Senior Director, Clinical Operations & Care Navigation

As Senior Director, Clinical Operations you will have P&L responsibility for the delivery and execution of our clinical program offerings, ensuring that our clinical staff and technology have the right focus across our delivery model to achieve performance guarantees, clinical impact, program/Client ROI and the highest level of member impact in the most efficient and effective ways possible. You will also develop and then provide clinical oversight and guidance to other cross-functional Collective Health teams, ensuring that we are operating according to established clinical practices and understanding how our processes and protocols can help support and drive better health and lower cost across all of our services and programs.

You will have a dual reporting structure to our VP, Member Services & our Chief Medical Officer and will work closely with them both on refining our clinical strategy, Care Navigation priorities and drive operational excellence and execution with your team. You will also work closely with Product Leadership, Analytics Leadership and Operational Leadership across the business to design, implement and deliver valuable outcomes for our clients and members. You will lead our growing Care Navigation team, made up of Nurses, Pharmacists, Social Workers, Dieticians and Care Coordinators and have accountability to set and refine strategy and ensure your teams effectively execute against that strategy, while creating a culture of high impact, thoughtful execution and excellence.

In this role, you will need to be able to lead decisively from the front in a highly complex matrixed organization with multiple stakeholders and "dotted-line" leaders who have vested interest in your team and their work. You will need to collaborate well and be able to set clear expectations and create focus on critical results and initiatives while ensuring buy-in from those within and outside your organization.

Job Details

• Establish two-way relationships with your Sales and Client Success counterparts to thoroughly understand market clinical offering demand in order to adapt and iterate clinical offerings to client and member needs
• Accountable for the P&L and strategic business operations and performance against metrics of the Collective Health clinical Care Navigation Team
• Partner with Chief Clinical Officer and Population Health and Product teams to effectively define and develop clinical products and services that create value and impact for our clients
• Establish two-way relationships with your Product and Analytics counterparts to drive a technology and data-first approach in our clinical offerings
• Effectively partner with technical and product teams to align strategy and execution across product and operations organizations
• Develop effective coaching relationships and mechanisms with your team to deliver superior management of member cases and to foster internal team satisfaction
• Support Client and Prospective Client meetings to communicate Care Navigation capabilities and performance as well as to hear feedback on Client / Market needs
• Regularly perform and review internal audit results in addition to client feedback and program performance data to develop and execute on action plans to iterate and improve programs
• Develop processes to provide and then deliver clinical oversight and guidance to our Member Advocate and Member Claims Associate teams
• Serve as the voice of Collective Health clinical operations both internally and externally
• Masterfully coach and develop the next generation of Clinical Leaders at Collective Health
• Accountable for the performance and strategic expansion of the Care Navigation team
• Develop and manage rigorous metrics and reporting and create focus and accountability on key performance indicators and metrics
• Consistently work to evolve the Care Navigation offering to maximize the value and impact of the team
• Develop and review contract and SLA language with our Legal and Sales Operations teams to ensure compliance and build processes for tracking and monitoring program performance

Qualifications

• Excellent project management, presentation, and strong planning and decision-making skills
• Ability to effectively collaborate and execute in a highly matrixed environment
• Demonstrated success in operational process improvement and performance management
• 15+ Years Leadership experience in complex servicing or operations leadership environments
• Team player capable of working effectively with individuals throughout the organization. Proven capabilities in leading in cross functional, matrixed organizations with multiple stakeholders
• Self-starter with a "roll up your sleeves" mindset and desire to add value
• Active clinical license (MD, RN, LCSW, PharmD) recommended
• Strong emotional intelligence and ability to influence
• Demonstrated experience with electronic data interface and case management systems
• Solid business acumen, analytical and inquisitive
• Demonstrated experience with complex data analysis
• Clinical domain expertise with a broad knowledge of industry business clinical operations
• Comfortable operating with change and uncertainty
• Outstanding communications, leadership and interpersonal skills

Pay Transparency Statement

This is a hybrid position based out of our Lehi office. The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity.

In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits. #LI-hybrid