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Director of Care Team Operations

2 months ago

Minneapolis, United States TBWA\Chiat\Day Full time

Location: Minneapolis (Must be located in MN, WI, or IA) FLSA Status: Exempt Job Status: Full Time Work Model: Hybrid Work Schedule: Monday–Friday with occasional evenings and/or weekends Vehicle Required: No Amount of Travel Required: 10%-20%, Occasional domestic travel Positions Supervised: Care Team Managers, Training Manager, Innovation Manager Reports To: VP of Operations Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. Our mission-driven and member-focused company is seeking an experienced and self-motivated Director of Care Team Operations. The Director of Care Team Operations is responsible for bridging the business and care delivery through oversight and execution of Reema’s Care Team program. They will manage high-performing teammates across multiple markets and will be critical in setting teams up for success. The Director will foster a culture of high-quality care delivery grounded in diversity and inclusion, design and direct systems and team performance to meet Reema Health’s mission, and ensure teams deliver the highest quality of care and engagement to Reema Health’s members. How You Will Add Value: Oversee the development, implementation, and monitoring of care delivery standards for all multidisciplinary team members. Collaborate closely with product, finance, and growth teams to ensure successful design, implementation, and measurement of service delivery for the Care Teams. Partner cross-functionally to establish and achieve operational, revenue, and member satisfaction targets for each market. Ensure effective and efficient care delivery and drive process improvements that reduce cost, improve quality of outcomes, and deliver an excellent member experience. Promote the use and implementation of technology in the work to streamline operations and optimize processes. Oversee the review, investigation, and response to member complaints. Function as a liaison between HQ and Reema’s care delivery. Develop and execute strategic operating plans and align them with other departments across the organization. Champion continuous process improvement and build rigorous process infrastructure to provide more value and quality for our members. Monitor and report on business performance by analyzing market metrics and evaluating team performance. Lead talent strategy, planning, and development to recruit and retain mission-driven leaders who embody Reema Health’s values. Support Care Team Managers in managing a primarily remote, community-based team. Cultivate a sense of belonging and strong team morale; build relationships with a foundation of trust among teammates. Adapt to changes quickly to meet challenges. Translate and communicate change management strategies as the organization grows. Education, Experience and Skills: Licensed Mental Health Provider. 5+ years of relevant experience managing and developing high-performing, human-centered teams who engage with patients or customers in a high-growth environment. Experience expanding and scaling front line teams through hiring, onboarding, and training efforts. Demonstrated commitment to solving for the complex intersection of social care and behavioral health care. Experience in a high-growth startup environment. Proven track record of developing scalable strategies to drive results around customer satisfaction, service quality, and profitability. Understanding of key finance and operations measures, including staff turnover and poor performance. Preferred management experience in a healthcare and/or social work related field. As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information, gender identity and expression, veteran status, or other non-job-related characteristics. Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee's ability to perform the position described. #J-18808-Ljbffr