Operations - Senior Director, Market Operations Acceleration

Location: Various Markets (Travel Required)

Job Summary:

ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

The Senior Director, Operations is a dynamic leader responsible for temporarily filling leadership gaps in local markets and assisting division leaders to improve market performance in markets that are off track. This role does not report to the division leaders but works closely with them to support local market operations in assigned markets. The Senior Director will have temporary leadership responsibility, assess market performance and processes, develop and drive turnaround plan execution, partner with local market leadership where applicable, and work with Market Enablement to assist in rolling out initiatives to improve business performance and rollout new processes.

Duties/Responsibilities:

• Temporary Leadership: Assume temporary leadership roles in local markets to fill gaps and ensure continuity of operations.
• Performance Assessment: Evaluate market performance and processes to identify areas for improvement.
• Turnaround Execution: Develop and drive the execution of turnaround plans to improve market performance.
• Market Launch Support: Assist division leaders in opening new markets where needed or temporarily function as the market operations leader for new markets, supporting the existing launch team in implementing market launch plans.
• To Perform the above, this role will engage in the following activities




• Collaboration: Work closely with division leaders to support local market operations and achieve shared objectives.

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  • Market Assessment: Evaluate and present market assessments and turnaround plans to leadership; report progress regularly.
  • Financial Management: When functioning as the market leader, provide leadership and P&L accountability over assigned markets, responsible for achieving financial, growth, and operational KPIs. When assisting existing market leaders with turnaround efforts, evaluate KPIs and financial performance as part of developing a turnaround plan.
  • Team Organization: Organize market leadership teams around shared objectives; manage weekly market leadership team meetings.
  • Patient Experience: Focus on patient experience, gathering team and patient information to build best-in-class customer service experiences.
  • Network Operations: Oversee network operations, ensuring a high-performance network and seamless coordination of referrals for ArchWell Health patients.
  
  
  
  

Required Skills/Abilities:

• Value-Based Care: Strong understanding of VBC processes that drive clinical outcomes and financial performance.
• Financial Acumen: Deep knowledge of VBC unit economics, including Medicare Advantage, STARs, Medical Cost Management, Membership Growth, and Experience.
• Business Acumen: Demonstrated experience in strategic planning, resource allocation, human resource modeling, leadership technique, and operations.
• Customer Service: Track record of developing and implementing processes for providing excellent customer service.
• Cross-Functional Knowledge: Ability to effectively leverage business and organizational knowledge within and across functional areas.
• Emotional Intelligence: High degree of emotional intelligence and integrity; driven and focused work ethic.
• Creativity: Self-starter with the ability to think creatively and work effectively.
• People Leadership: Strong people leadership experience, including change management skills.
• Travel: Ability and willingness to travel locally, regionally, and nationwide up to 50% of the time.

Education and Experience:

• Degree: Undergraduate degree in Business, Healthcare or Public Administration, Finance, Economics, or a related field.
• Experience: Minimum of 7 years in a supervisory role in a medical or hospitality setting, with at least 2 years of multi-site experience.
• P&L Management: Minimum of 5 years direct VBC P&L accountability.
• Mentorship: Passion for mentorship and team development, particularly across multiple functional areas.
• Problem-Solving: Eagerness to identify process gaps and implement practical solutions in a matrixed organization.
• Multi-Tasking: Ability to manage multiple priorities across various stakeholders and departments.
• Values: Embodies and serves as a role model of ArchWell Health's Values:




• Be compassionate
• Strive for excellence
• Earn trust
• Show respect
• Remain resilient
• Do the right thing and do it with passion