SVP, Service Operations

Description

Company: Oak Street Health

Title:Senior Vice President, Service Operations

Location: Downers Grove, Charlotte Contact Center, Remote

 

Role Description:

The Senior Vice President, Service Operations will lead several teams in the Patient Experience &  Service Operations (PXSO) organization including, but not limited to, Contact Center (CC) Service, Service Delivery support (Medical Records and Referral Coordination), Central Telehealth, and Support & Transformation teams. These functions are critical to both our patients and clinics and offer service support on a 24 x 7 basis. The primary purpose of this leadership role is to deliver unmatched patient experience to our patients and caregivers by running efficient and effective operations and maturing them to world class levels through investment in people, process and systems. The combined size of these teams is approximately 750-1000 resources. This role works closely with Field & Clinical operations across OSH and reports up through the Chief Engagement Officer.

Core Responsibilities:

• Develops a vision and operational strategy for each functional group and creates a collective vision for Service Operations

• Leads the creation of a multi-year roadmap for service operations based on patient experience aspirations, voice of the customer, field and clinical feedback, and OSH growth ambitions

• Run a disciplined, metrics oriented, performance driven operation that delivers on patient experience, operational efficiency and quality priorities. Key metrics include timeliness of response, service levels, first contact resolution rates, Patient satisfaction score, issue resolution score, quality assurance scores, attrition due to central operations, and cost of operations

• Manages all aspects of operations including - organizational design for success, team goals, Incentive designs, reward and recognition, KPI definition and delivery planning, daily operations planning, and execution

• Creates a highly engaging place to work that attracts and retains top talent, leads the organization on engagement scores, and creates a strong pool of leadership talent for future roles within PXSO / OSH

• rives workforce planning and forecasting, staff hiring and onboarding plan, training and development planning, and quality assurance management

• Creates rigorous daily, weekly, and monthly plans and develops a tight cadence to these plans

• Partners with the Patient Experience team to identify experience improvement opportunities and continually upgrades the service experience 

• Works closely with Single Thread Owners (STO) (example for Specialty Care, Patient Engagement, Visit Delivery, Admissions) to help define service operations strategy, execution plan, and help advance the STO priorities

• Works closely with field operations and clinical operations to understand opportunities to create connected experience for our patients (example by improving first contact resolution, reduce care req’s, reduce transfers, etc)

• Partners closely with key Executive Committee (EC) members on being a change agent for major initiatives like outbound calling engagement initiatives

• Adopts innovation in service operations with technology, process changes and improvements, standardization, and culture shifts to drive continual improvement.

• Lead specific projects

  • Connectivity of Contact Center with Care teams

  • Improving Telephony experience

  • Launch and scale bidirectional async messaging

  • Upgrade Salesforce for Service teams. Leading reach for TPS

• Lead a people friendly, consumer oriented, productive and efficiency oriented team culture 

• Other duties as assigned

What are we looking for?

• Field Operations leadership background

• Bachelor’s Degree or equivalent experience in related field required, MBA preferred

• Clinical or Health care operations background 

• Minimum 10 - 15 years progressive experience in operations roles

• Proven ability to think critically and exercise sound judgment in a fast-paced environment

• Excellent ability to influence decision making at all levels of the organization

• Exceptional ability to build and cultivate relationships

• Ability to act and influence others to act with a sense of urgency

• Ability to synergize the efforts of individuals and teams to accomplish goals of the company

• Excellent verbal and written skills

• Excellent interpersonal and conflict resolution skills

• Excellent organizational skills and attention to detail

• Strong analytical and problem solving skills

• US work authorization

• Someone who embodies being Oaky

What does being Oaky look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to Rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

Oak Street Health Benefits: 

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health