Head Of Customer Operations, Medicare Advantage

About the Stealth Venture

This stealth venture is committed to helping people with social needs access services that improve their health and well-being. We work with health plans to identify and engage members with complex health and social risks and facilitate closed-loop navigation to personalized social services. Our proprietary platform improves how social service providers and health plans interact to deliver a better experience and health outcomes for health plan members while strengthening the fabric of our social service provider network.

As our Head of Customer Operations, Medicare Advantage, you will be responsible for ensuring the successful delivery of our Medicare Advantage offering. As an early team member, you will work closely with the CEO and other early team members to design the solution/offering for our initial go-to-market. You will also be part of the founding leadership team that will help secure our first anchor partnerships. You will then be accountable for building out the resources and managing the operations required to ensure the successful execution of those anchor partnerships, achieving the key business metrics for both the clients and the stealth venture.

What you'll do:

In the first few months, the stealth venture has two phases of operations: (1) Design & Partnership Development and (2) Execution.

Phase 1: Design & Partnership Development

• You will support the CEO, acting as a Medicare Advantage SME to pitch customers and contract with payer organizations.
• You will design pilot and iterate with partner(s) to reach alignment (plan design of what we are selling in the first phase - design partner for the full solution and spend the next year and part of that will include the member engagement etc)
• You will own the client ROI model and define customer success KPIs.
• You will build credibility and trust in an early-stage partner from an SME perspective (tech or ops).
• You will lead Medicare Advantage plan product design and performance to achieve client business goals, such as improved member experience, retention, utilization of SDOH benefits, and health outcomes.

Phase 2: Execution

• You will hire a care navigator team and oversee the team's work, including (1) the development of member engagement "playbooks" to guide the navigator function and (2) mapping of customer escalations and handoffs, etc.
• You will identify optimal vendor partners and build a pipeline of vendor partnerships.
• You will work with the product team to identify key features for MVP2.

What you'll need:

• You have 10+ years of experience and progressive leadership responsibilities in Medicare Advantage product, strategy, and implementation roles.
• You have experience with go-to-market efforts and a proven record of developing new Medicare Advantage client partnerships.
• You have experience leading an implementation team and new client onboarding and development of client KPIs/performance scorecard.
• You have 2+ years of early-stage startup experience.

What you'll bring to the table:

• You have expertise in the Medicare Advantage plan product design space, including management of Supplemental/SDOH benefits.
• You have strong analytical and problem-solving skills.

Who you are:

• Strong Communicator: You work cooperatively with others across the organization to achieve shared objectives, and can communicate effectively across a variety of methods.
• Drive Results: You readily take action on new opportunities with a sense of urgency, high energy, and enthusiasm. You display a can-do attitude and step up to handle tough issues, and can drive results forward.
• Manage Ambiguity: You deal comfortably with the uncertainty of change, and effectively handle risk. You can decide and act without having the total picture. You are calm, and productive, even when things are up in the air.
• Manage Complexity: You ask the right questions to accurately analyze situations and uncover the root causes of difficult issues. By acquiring data from multiple and diverse sources, you are able to make sense of complex, high-quantity, and sometimes contradictory information to solve problems.

You will work out of one of the following locations:

• Remote: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming
• In-office: New York, NY

Additional Information

Full-time base salary range of $170,000 - $200,000 plus equity.