Supervisor, Clinical Operations - Rapid Progression

Company: Oak Street Health

Title: Supervisor, Clinical Operations - Expansion

Location: Treehouse (Remote + Travel) 

Role Description: The Clinical Operations Supervisor is responsible for furthering Oak Street Health's vision of new center operational excellence from day one of a new center’s opening, supporting our organizational objectives of delivering an unmatched patient experience and the best care anywhere. Through close alignment with the Sr. Clinic Operations Manager and local leadership teams, this role is responsible for delivering a new center activation experience that will lead to the accelerated performance and readiness of Oakies at new centers and quicker time to role proficiency, positively impacting team engagement and retention. This role will manage a team of Expansion Operations Partners who deliver new center setup and new center training across all new center locations, including acquisitions and special projects. To ensure setup and training delivery are effective, this leadership role partners closely with the Clinical Operations & Learning leadership team to ensure training content and trainer expectations are clearly articulated and executed. 

Success requires a high ability to collaborate, problem solve, manage multiple projects simultaneously, manage people, and demonstrate flexibility. This role engages cross-functionally with other New Center Project Management teams to ensure a seamless setup experience for new center teams. 

Core Responsibilities:

• Manages a team of Operations Partners who are based in different geographic markets and who offer on-the-ground setup and training support to new centers.

• Monitors staffing attendance and absences and works with the manager to identify coverage plans for expected and unexpected absences.

• Coordinates the agenda and facilitates the monthly Operations Partner call. 

• Communicates effectively, problem solves, and navigates through challenges and ambiguity alongside both center and regional leaders for new centers.

• Serves as a knowledgeable resource on the OSH Care Model including key clinical and service team positions, workflows, and goals.

• Contributes to our operations playbook to promote consistency and adherence to set up standards for new centers or acquisition projects. 

• Promotes a consistent learning experience for new center team members by leveraging the Learning Excellence Framework and through partnerships with the Position Leader cohort, Patient Experience, Learning, and other relevant departments.

• Champions collaboration and inclusion with direct teammates or cross-functional teams to accomplish tasks or integration of new initiatives.

• Continues to support the maintenance, development as needed, and distribution of standard operations procedures relevant to the service team roles or Expansion processes.

• Manages relationships with external vendors on behalf of OSH.

• Supports the recruitment of top talent as they arise through the recruitment, hiring, onboarding, retention, and performance management of the staff.

New Center Activation Responsibilities:

• Partners with the direct manager to create and maintain the New Center Activation Calendar for both Pre-Opening NCT and Post-Opening NCT programming. 

• Partners with the direct manager to maintain the incentive payout program for new center expansion efforts for direct reports and on occasion the larger organization.

• Individual will proactively identify, and share challenges along with potential solutions with key stakeholders such as center and regional leaders (when appropriate).

• Drives consistently excellent training and learning delivery across the team to ensure speed to proficiency for new center staff.

• At the time of lease signing individual will lead the team through preparatory efforts, facility setup, and service team training.

• In partnership with the Care Trainer Supervisor, they will support drop-in visits to set up to ensure standards are being met based on the standard operations playbook.

• The individual will support the Learning Excellence Framework by observing training execution and approach during Pre-Opening NCT and Post-Opening NCT programming.

• Holds the Operations Partner team accountable for maintaining up-to-date statuses as it relates to activation and training deliverables within Smartsheet and/or other platforms identified.

• Supports acquisitions and special projects as needed.

• Other duties as assigned. 

What are we looking for?

We’re looking for motivated professionals with:

• Proven ability to prioritize their current work that aligns with organizational objectives and priorities.

• Demonstrated skills in problem-solving, critical thinking, conflict resolution, and exceptional communication skills. 

• Ability to deliver high-quality, error-free work while consistently meeting deadlines.

• Proven ability to remain steady in times of change or high levels of ambiguity.

• Ability to champion collaboration across multiple teams and engage multiple perspectives to solve problems and achieve common goals.

• Ability to or experience with managing team members located in other geographies

• Proven project management skills and an ability to organize and prioritize multiple complex projects.

• Proven experience and ability to develop and mentor a diverse team promote creativity and independence of thought.

• Willingness to be a hands-on, proactive team leader who removes obstacles to help the team meet objectives.

• Experience in healthcare operations is strongly preferred.

• Bachelor’s degree preferred.

• Ability to travel up to 80% of the time.

• Minimum of 2 consecutive years within a travel-based role. 

• 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 the 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