Operations Manager

The Opportunity:

As we continue to expand and transform the primary care experience, we are looking for an Operations Manager to join us on our journey to make it drastically easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy! As the Operations Manager, you will help lead our people and processes to support growing teams and practices with increased complexity. You are responsible for the operation oversight, compliance and success of up to five locations, including safety, quality, customer experience, budgetary, people development and operations objectives. The Operations Manager will manage the administrative team and phlebotomists (Laboratory Service Specialists) and will work in collaboration with clinical leadership to lead the providers, coaching and mentoring the office team to ensure performance objectives are met. You will  build positive employee relations and build leadership bench strength within the organization. Reporting to the Senior Operations Manager, the Operations Manager will partner with them to drive performance within your respective practices and the Metropolitan Service Area (MSA) and ensure we are meeting patient and team experience goals.

You are a strong team leader, innovative problem-solver, and critical thinker, with a love for service and a passion for changing healthcare. You are a self-starter who can develop ideas independently, prioritize, adapt quickly to team needs, and strategically align team goals with the organization’s goals to drive results. You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and all things people, process and office management. You have a strong commitment to patient safety and high standards of service to deliver on being the earth’s most customer-centric primary care provider. If this sounds like you, we would love to connect.
What you’ll work on:

• Build an engaged office team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), Active Daily Management, and Lean principles to meet patient and team experience goals
• In collaboration with Clinical Leadership, take ownership of the business, operational, and financial performance within assigned offices. Responsibilities include but are not limited to: recruiting, staffing, ensuring optimal access, and managing lab operations.
• Drive continuous improvement, and organizational metric achievement with key stakeholders and business line leaders. Champion creation of quality initiatives, process change efforts, and other Lean endeavors to enable offices to meet and exceed the operating plan.
• Model the ideal team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities and engaged career development. Participate in talent management planning activities to ensure team members are in place and ready to take on the next opportunity as we grow.
• In partnership with Clinical Leadership, support quality health outcomes, patient safety, regulatory compliance, and implement improvement initiatives to manage population health. Educate staff on policies, standard work, reporting guidelines as they relate to quality best practice. Set and clarify requirements and expectations for employees.
• Partner with cross functional teams to drive strategic priorities and growth efforts through idea generation, local support, and MSA implementation (including new office launches). 
• Adhere to cost to serve targets, manage practice expenses, and meet budget expectations. Oversee procurement patterns and expense reporting. Control expenses through intervention and waste reduction.
• Commit to lead change as the organization evolves. Implement change and/or develop new processes as required to provide the ability to better service customers, reduce cost to serve, and improve contribution.
• Perform administrative duties such as managing escalations surfaced by practice staff, intervening for complex cases of service recovery, and overseeing crucial office functions such as task queue management, copay collection, and provider schedule deployment . 
• In partnership with the Senior Operations Manager, manage workflow by effectively delegating daily operational responsibilities and ensuring accountability and performance of the practice level leadership team.

These responsibilities are intended to describe the general nature and level of work being performed by team members assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by  team members in this classification. Other job related duties may be assigned by management.

What you’ll need:

• 3+ years relevant experience managing high-performing customer service or patient facing teams
• At least 1 year of experience managing teams in multiple locations or departments, or at least 1 year of experience managing large teams (10+ employees)
• Strong written and verbal communication skills, with the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize 
• Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
• Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability   
• Proven track record of leading successful change management and process improvement efforts
• Analytical thinking, attention to detail, ability to influence others, and exceptional organizational skills
• Experience in healthcare, particularly in collaboration with clinicians, is highly desirable

This is a full-time role based in-person with our team and patients at our offices in Dallas, TX.