Regional Director of Rapid Response Services (Supply Chain)

Medically Home (“MH”) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing high-quality, real-time nursing care and services along with all the necessary tools and infrastructure to safely shift advanced, acute medical care from hospitals to the comfort of the patients’ home. We are deeply committed to creating superior patient and family experiences and outcomes.

Position Description

This leader will be accountable for creating and managing a “Best in Class” response network (supply chain) to support market growth. The Regional Director will provide strategic leadership and daily oversight to a team that will be responsible to build, manage, and grow a high performing rapid response team and vendor network. The rapid response team and network will be accountable for enabling the fulfillment of all the good and services needed to provide outstanding care in the home. The leader will monitor the team and networks performance to ensure “it just happens” level of service for the client’s clinical command center team. The Regional Director will implement data driven leadership strategies, including KPIs, surveillance reporting, demand forecasting, and vendor scorecards to grow the market to meet client demands.

The Regional Director will collaborate with other key leaders, including but not limited to Clinical, Customer Success, Fulfillment, RRS, and Product to ensure the RRS network is performing optimally. Additionally, the Regional Director will serve as a Supply Chain Subject Matter Expert supporting new market implementations as needed. 

Reports to: Sr. VP of Rapid Response Services

Location: Northeast, United States Preferred

Travel: 30%

Principle Roles and Responsibilities:

• Strategic planning and managing the team’s rapid growth
• Oversees team of in market Clinical and Operational Leaders to ensure team and client goals are achieved
• Accountable for building and managing a network that can provide accurate, efficient delivery of all goods and services into the home 24/7 across the defined market
• Responsible for all human resource functions tied to managing the team, including but not limited to budgeting, organizational structure design, hiring, promoting, and disciplinary actions.
• Drives accountability across the team and all service partners to meet service level expectations. Ensure at-risk RRS processes and service partner performance (quality or service issues, clinical or operational issues, etc.) promptly receive the appropriate interventions.
• Foster a culture of creative problem-solving, and continuous innovation, anticipating market needs and continually driving performance optimization.
• Act as an escalation point for your team members as potential risks are identified and addressed with clients and service partners.
• Oversee team members, ensuring their mentorship, quality of work, adherence to protocols, and commitment to our virtual hospital program, including but not limited to:
  • Provide leadership that inspires the provision of safe, world-class, high-quality patient-centered care and exceptional service to our customers.
  • Assist with recruiting exceptional talent who are aligned with the Medically Home mission as we grow the RRS market teams
  • Assist with defining individual goals and track progress towards these goals by providing direct feedback to individuals on the team and senior leadership
  • Create an environment that allows for the growth and promotion of team members within RRS and across other departments within Medically Home.
• Ensure that service provider agreements represent the most up to date clinical standards of MH.
• Serve as the liaison between the Medically Home clinical team and service partners ensuring that highly collaborative, high-quality care is provided to each patient.
• Work closely with customer success, implementation and operational teams to ensure seamless delivery of patient care and address any challenges, do root-cause analysis of issues, and drive continuous improvement.
• Support new market implementations as a RRS subject matter lead, including but not limited to on -site training efforts and simulations in-market with all Medically Home service providers and supplier partners.
• Develop systems to help manage service provider and supplier partners to ensure qualifications are met.
• Integrate Cesia and RRS data into all aspect of managing the RRS Network; including, but not limited to, patient utilization and cost data by market, service issue tracking, and safety reports to identify opportunities for improvement.
• Identify issues and or risks with meeting clinical and non-clinical supply requirements and implement solutions to meet service level requirements with superior patient experiences. 
• Participate in market based quarterly RRS performance meetings; collect all relevant data collection to support quarterly meetings.
• Provide support to members of the Medically Home team related to RRS with special projects as required. The initial implementation and market expansion (including contracting and operational workflow development) of RRS partners in the Acute Rapid Response network of service providers (e.g., infusion services, skilled nursing, paramedics, phlebotomy, mobile diagnostics, courier services, meals, DME).
• Support all payor-required credentialing and revenue cycle activities of the RRS network for individual markets.
• Ongoing maintenance (e.g., adding, dropping, and supporting partners) of the network in the relevant geography.

Competencies:

• Strong leadership and mentoring skills
• Strong client and vendor relationship skills and experience
• Strategic thinking with the ability to connect dots between systems and operational processes
• Experience in systems driven logistics; preferably with decentralized last mile service providers
• Independent problem-solving skills with the ability to recognize when to involve senior leadership
• Ability to recognize when process improvement is needed and lead PI efforts
• Ability to work independently as well as collaborate with other Sr leaders to achieve a common goal
• Excellent organizational skills with attention to detail
• High level of service deliverability including multi-tasking, ability to prioritize work and meet deadlines and adapt to a dynamic environment
• Strong written and verbal communication skills
• Computer literacy, including command of Microsoft word, PowerPoint and Excel with ability to learn new software as needed
• Ability to demonstrate respect and professionalism for patients’ rights and individual needs, including demonstrated ability to maintain HIPAA compliance and other confidentiality
• Excellent customer service skills, including the ability to manage and triage complex telephone calls
• Comfortable working with a diverse patient population and multidisciplinary team, including nursing, physicians, and ancillary service providers such as PT, OT, skilled nursing, etc.
• Ability to maintain a positive attitude and uphold the MH culture
• Ability to function with high degree of independence and autonomy
• Demonstrate leadership qualities that model Medically Home values

Experience and Education:

• 10 years’ administrative experience, preferably in a healthcare, consulting, or logistic setting
• Master’s degree preferred
• Health care supply chain and or consulting experience preferred

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law