improve the customer experience, create a persistent customer-first mentality across physical and digital channels

Collaborate with the product development team in forming cutting-edge product ideas driven by customer needs, translate into executable product and technical roadmaps and implement on time and on budget

Assist with managing contracted services to ensure compliance with all contract standards, regulations, and performance expectations

Develop the key skill sets, capabilities, and capacity to support MetroPlusHealth's need to effectively translate strategic priorities into operations

Regularly and systematically evaluate the results of overall operations and report results to the COO

Provide coverage for the COO in their absence to ensure consistent operations

Required Education, Training & Professional Experience

Bachelor’s degree from an accredited college or university in an appropriate discipline required.

Minimum of five (5) years of management of healthcare experience within a health plan.

Minimum of seven (7) years of health plan experience in the successful delivery of modernization and PMO projects, and with organizing, directing, and managing contract operation support functions involving multiple, complex, and interrelated project tasks

Seven (7) years of demonstrated expertise in quality improvement methodologies.

Experience managing matrixes / virtual teams to deliver services.

Experience managing project teams

Experience of leading and managing a multi-disciplinary team

Experience of leading and implementing strategy and business plans

Demonstrable vendor management and contract experience

P&L accountability

Knowledge of management principles and practices, including process and quality improvement methods.

Broad and deep knowledge of managed care operations, the interconnectivity of diverse and complex functions, managed care information systems and related technologies.

Demonstrated knowledge and experience overseeing a diverse array of managed care product lines of business, managed care claims processing and call center operations,

Experience and knowledge in the use of Project Management tools to improve and expand the offerings and services provided by MetroPlusHealth,

Experience and knowledge related to customer experience and service,

Comprehensive understanding of the principles and practices of managing information systems and services, and a thorough understanding of how operating areas and information services work together to improve current and future results.

Licensure and/or Certification Required

NONE

Professional Competencies

Leadership

Strategic thinking

Results driven

Business acumen

Systems orientation

Process improvement

Data driven decision making

Financial management

Integrity & trust

Customer focus

Written/Oral Communication

Flexible and able to multitask

Able to work in a fast-paced environment with competing priorities

Resourcefulness

Problem solving skills and ability to work under pressure

Ability to simultaneously work on multiple tasks in a fast-paced environment

Excellent verbal and written communication skills, characterized by the ability to clearly articulate complex concepts. Comfortable delivering and presenting to client senior executives and stakeholders

Good judgment in a) seeking and using information to support decision-making; b) anticipating the consequences of decisions and actions; c) communicating information; d) interacting constructively with others both within and outside the organization; e) maintaining confidentiality, as appropriate; and f) choosing actions that are beneficial to, and consistent with, the mission, goals, culture, and style of the organization.

Ability to take initiative, think independently, and contribute constructively to strategic planning, priority setting and decision-making.

Must demonstrate a high degree of integrity, trustworthiness, respect for others, and ability to deal appropriately with confidential and sensitive information.

Must demonstrate understanding and acceptance of the MetroPlusHealth mission, vision, and values.

Strong qualitative, quantitative, and analytical skills, demonstrated by ability to identify and use information and data to set goals and priorities, make decisions and measure performance, while considering competing priorities and other perspectives within and outside the organization.

Creativity and resourcefulness demonstrated by ability to a) conceptualize and implement new policies, programs, and procedures; b) set priorities for self and others; and c) achieve maximum functioning with available resources.

Ability to balance day-to-day operational issues and needs with corporate issues and needs.

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