General Manager

3 days ago

Seattle WA United States One Medical Full time

The Opportunity:

As we grow our capacity to transform primary care through our human-centered and technology-powered model, the teams that support this growth and operational performance are also expanding. We are seeking to hire a General Manager (GM) to drive strategic and operational performance across assigned geographic markets and business lines in close collaboration with cross-functional internal leadership teams and through the application of lean performance improvement methodologies, human centered design and a defined service ethos. This opportunity is leading the Pacific Northwest geography which is currently made up of approximately 19 locations and two Metropolitan Service Areas (MSA) in Oregon and Washington, including One Medical Seniors in Washington. Reporting to One Medical’s Vice President of Operations - National Service Delivery and in collaboration with their dyad partner, the General Manager is a senior leadership role with a direct impact on serving members from pediatrics to geriatrics, in an organization committed to fundamentally altering the healthcare landscape.

Your direct team consists of Senior Operations Managers leading the offices within your geography. Externally, this individual serves as the main point of contact and executive sponsor for complex health network partnerships within a defined region, aligning organizational goals with those partners, and coordinating the development of market-based strategic operating plans (SOPs) aligned to national and market-based Pillars of Performance objectives. Internally, the GM works across the commercial and senior health business lines, ensuring functional leaders are executing on SOPs, meeting organizational goals and expectations. There is matrixed support provided by Product, Workforce Management, Marketing, Enterprise, Finance, HR, Legal, Real Estate, Payer Contracting, Amazon Health Services, Seniors, Recruiting, and Corporate HSP and Strategy.

An experienced, optimistic and ambitious leader, you are passionate about improving healthcare for all, and will thrive in a fast-paced and ever-changing environment. You demonstrate sound decision-making skills, even in the absence of complete information, and rely on a mixture of analysis, wisdom, experience, and judgment in your approach. Exceptional communication skills and strong intuition enable you to develop productive relationships across diverse teams, building rapport and finding and mitigating stakeholders’ pain points. Financially savvy, you are adept at driving key performance indicators, and understand the nuances and complexities of the healthcare landscape that are necessary to drive growth.

What you’ll likely work on:

  • Alongside a dyad clinical partner, establish and execute a market performance plan aligned around our strategic and operational (Pillars of Performance) objectives.
  • Assure effective execution of business strategies by aligning people strategies with business needs, recruiting and developing a high-performance leadership team, and by developing a climate that builds employee commitment and reinforces high performance and customer experience, and supports diversity.
  • Create and implement strategic operating plans to deliver high-quality care to our patients/members informed by analysis of information regarding customer experience and current processes to ensure high levels of customer service.
  • Responsible for operations and managing the P&L of the MSA including all local revenues and expenses, including owning local provider and field team staffing.
  • Responsible for achieving cost to serve targets through the use of productivity and lean performance improvement methodologies, including implementing and maintaining processes to maximize quality and efficiency of operations.
  • Serve as the executive sponsor of each Health Network Partner (health systems and/or health plans) to ensure the achievement of collective partnership goals, including new market launch and implementation, ongoing performance management, contract renewal, co-chairing Executive Steering Committees, and oversight of ONEM/HSP Integration Team activities.
  • Develop and execute profitable business strategies, including being responsible for deploying new service offerings to grow membership.
  • Drive local marketing activities and business development to increase revenues supported in part by dotted line responsibility for local marketing and sales team members, as well as being responsible for local level pricing decisions through Deal Desk.
  • Keep current on industry and MSA trends, initiatives, and approaches that have potential impact on performance.
  • Ensure compliance with One Medical/Amazon policies and procedures.

What you’ll need:

  • 10+ years experience in a multisite healthcare environment, ideally multi-market, in roles of increasing complexity, achieving high quality, service, and financial performance goals, with 5+ years leading multiple high-performing teams in roles of increasing scope and complexity.
  • Strong process improvement / Lean and metrics orientation, and a successful track record building, developing, leading, motivating, and scaling high-performing operations and leadership teams.
  • Proven success in an entrepreneurial environment; strong understanding of how to efficiently utilize resources and teams (i.e., capital and talent) to recognize the corporate vision.
  • Experience in driving organic/de novo growth, in a fast paced, dynamic environment, coupled with strong understanding of marketing and B2B sales strategy.
  • Outstanding communication skills, with the ability to effectively manage communication with context between internal and external partners, offices, districts, regional, and central teams; in various communication settings: one-on-one, in small and large groups, or among diverse styles and position levels.
  • Strategic mindset and experience with integrating systems and services to more efficiently maximize service and support the organization's mission and goals.

This is a full-time role supporting our current and future Pacific Northwest offices with a requirement for this leader to be based in Washington or Oregon, with a preference for the Seattle metropolitan area. This role will require frequent travel as you visit your offices across the MSAs regularly, as well as periodic travel for training and meetings in other cities throughout the country.

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