Senior Associate, Operations Excellence

3 weeks ago

Asheville, United States Hopscotch Primary Care Full time
Job DescriptionJob DescriptionAbout Hopscotch Primary Care

At Hopscotch Primary Care, we believe great healthcare should be accessible to all people across all communities. Today, almost 20% of Americans live in a rural community, yet only 11% of physicians practice in those same communities. We are on a mission to transform healthcare in rural America. We provide high-quality primary care tailored to meet the needs of our patients through our robust care model and comprehensive care team, delivering care in our clinics, and across settings, and wrapping resources around the patients who need them most.

Our patients and the care teams who serve them sit at the center of everything we do at Hopscotch. Hopscotch Primary Care takes a team approach to serve patient needs and provide the best care possible. Our goal is to provide the care each of us would want for ourselves or for our family members, in the right setting, and at the right time.

Today, we are serving thousands of patients in our value-based care model and the number is growing every day. If you want to bring your experience, skill and passion to make a lasting impact in healthcare, we'd like to meet you.

About the Role

At Hopscotch Primary Care, we take a team approach to serve patients' needs and provide the best care possible. Our care teams sit at the center of what we do. As the Senior Associate of Operations Excellence, you will enhance clinic operations across Western North Carolina by supporting onboarding, designing and delivering training programs, and developing training materials. You will ensure adherence to processes, support new clinic openings, and assist in identifying and implementing process improvements to achieve operational excellence.

What You'll Do

As the Senior Associate of Operations Excellence, you will play a vital role in supporting the operational performance of the clinic teams across the Western North Carolina Market.

Specific responsibilities for this role include but are not limited to:

  • Training and Standardization
    • Manage the onboarding process for new care team members, including overseeing onboarding schedules and tracking learning goals.
    • Monitor and evaluate the performance of new care team members during their first 30-60-90 days, partnering with clinic leadership to provide feedback, coaching, and recognition.
    • Design and deliver training materials and programs for both new and existing staff, focusing on clinical skills, operational procedures, and customer service standards, in collaboration with subject matter experts.
    • Collaborate with market leadership to ensure process adherence by providing training and workflow guidance on both existing and new standard operating procedures.
    • Work closely with HR, Population Health, IT, and Clinical Programs teams to update, design, and implement learning strategies and programs.
  • New Clinic Support- De Novo & Aquisition's
    • Assist in planning and executing the opening of new clinics in the market by developing training schedules and serving as the on-the-ground liaison to Central Operations and Market Operations teams for delivering training needs.
  • Process Improvement
    • Support the Senior Manager in identifying, tracking, and implementing process improvements across clinics to ensure operational excellence.
About You

You would be a great fit for this position if you have:

  • Associate's degree or higher in education, project management, business administration, healthcare administration, public health, or related field.
  • A minimum of 2 years of experience with training clinical and administrative teams preferred.
  • Proven track record of leading successful training and expansion projects, demonstrating strong leadership, planning, and problem-solving skills.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
  • Highly adaptable and flexible, with the ability to handle multiple tasks and changing priorities in a fast-paced environment.
  • Experience with virtual training and technology (e.g., Teams, Zoom, etc)
  • A willingness to travel frequently within the market and occasionally to other regions.
  • A plus is that you have experience with instructional design and leading the development of training programs.

Additional requirements include:

  • Reliable transportation to travel throughout Western North Carolina – Asheville vicinity.
  • Compliance with all internal and external requirements, including legal, regulatory and HR
  • Support for compliance audits, internal and external, as needed
  • As needed, represent Hopscotch Primary Care in the community and provides community-based education, engagement, and participation in events such as health fairs/conferences 

At Hopscotch Primary Care, we embrace diversity, invest in a culture of inclusion and positivity and encourage all to apply to join our team. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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