Senior Director Market Operations Michigan

The Executive Director (ED) is a high-impact mission-driven General Manager responsible for driving the P&L operational and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation collaboration and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent scalable individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach trust-building engagement benefits navigation and activation of the entire fH care model as well as its clinical and financial outcomes long term. Furthermore the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management revenue optimization opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance Senior Director of Central Clinical Programs and other EDs to lead motivate and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization HEDIS metrics) individual engagement and activation goals and financial targets (e.g: medical cost revenue membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead mentor and actively develop all market leadership and care team members fostering a culture of continuous improvement high accountability and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing inclusive and supportive employee culture driven by and visibly embodying the firsthand values
• Manage analyze and optimize the state key performance indicators (KPIs) effectively coaching market leadership and care teams to exceed financial clinical and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers community partners and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles preferably in a high-growth high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape particularly value-based care Medicaid and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence executive communication skills and the ability to inspire and manage large cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

What We Do

firsthand is transforming the way individuals living with Serious Mental Illness (SMI) receive care. We are focused on delivering real outcomes for a cohort that has historically been underserved stigmatized and deprioritized. By building a service focused on whole-person care firsthand aims to find establish a trusting relationship with and support quality care for individuals living with complex experiences of SMI. Most importantly our goal is to be the trusted guide partner and first call for individuals we serve guiding them to a life of stability and independence. In doing so we will not only improve lives but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and as a result change the way our society supports those most impacted by serious mental illness.

Why Work With Us

Our frontline colleagues bring lived experience with serious mental illness to their work- they’ve walked in the shoes of those we serve. They can build trust in a way many others cannot. Much of our team has a personal connection to the mental illness space and we come together from a wide variety of backgrounds to unite in this common mission.

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