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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 that is redefining the healthcare landscape by making quality care more affordable, accessible, and enjoyable.

We are dedicated to transforming healthcare, enhancing the experience for patients, providers, employers, and health networks alike.

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

In early 2023, One Medical became part of Amazon, allowing us to extend exceptional healthcare services to a broader audience, including consumers, employers, care teams, and health networks, aiming for improved health outcomes.

As we expand our reach and impact, we are committed to building a diverse, motivated, and compassionate team, fostering an environment where everyone can excel.

The Role


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

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

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

You will specifically lead the operations of a primary care house calls program and related field services currently operating in multiple states, catering to the highest risk patients within our Senior Health demographic.


You are an effective leader and creative problem-solver, dedicated to establishing efficient workflows and nurturing cohesive teams.

Self-aware and committed to continuous learning, you maintain a focus on the broader objectives. You excel in customer service, data-driven administrative processes, and motivating your team, particularly during periods of change.

You are eager to embrace your next opportunity that emphasizes results, engagement, and all aspects of people management within an organization that is revolutionizing healthcare.

Key Responsibilities
  • Oversee the daily operations of a program that includes virtual care teams supporting in-home primary care house calls.
  • Design and implement standardized procedures, collaborating with other High Risk Care and company leaders to establish operational strategies by assessing team performance and objectives, while continuously enhancing our operations.
  • Lead the ongoing risk stratification and patient identification processes, ensuring effective patient enrollment to maximize 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.
  • Develop an engaged team by leveraging CICARE (a framework emphasizing key elements of effective interactions and communication), Active Daily Management, and Lean principles to achieve patient care and team experience goals.
  • Maintain active communication and collaboration with market and in-office care team leaders to ensure transparency regarding the performance of the High Risk Field Operations team and effective patient care transitions.
  • Travel to operational locations on a bi-monthly to quarterly basis.
Qualifications
  • Minimum of 3 years of leadership experience in programs serving high-risk patient populations, including home-based care models.
  • At least 5 years of experience in operations and process management.
  • A minimum of 3 years of direct people management experience; virtual team management experience is 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 track record of fostering 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.
  • Must reside in the Eastern time zone and lead operations from a location within commuting distance of a One Medical practice.
Benefits


We offer a range of benefits designed to support your health and wellness:

  • Paid sabbatical after 5 and 10 years of service.
  • Employee Assistance Program providing free confidential support for stress, anxiety, financial planning, and legal issues.
  • Competitive medical, dental, and vision plans.
  • Complimentary One Medical memberships for you and your family.
  • Pre-tax commuter benefits.
  • PTO cash outs - option to cash out up to 40 accrued hours per year.


We also prioritize your future and that of your family:

  • 401K matching.
  • Credit towards emergency childcare.
  • Additional contributions for maternity and paternity leave.
  • Paid life insurance - One Medical covers 100% of the cost of basic life insurance.
  • Disability insurance - One Medical covers 100% of the cost of short-term and long-term disability insurance.


This position is full-time, Monday to 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 necessary.


One Medical is committed to equitable compensation practices.


The base salary range for this role is $89,250 - $161,000. Total compensation packages may vary based on unique candidate factors such as skill sets, experience, and work location. Additional pay may be available for candidates exceeding specified qualifications. Total compensation may also include RSUs and/or benefits.


One Medical is an equal opportunity employer, encouraging qualified applicants from diverse backgrounds to explore employment opportunities.


One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your authorization to work in the U.S.