Remote - Vice President, National Service Delivery

About Us
One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.
In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we're building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.
The Opportunity
The Vice President of Service Delivery is a vital leadership role who will steward the development and implementation of One Medical's in-office care delivery model, ensuring that we consistently provide the highest levels of service, quality, and value for our members. You will report to the Chief Operations Officer and lead an outstanding team of Regional Vice Presidents and a Senior Director of Strategic Service Lines. You and your team's focus include all services delivered in-person for our members ranging from Pediatric to Geriatric patients. Alongside your clinical dyad, you will lead an enthusiastic national team, committed to our mission of transforming healthcare through invention, continuous improvement, scalable operations and best-in-class patient care. Through close and effective collaboration with clinical leaders, central operations, strategy, partnerships, product & technology, finance and people experience, you will execute on One Medical's "north star" of delivering the highest level of quality care and service. Partnering with your leadership team, you will develop the strategy to scale operations to meet the growth objectives of the organization while taking into consideration the overall cost of care, effective collaborative relationships with our current and future partners, continuous integration of existing and new services. Additionally, you will continue to effectively align, standardize and prioritize work across the regions for a cohesive national approach.
With your team you will leverage the The One Medical Performance System (TOPS), to effectively engage our team in the pursuit of transforming healthcare. You are the type of leader who is a thought partner to your teams and thrives on introducing new ways of looking at problems and is energized by taking creative ideas and putting them into practice. You are able to gain the support and commitment of others, while being sensitive to how people and organizations function, anticipating challenges and planning your approach accordingly. You shine when working collaboratively and thinking strategically in terms of how current and future teams, services, and partners work best together to deliver on aligned goals. We are growing fast, and you are a leader who reflects upon and executes human-centered experiences for our patients and team members in a way that's scalable rapidly with the highest levels of service.
What You'll Work On
Success in the role will be delighting our members, continuously improving and innovating to build scalable value for our members, and build and maintain effective collaborations with our partners. This includes, but is not limited to, the following areas of responsibility:

• Consistently achieve member satisfaction, quality, operational and financial targets including effectively managing our overall cost of care
• Ensure the service delivery teams are coordinated in their priorities and continuous improvement efforts to lead to sustainable and consistent services across all of our markets
• Lead the successful development and implementation of our in-person care delivery model and strategic service lines to ensure we consistently provide the highest level of service, quality and scalable value for our members
• Develop and execute strategic operating plans and align them across the organization, including continued harmonization of integrated businesses and effective partnerships with our health system partners
• Partner with Workforce Management, People Experience and Finance to drive efficient operational planning such as recruiting, staffing, process management, practice expenses, etc.
• Directly and within your teams, recruit and retain mission-driven leaders who embody the One Medical DNA to foster teams with appropriate and diverse mix of styles, perspective, and experience
• Foster strong cross functional relationships that are anchored in partnership, belonging and team morale, creating a culture of engagement and belonging across the operations, clinical and centralized teams
• Engage and empower your teammates and leaders through the effective utilization of TOPS to achieve performance objectives and drive innovation and continuous improvement

What You'll Need

• A track record of encouraging open and respectful collaboration, being intentional in your communication, and making the difficult tradeoffs that foster the success of the organization
• Proven success of developing and implementing strategies that help scale operations to drive results around customer satisfaction, service quality, and profitability
• 5+ years of managing senior people managers across multiple locations and/or functions; with your department's size between 500 to 5,000 team mates
• 15+ years' relevant experience managing and developing high-performing human-centered and consumer-facing operations, retail or customer service teams; who engage with customers to provide the very best service where at least 5 of these years are in a healthcare environment
• Deep knowledge of business drivers and how strategies and tactics play out in the market to guide actions, while readily takes action on challenges
• Demonstrated ability to anticipate future trends and implications accurately, and articulate credible pictures and visions of possibilities that will create sustainable value
• Experience with lean performance management methodologies required

Benefits Designed To Aid Your Health And Wellness
Taking care of you today

• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Paid sabbatical after 5 and 10 years
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year
• Competitive Medical, Dental and Vision plans
• Free One Medical memberships for yourself, your friends and family

Protecting your future for you and your family

• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Opportunity to participate in company equity programs
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• 401K match
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full time role based remotely in the United States. You will be expected to travel approximately 50% of the time and to be in-person with our teams across the nation.
One Medical is committed to fair and equitable compensation practices.
The base salary range for this role is $187,500 to $325,000. However, actual compensation packages are based on several factors that are unique to each candidate. These factors include, but are not limited to, job related knowledge and skill set, depth of experience, certifications and/or degrees, and specific work location.
The total compensation package for certain roles may also include additional components such as a sign-on bonus, annual performance bonus, equity grants in the form of RSUs, medical and other benefits. For more information, please visit https://www.onemedical.com/careers/.
One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.
One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please refer to the E-Verification Poster (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.