Senior Operations Specialist (remote)

Medically Home operates a decentralized care model for patients with serious, complex, or high-risk illnesses in partnership with health systems to safely care for their patients at home, across the care continuum, including hospital-level care. Medically Home provides health systems with all that is needed to safely care for patients, including the clinical protocols, reimbursement model, platform technology, and fulfillment of all the clinical services required in the home through partners. Clinicians and patients broadly prefer this model over traditional care; both clinical and financial outcomes are improved as compared to traditional care.

Job Summary:

As a Senior Operations Specialist, you will be a driven individual who can help us streamline daily operations to ensure efficiency. The Senior Operations Specialist should be comfortable communicating with people throughout the organization, able to solve problems and improvise as needed, and adept at managing time for a variety of tasks. You will facilitate and support cross functional teams to improve and redesign operational processes critical to safe, high quality, efficient, patient centered care. The ideal candidate has a strong sense of big-picture objectives and a sharp eye for detail.

Report to: Sr. Director, Market Operations

Location: Remote

Travel: up to 10%

Key Duties and Responsibilities:

• Conduct Root Cause Analyses (RCAs) on issues identified by local market and category management experts.
• Participate in the identification, prioritization, and scoping of performance improvement projects with a goal of improving patient safety, quality of care, reliability, and operational efficiency.

• Support interdisciplinary performance improvement projects - build project charters, timelines, and assemble improvement teams from across organization.
  • Work with various internal stakeholders (product leaders, account leaders, etc.) to troubleshoot client performance challenges and facilitate recommendation development, aligning recommendations to strategic goals and growth strategies.
  • Be able to present analyses, findings and guidance to client and MH teams.
  • Integrate outcomes into MH methodologies and internal processes.
• Collect, process, analyze, and present data from various sources to support performance improvement.
• Evaluate impact of completed performance improvement initiatives, measuring total impact on volume, quality, efficiency, cost, and patient experience.
• Contribute towards the development, documentation, and adoption of foundational PI methodologies, frameworks, and templates to support the organization from opportunity identification through successful change management and implementation.
• Collaborate with Finance, Analytics, and Product teams to maintain and enhance client health scorecards, including data analysis, integrity, presentation, and interpretation. Refine scorecards and priority metrics to support long-term monitoring of customer performance and identification of optimization opportunities.
• Develop a 'culture of improvement' that encourages market teams to identify improvement opportunities and provide tools and training enabling them to execute these initiatives.
• Provide outstanding customer service to our patients and their families, co-workers, and service provider partners.
• Perform other administrative support duties as required.

Competencies:

• Demonstrate knowledge of process improvement tools and their applicability in a healthcare setting.
• Demonstrate strong communication, analytical and decision-making skills consistently to effectively lead teams and drive projects to completion.
• Ability to create and deliver effective and engaging presentations and facilitate discussion and decision making for key stakeholders.
• Experience working at all levels within an organization, demonstrated initiative, and good professional judgement is required.
• Excellent written and verbal communication skills required.
• Proficiency in MS Office Suite [Outlook, Excel, Word] or similar software is required.

• Ability to maintain a positive attitude and uphold the MH culture.
• Ability to function with a high degree of independence and autonomy.
• Experience in project management with an interdisciplinary team is required.
• Experience analyzing, manipulating, and visualizing large data sets required.

Requirements and Qualifications:

• 7+ years of operations and/or performance improvement experience required, preferably in a healthcare setting.
• Business, Health Administration, or another relevant field required.
• Data analytics experience required with advanced Microsoft Excel skillsets preferred.
• Healthcare operations, quality, or consulting preferred.
• Completion/Certification of Project Management Professional (PMP) 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 colleagues need to provide evidence of vaccination against seasonal influenza and COVID-19. Individuals who are unvaccinated against COVID-19 or previously received only monovalent vaccine doses (primary two dose vaccine series) are required to receive 1 bivalent mRNA vaccine dose.

At Medically Home, we are committed to creating a diverse and inclusive environment. If you are excited about this role or about our company's mission but you aren't sure if your past experience ticks all the boxes in this job description - apply anyway. You might just be the right candidate for this or other opportunities in our organization.

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.