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Senior Operations Manager

2 months ago

Greensboro, North Carolina, United States One Medical Full time
About One Medical


One Medical is a primary care provider redefining the healthcare landscape by making quality care more affordable, accessible, and enjoyable.

We are on a mission to revolutionize healthcare, enhancing the experience for all stakeholders - from patients and providers to employers and health networks.

Our integrated in-office and 24/7 virtual care services, on-site laboratories, and programs for preventive care, chronic illness management, common ailments, and mental health issues have been positively impacting lives for over fifteen years.

In early 2023, we reached a significant milestone by joining forces with Amazon. Together, we aim to deliver exceptional healthcare to a broader audience, including consumers, employers, care team members, and health networks, to achieve improved health outcomes.

As we continue to expand and strive to make a difference in more lives, we are committed to building a diverse, driven, and compassionate team, fostering an environment where everyone can flourish.

The Role


As One Medical's High Risk Programs grow, we seek dynamic and passionate leaders to oversee the personnel, processes, and technology that set One Medical apart.

In the capacity of Senior Manager, High Risk Care Field Operations, reporting to the Director of High Risk Care Programs, you will be accountable for fulfilling One Medical's commitment to delivering exceptional quality of care, accessibility, and genuinely patient-centered experiences at a reasonable cost.

Your mission will involve executing high-quality care and service through rigorous performance management and improvement systems embedded within The One Medical Performance System (TOPS).

Specifically, you will direct the operations of a primary care house calls program and associated field-based services currently active in multiple states, catering to the highest risk patients within our Senior Health demographic.


You are an adept people leader and innovative problem-solver, motivated to establish efficient workflows and nurture cohesive teams.

You possess self-awareness, a commitment to continuous learning, and a focus on overarching goals.
You excel in customer service, data-driven administrative processes, and inspiring a team or peers, particularly during transitional periods.

You are in search of your next opportunity that emphasizes delivering results, fostering engagement, and all aspects of people management within an organization that is transforming healthcare.


Key Responsibilities:
  • Oversee the daily operations of a program that includes virtual care teams supporting in-market/in-home primary care house calls providers.
  • Design and implement standardized workflows, collaborating with other High Risk Care and company leaders to determine operational strategies by assessing team results and objectives, while continuously enhancing our operations.
  • Lead the ongoing risk stratification and patient identification processes, ensuring effective patient enrollment that maximizes program reach and impact for the highest risk patient population.
  • Guarantee that all patients receive appropriate outreach, Health Coach support, visit scheduling, and care coordination throughout their enrollment and participation in High Risk Care programs.
  • Foster an engaged team utilizing CICARE (a framework emphasizing key elements of effective communication and interaction), Active Daily Management, and Lean principles to achieve patient care and team experience objectives.
  • Maintain active communication and collaboration with market and in-office care team leaders to ensure clear visibility of High Risk Field Operations team performance relative to service agreements and effective patient care transitions.
  • Travel to operational locations on a bi-monthly to quarterly basis.

Qualifications:
  • 3+ years of leadership experience within programs serving high-risk patient populations, including home-based care models.
  • 5+ years of experience in operations and process management.
  • 3+ years of direct people management experience; virtual team management experience preferred.
  • In-depth knowledge of value-based care operational contexts, high-risk care services, and home-based primary care/house calls operational models.
  • Demonstrated ability to drive results and support change management and continuous improvement initiatives.
  • Proven capacity to cultivate strong, collaborative peer relationships and team dynamics that promote a supportive and engaged team culture.
  • Experience in talent development through mentorship, coaching, consistent feedback, goal setting, and accountability.
  • Proficient in data management and analytics tools (Excel, Google Sheets, Tableau, etc.) for program analysis and evaluation.
  • Familiarity with scheduling and office operations and communication tools (CareLink, Google Workspace, Slack).
  • Strong written and verbal communication skills.
  • Reside in, and lead the operations of the team from, the Eastern time zone within commuting distance of a One Medical practice/clinic location.

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

Future Security:
  • 401K match.
  • Credit towards emergency childcare.
  • Additional contributions toward maternity and paternity leave.
  • Paid Life Insurance - One Medical covers 100% of Basic Life Insurance costs.
  • Disability insurance - One Medical covers 100% of Short Term and Long Term Disability Insurance costs.

This position is a full-time role, Monday - Friday, with rotating Saturday manager on-call coverage required.

This is a hybrid remote role targeted for operational deployment from Eastern time zone locations where One Medical operates. Occasional travel to field operations locations may be required.

One Medical is committed to fair and equitable compensation practices.

The base salary range for this role is $89,250 - $161,000. Total compensation packages may be based on factors unique to particular candidates, such as skill sets, depth of experience, and work location. Additional pay may be determined for those candidates that exceed specified qualifications and requirements. The total compensation package for this position may also include RSUs and/or benefits. For more information, visit our website.

One Medical is an equal opportunity employer, encouraging qualified applicants from all backgrounds, abilities, and life experiences to explore 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.