Operations Manager (Market Launch)

Job Locations US-IL-Chicago
ID
2023-2220
Category
Operations
Type
Active/Full Time/Regular

Job Summary

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

 

GENERAL SUMMARY

The Market Launch Team Operations Manager will be a key member of the Market Launch Team, which will be responsible for standing up new markets. The role will be accountable to hire, train, and implement existing protocols and processes, and precept staff until the market is functioning autonomously. This position will have full accountability for the market P&L, until they are able to transition that responsibility to the new market General Manager. Market Launch Team members will be responsible for key metrics (clinical, operational, and financial) until the new market leadership team is established. This position requires extensive travel (up to 3 continuous weeks per stay at designated location).

Job Description

SKILLS & COMPETENCIES

The Market Launch Team Operations Manager will serve as an integral part of the implementation team, as well as support mature markets. Weekly activities may vary depending on company needs.

 

GENERAL

  • Practices the WellBe mission: To help our patients lead healthier, meaningful lives by delivering the most Complete Care.
  • Work with the team to provide a deep understanding of the WellBe culture and values
  • Fosters a culture of best demonstrated practices, customer and peer service-orientation, measurement, performance, accountability, and continuous improvement

RECRUITMENT & ONBOARDING

  • Works with Recruitment team to help source potential candidates for open positions in new markets
  • Participates in interview process for new candidates
  • Works closely with the Training and Development Team to onboard new team members (Regional Presidents, Ops Managers, CTCs, Field Lead APCs, Coders, etc.)
  • Conducts training, and provides oversight on company systems (Click, AaNeel, etc.) and processes
  • Responsible for training staff on:
    • Effective communications to help connect the value of WellBe to patients in need of more information
    • Management of patient consent forms
    • How and when to warm-transfer calls to clinical staff for clinically escalated situations
    • CWV process
    • Operational reporting (Regional President)
    • Management reports and processes (Regional President) 

IN-MARKET SUPPORT

  • Sets up new market operational and staffing infrastructure
  • Establishes process development, and implementation, including measurement of outcomes across all standardized market processes
  • Tracks and reports out on market performance metrics and conducts frequent analysis on all data applicable to the market
  • Collaborates with Market Launch Team CMD and APC and any hired local market leadership to ensure markets set and meet utilization goals, operational and quality metrics, until market leadership can function autonomously
  • In collaboration with senior leadership, and local leadership team, establishes Market P&L
  • Manages all supply chain (ie. office, clinical) needs of the market as appropriate
  • Develop processes and policies with the mobile integrated health paramedic partners
  • Implements standardized best practices in each new market
  • Works with Outreach team to provide direction on target growth areas for engagement, and to ensure that engagement goals are being met based on clinical staffing
  • Serves as a peer mentor and resource for the permanent operational team
  • Coaches and counsels team members to meet performance levels, and foster growth
  • In collaboration with the newly hired staff, establishes and facilitates operational leadership meetings and staff meetings
  • Ensures all needed managerial workforce (clinical and administrative) is accounted for at the start of each day. Assigns resources to meet operational needs (backfill as necessary).
  • Lead liaison between market medical leadership Checks-in and coordinates with market medical leadership
  • Reviews all open charts for APC’s—communicates issues to MDs
  • Available for all in-field situations or emergency(ies)
  • Works closely with Business Development to promote the WellBe program in the local provider and health plan community, to foster growth of existing programs and develop new health plan relationships
  • Establishes strong community relations with community PCPs, specialists, vendors and community resources. Work with all parties to resolve issues and improve clinical programs.
  • Oversees Remote Workers
  • Addresses compliance/safety issues (Accident reports, injury reports, etc.)

EXISTING MARKET SUPPORT

  • Supports Market GMs with operational projects/initiatives/training as needed
  • Supports any organizational process improvement plans to mature markets
  • Supports and participates in enterprise-prioritized projects and programs as needed

Job Requirements

QUALIFICATIONS

Educational/Experience Requirements:

  • 5+ years P&L ownership
  • 5+ years leading operations
  • Experience with Health Plan Medicare/Medicaid programs
  • 5+Master’s degree with emphasis in Health Administration or Business Administration highly preferred.
  • Bachelor’s degree required.

Required Skills and Abilities:

  • Excellent verbal and written communication skills
  • Excellent planning and time management skills
  • Superior multi-tasking skills with attention to detail
  • Strong work ethic with initiative
  • Creativity and out-of-the-box thinking
  • Critical thinking and problem-solving skills
  • Professional demeanor
  • Innovates new programs
  • Execution and result oriented
  • Ethics and integrity
  • Experience in health care industry preferred
  • Managed Care knowledge preferred

Travel requirements:

Work Conditions: Ability to lift up to 20lbs. Moving lifting or transferring of patients may involve lifting of up to 50lbs as well as assist with weights of more than 100lbs.

  • Ability to stand for extended periods
  • Ability to drive to patient locations (ie. home, hospital, SNF, etc)
  • Fine motor skills
  • Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.

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