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Director of Care Team Operations

2 months ago

Minneapolis, Minnesota, United States Reema Health Full time
About the Role

We are seeking an experienced and self-motivated Care Team Operations Leader to join our team at Reema Health. As a key member of our leadership team, you will be responsible for bridging the business and care delivery through oversight and execution of our Care Team program.

Key Responsibilities
  • Develop and Implement Care Delivery Standards: Oversee the development, implementation, and monitoring of care delivery standards for all multidisciplinary team members.
  • Collaborate with Cross-Functional Teams: Collaborate closely with product, finance, and growth teams to ensure successful design, implementation, and measurement of service delivery for the Care Teams.
  • Establish and Achieve Operational Targets: Partner cross-functionally to establish and achieve operational, revenue, and member satisfaction targets for each market.
  • Drive Process Improvements: Ensure highly effective and efficient care delivery and drive process improvements that reduce cost, improve quality of outcomes, and deliver an excellent member experience.
  • Oversee Technology Implementation: Promote the use and implementation of technology in the work to streamline operations, facilitate communications, and optimize work processes.
  • Manage Member Complaints: Oversee the review, investigation, and response to member complaints.
  • Liaise with HQ: Function as a liaison between HQ and Reema's care delivery.
  • Develop Strategic Operating Plans: Develop and execute strategic operating plans and align them with other departments and functions across the organization.
  • Champion Continuous Process Improvement: Champion continuous process improvement and building rigorous process infrastructure to provide more value and quality for our members.
  • Monitor and Report on Business Performance: Monitor and report on business performance by analyzing market metrics and evaluating team performance on an ongoing and ad hoc basis.
  • Lead Talent Strategy: Lead talent strategy, planning, and development to recruit and retain mission-driven leaders who embody Reema Health's values.
  • Support Care Team Managers: Support Care Team Managers in managing a primarily remote, community-based team.
  • Cultivate Team Morale: Cultivate a sense of belonging and strong team morale; build relationships with a foundation of trust among teammates.
  • Adapt to Change: Adapt to changes quickly and with an open mind to meet challenges, from managing a predominantly remote workforce to finding the best ways to meet Reema's goals.
Requirements
  • Licensed Mental Health Provider
  • 5+ Years of Relevant Experience: 5+ years of relevant experience managing and developing high-performing, human-centered teams who engage with patients or customers in-person in a high-growth environment.
  • Experience Expanding and Scaling Teams: Experience expanding and scaling front-line teams through hiring, onboarding, and training efforts.
  • Commitment to Social Care and Behavioral Health: 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: Proven track record of developing and implementing scalable strategies to drive results around customer satisfaction, service quality, and profitability.
  • Understanding of Key Finance and Operations Measures: Understanding the meaning and implications of key finance and operations measures, including staff turnover and poor performance.
  • Preferred Management Experience: Preferred management experience in a healthcare and/or social work-related field (Medicaid, Medicare, and population health management experience highly valued).
What We Offer
  • Competitive Salary and Equity Package
  • Medical, Dental, and Vision Insurance
  • HSA and FSA Options
  • 401(k) Retirement Savings with Company Match
  • Employee Assistance Program
  • Paid Parental Leave
  • Accrued Paid Time Off
  • Technology Stipend
  • Flexible Schedules and Remote Work