Managing Director Operations Excellence

We’re unique.  You should be, too.

We’re changing lives every day.  For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts?  Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

This is an in-office role in Miami Gardens, Florida.
The Managing Director, Operations Excellence oversees all centralized operations teams that support in-center performance. Creates an operating model that drives consistency, reduces variation in performance, and creates discipline. Provides visibility into the performance of these teams, and their impact on center operations and performance, including the creation of a system/model to manage staffing to meet demand. Defines and implements an operating model for centralized field teams that will scale with rapid growth. Serves as a member of the Operations leadership team, supporting peak performance of the enterprise.
Center performance is at the crux of this role, delivering operational programs and insights related to the enterprise. In addition, this role oversees Market Engagement, National Operations, Innovation, Clinical Operations, and Patient Insights.

The ideal leader combines strategic planning, general business management, and project/program management to drive alignment and execution of projects across the enterprise.  Leading a team of functional experts across several domains, including Process Standardization, Clinical Operations, Performance Excellence, STARS Quality, and Patient Experience, to drive best-in-class operational performance across all enterprise locations, the role:

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Ensures that all center locations operate in a standard fashion, driven by documented operating procedures that drive best-in-class results.

• Builds strong cross-functional relationships with key stakeholders, leadership teams and internal departments to conduct key projects and work collaboratively to drive successful completion of tactical and strategic initiatives.

• Reviews key enterprise efforts across functions to optimize resource allocation/flag issues.

• Forces tradeoff discussions when assessing how/where to allocate precious resources.

• Conducts relevant business analyses, including performance assessment of existing initiatives and new business lines.

• Creates financial models that support strategic endeavors.

• Leads critical conversations with executive leaders and colleagues, including framing questions as well as key choices and tradeoffs to drive toward outcomes/defined risks.  Develops and implements appropriate metrics to measure performance and progress towards goals and center performance on key indicators.

• Tracks and reports on these metrics and business impacts.  Develops presentations for the COO to present to the CEO and the Board.

• Interfaces with matrixed partners across the company, including the executive team, regional presidents and CMOs, regional leaders, and other COEs.

• Tracks organizational performance through data and analytics and identifies opportunities fr targeted intervention; leads efforts to drive any identified actions (e.g., targeted training on specific processes that enhance the overall patient experience).

• Identifies bottlenecks and inefficiencies in existing processes, conducts rood cause analysis, designs and implements process improvements to optimize workflows and reduce waste.

• Facilitates the adoption of new processes and procedures, addressing resistance to change and ensuring smooth transition.

• Designs and delivers training to field staff and leaders to support the execution of operational excellence practices across all centers.

• Monitors and enforces quality standards, identifying and addressing quality issues to maintain patient satisfaction.

• Delivers regular insights to the Chief Operations Officer regarding the company’s operational performance and areas of improvement opportunity for consideration, including proposed action plans for filling any identified gaps.

• Acts as a thought partner to regional presidents in their execution of strategic and operational initiatives that drive performance and success.

• Drives a culture of patient-centered care across all center locations.

• Fosters an environment of continuous improvement and drives a culture of accountability and ownership among team members with open-mindedness and collaboration.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Expert -level business acuity, financial acumen, and presentation skills

• Expert knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods

• Hones executive presence that enables exceptional communication and influencing skills cross-functionally with internal and external stakeholders at all levels

• Proven ability to build excellent relationships and influence strategy with clinical and business leadership, including primary care physicians, center-based care teams, corporate teams, and other staff.  Ability to influence leadership at all levels, to help drive process, strategy, and adhere to proper business protocols

• Excellent critical thinking skills required, including creativity, resourcefulness, timeliness, and technical knowledge related to analyzing and resolving medical/administrative problems.  Ability to identify areas of improvement and implement changes effectively

• Strong leadership capacity to lead a team, focusing not only on driving results and execution, but also creating the structure, system, processes, and roles for the team to have clear responsibilities, measurable goals, and consistent accountability to be successful

• Ability to effectively manage in a matrixed organization, including enterprise thinking, partnering across organizational boundaries, and ability to influence without direct authority to drive initiatives and outcomes

• Proven history of leading cross-functional teams to drive operational excellence and continuous improvement.  Ability to coach, guide, and train staff

• High personal accountability for achieving results, high energy, and strong drive to develop self while constantly improving our business model

• Ability to analyze data and metrics to create actionable items for improvement and change

• Commitment to data-driven evaluation of initiatives and performance

• Problem solving and project management skills including managing multiple projects simultaneously; understanding the big picture while being attentive to the details required to successfully implement things (i.e., a proper balance between high level problem solving and focus on execution)

• Elevated level of personal agility; able to focus and deliver quick wins in a manner commensurate with needs; able to change direction quickly

• Ability to effectively leverage business and organizational knowledge within and across functions

• Extraordinary emotional coping skills; ability to confront difficult emotional situations and emotional responses of others

• Ability to ideate a strategic vision and successfully implement actions

• Understanding of and commitment to maintaining the highest level of confidentiality

• Sensitivity to the needs of culturally and linguistically diverse patient and employee populations

• Driven, strategic, motivated, with a forward-leaning approach to business

• Excellent interpersonal, leadership, and communication skills that drive unified strategies and products

• Ability to manage a process from opportunity identification to execution; experience bringin order to chaos to drive large, extraordinarily complex initiatives

• Forward-thinking and adaptable to dynamic situations

• Understanding of the healthcare landscape and strategic implications of competitor, partner, and regulatory activity

• Exceptional learning agility and servant mindset

• Advanced skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position

• Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed

• Spoken and written fluency in English

• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• BA/BS degree in business administration, public health or related field OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis; Master’s degree preferred

• A minimum of 10 years’ relevant work experience in operations, strategic planning, business development and/or management consulting required; healthcare experience strongly preferred

• 5+ years of leadership experience

• Broad functional experience in the fundamentals of operations and strategic planning