Job Description:

About the Role:

The role of Senior Director, Operations is the day-to-day lead on managing and executing on all market goals and works in close partnership with the Executive Director on strategic planning and setting market goals. Goals include, but are not limited to, clinical, TCOC, OPEX and service performance goals at the market and partner level for a defined set of contracts. In addition, the Senior Director will engage and work closely with functional partners and executives across the organization in the operational, clinical, and strategic growth/business development spaces.

The Senior Director is a person driven by a passion for value-based, integrated health care and cares deeply about bringing best-in-class care models to serve patients with complex health and social needs. They are also an operator who brings experience managing large and distributed workforces in matrixed environments and building trust-based relationships with both front-line associates and key executives. The Senior Director of Operations leads with empathy; and by their example, positively influences how others in the organization think about and deliver continuous improvement for the sake of our members.

Operations & Performance

• Own execution and achievement of operational results and share accountability for market operations strategy,
• Lead run rate market operations initiatives for a set of critical functions that could include, but are not limited to: staffing and hiring, care team productivity, strategic partnerships, and more
• Develop a deep understanding of and accountability to contractual obligations and applicable regulatory and compliance standards
• Own the market narrative - be able to communicate risks, opportunities, successes, and failures with internal stakeholders
• Assists in the contribution of the t the development and delivery of Joint Operating Committee and similar meetings with payer partners
• Assists in partnering cross-functionally to build long-term strategic partnerships with payers, providers (individuals and systems) and community-based organizations
• Ensure that member experience is humanized and person-first by leading efforts to establish and improve member experience processes, and workflows, ensuring that all are executed with “The Cityblock Way” in mind
• Proactively address operational issues and collaborate with in-market team members to solve problems quickly and thoughtfully, and ensure that learnings from process builds are captured to support our care model and implementation playbooks for the future.
• Ensure that all learnings from process builds are tightly captured so that we are continuing to develop our care model and implementation playbooks for future markets; implement new performance metrics where they apply
• Support direct reports in maintaining efficient and effective operations, including member experience, staff scheduling, communications, and general operational support for the care team.
• Triage and manage incoming ad hoc requests and projects in support of the Executive Director, sharing accountability for completion and measurement of success for the market.
• Support the Executive Director’s long-term planning, opex budgeting, and operations strategy initiatives by providing critical input into data/analytics, staffing/HR, and other operational/administrative activities, working collaboratively with enterprise business partners to optimize market performance.

Leadership & Culture

• Develop strategic initiatives in coordination with clinical and operational stakeholders to improve quality, member outcomes and total cost of care performance
• Attract and retain top talent that strengthen both company culture and business and human impact
• Actively listen for underlying or foundational root causes to issues and/or constructive feedback from front-line management and staff. Empower, motivate, recognize, and inspire team members to take action and own their impact.
• Maintain understanding of forthcoming internal and external organizational events and determine what content, if any, and to what extent such content is appropriate to share, including what methods of communication would be best.

Business Unit, Growth & Development

• Support building local market relationships useful to our performance
• Identify opportunities to develop new strategic collaborations within the markets to grow and diversify revenues that are cohesive with the divisional growth strategy
• Lead market expansions and local launches under supervision of Executive Director in collaboration with Growth and Implementation teams

Requirements for the Role:

• Minimum of a MBA|MHP|MHA; Demonstrated proficiency as a P&L leader or operations leader within a health care delivery or health plan setting.
• Familiarity with capitated or risk-based medical group serving Medicaid, Medicare, and/or dual eligible patients.
• Have hands-on operations leadership experience: built and improved teams, built deep stakeholder relationships, and driven high-fidelity, field-based operations.
• Bring experience managing a large workforce with roles that vary in complexity and support requirements (both clinical and non-clinical).
• Bring experience in managing and assessing rigorous quantitative and qualitative market performance, and a fidelity to accuracy and clarity in reporting.
• Are deeply operationally oriented, constantly focused on performance excellence, efficiency and improvement, but also seeking ways to innovate.
• Have exceptional organizational, communication, project/process management, and interpersonal skills.
• Project professional competence, leadership capability, and personal maturity and most importantly, inspire a commitment to Cityblock’s mission and to excellence.
• Travel 40% within the North Carolina Market, this role is based in North Carolina.

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.