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Job Description:

About the Role:

The Manager, Operations Excellence is the strategic and operational driver of all Operations Excellence initiatives across Safety & Security, Practice Operations and Market Operations Support. The Manager, Operations Excellence will drive cross-functional visibility and collaboration within the team and across various other Cityblock functions such as the Markets, Clinical, Nursing and Integrated Care organizations. This role involves project managing key objectives from the Practice Management Steering Committee, driving standardization of operations across Markets, fostering a culture of excellence, and collaborating with cross-functional teams to achieve operational excellence.

The Operations team radically improves healthcare by increasing efficiency and quality of care through streamlining processes, driving operational metric performance and improving cross functional team interoperability. The Manager, Operations Excellence position radically improves healthcare by driving optimization of operational processes to enhance efficiency, quality of care, and overall organizational performance. This role involves working cross functionally amongst support teams, central teams and market teams driving standardization of operations across Markets, fostering a culture of excellence, and collaborating with cross-functional teams to achieve operational excellence.

Responsibilities:

Reporting to the Vice President of Operations Excellence, the Manager, Operations Excellence will play an integral role in the Practice Management Steering Committee and working cross functionally across central, support and Market teams.

• Project Management:

  • Drive key initiatives from the Practice Management Steering Committee through rigorous project planning and management to drive execution and successful implementation/delivery of key tactics

  • Own developing solutions with full key stakeholder alignment and owning communication to ensure all stakeholders are abreast of latest updates and decisions

• Process Optimization:

  • Work with cross functional teams to evaluate and optimize operational workflows, ensuring streamlined processes and improved resource utilization.

  • Identify opportunities for automation, technology integration, and workflow enhancements.

• Quality Assurance:

  • Implement quality assurance measures to ensure the highest standards of care and service delivery.

  • Collaborate with quality management teams to monitor and improve clinical and operational outcomes.

• Data-Driven Decision-Making:

  • Utilize data analytics to identify trends, key performance indicators, and areas for improvement.

  • Make data-driven decisions to optimize operational performance.

• Change Management:

  • Lead change management efforts associated with process improvements, ensuring effective communication and stakeholder engagement.

  • Foster a culture of adaptability and continuous improvement.

• Technology Integration:

  • Collaborate with IT teams to integrate and optimize healthcare information systems, electronic health records (EHR), and other technology solutions.

  • Ensure staff proficiency in utilizing technology for operational excellence.

• Cross-Functional Collaboration:

  • Collaborate with central, support, market teams and other departments to address operational challenges and improve overall collaboration.

  • Serve as a key liaison between operational excellence initiatives and various stakeholders.

• Training and Education:

  • Develop and deliver training programs to educate staff on operational excellence principles and methodologies.

  • Promote a culture of continuous learning and improvement throughout the organization.

Requirements for the Role:

• Bachelor’s degree in public health, healthcare administration, business, law, or a related field
• Master’s degree preferred
• PMP certification preferred
• Proven experience in a leadership role focused on market operations support in the healthcare industry or P&L ownership in an ambulatory healthcare setting.
• Experience in a healthcare provider setting (health system, hospital, physician practice), value-based operations (ACO, CIN, PHO, or similar organization), insurance or managed care function, healthcare management consulting or related experience
• Experience working in a consulting environment.
• You have experience and comfort working within a high-paced, ever-evolving startup environment, working with operators, technologists and clinicians
• Experience with process optimization, technology integration, and data analytics.
• Ability to develop the strategy for growth and performance of the market's operations
• Applies best practices and expertise in value-based care models, and applies to market
• Continue to define and codify the care model in partnership with the Medical Director
• Comfort using a variety of technologies and systems, including practice management, care management, electronic health record, and billing systems
• Familiarity with the healthcare landscape, neighborhoods and community health needs of the market location that you’ve applied for
• You have operated in a value-based care setting (e.g. capitated arrangements, ACO) where you were accountable for achieving success against key performance metrics
• You are comfortable using a variety of data tools, and can create compelling dashboards and other data visualizations to drive decision making
• You have hands-on operations leadership experience; you’ve built and improved teams, built deep stakeholder relationships, and driven high-fidelity, field-based operations
• You have excellent project/process management skills (particularly with modern tool suites built off of cloud-based collaboration), and you are rigorous, energetic, agile, flexible, and aren’t afraid to do the work yourself
• You are familiar with regulatory requirements pertaining to value-based care operations and care delivery, including documentation, quality reporting, and environmental requirements to ensure safety for members and staff in clinic-based and home-based settings
• You are compassionate, open-minded, and non-judgmental
• You have the ability to think quickly and solve problems in the moment

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is:

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine. Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements. The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.