Position Overview

Empower. Unite. Care.

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

Reporting to the Chief Operating Officer, the purpose of this role is to support the Chief Operating Officer (COO) and act as delegate and deputy as required. In particular, the role holder will work across Operations and the rest of the organization to progress the design and implementation of the target operating model and operational processes ensuring that the organization’s infrastructure is aligned to the direction of MetroPlusHealth and NYC Health & Hospital’s mission and strategy. The Deputy Chief Operating Officer (DCOO) is a member of MetroPlusHealth’s Senior Management team and is vital in providing assistance with the oversight, management, and supervision of Operations, in a matrix organizational structure including: Provider Network Operations, Call Center, Credentialing, Facilities, Enrollment & Membership, Vendor Management, Customer Success, and Claims. This position is responsible for supporting the direction and implementation of programs and projects, and for providing and promoting problem analysis and problem resolution at both a strategic and functional level.

Scope of Role & Responsibilities

• Manage the operational implementation for major strategic, clinical, and/or operational transformation initiatives, oversee the operating structure to ensure both efficient and cost- effective contributions at every stage of the healthcare management process
• Assist with the management of the operational departments including Provider Network Operations, Call Center, Credentialing, Enrollment & Membership, Facilities, Vendor Management, Customer Success, and Claims.
• Maintain efficient daily operations by initiating, coordinating, and enforcing policies and procedures; developing, revising, and implementing workflow and productivity parameters; troubleshooting with providers, facilities, vendors, and MPH staff
• Implement governance process to focus on the alignment of projects, programs, and portfolios to organizational vision, mission, and strategy, along with changes in the environment
• Identify process improvement opportunities, assess potential gains, prioritize, and propose action plans and timeline
• Assist with leading and managing change through influencing matrixed resources to achieve system-wide performance improvement initiatives
• Oversee the delivery of patient experience: ideate and design new programs and systems to improve the customer experience, create a persistent customer-first mentality across physical and digital channels
• Collaborate with the product development team in forming cutting-edge product ideas driven by customer needs, translate into executable product and technical roadmaps and implement on time and on budget
• Assist with managing contracted services to ensure compliance with all contract standards, regulations, and performance expectations
• Develop the key skill sets, capabilities, and capacity to support MetroPlusHealth's need to effectively translate strategic priorities into operations
• Regularly and systematically evaluate the results of overall operations and report results to the COO
• Provide coverage for the COO in their absence to ensure consistent operations

Required Education, Training & Professional Experience

• Bachelor’s degree from an accredited college or university in an appropriate discipline required.
• Minimum of five (5) years of management of healthcare experience within a health plan.
• Minimum of seven (7) years of health plan experience in the successful delivery of modernization and PMO projects, and with organizing, directing, and managing contract operation support functions involving multiple, complex, and interrelated project tasks
• Seven (7) years of demonstrated expertise in quality improvement methodologies.
• Experience managing matrixes / virtual teams to deliver services.
• Experience managing project teams
• Experience of leading and managing a multi-disciplinary team
• Experience of leading and implementing strategy and business plans
• Demonstrable vendor management and contract experience
• P&L accountability
• Knowledge of management principles and practices, including process and quality improvement methods.
• Broad and deep knowledge of managed care operations, the interconnectivity of diverse and complex functions, managed care information systems and related technologies.
• Demonstrated knowledge and experience overseeing a diverse array of managed care product lines of business, managed care claims processing and call center operations,
• Experience and knowledge in the use of Project Management tools to improve and expand the offerings and services provided by MetroPlusHealth,
• Experience and knowledge related to customer experience and service,
• Comprehensive understanding of the principles and practices of managing information systems and services, and a thorough understanding of how operating areas and information services work together to improve current and future results.

Licensure and/or Certification Required

• NONE

Professional Competencies

• Leadership
• Strategic thinking
• Results driven
• Business acumen
• Systems orientation
• Process improvement
• Data driven decision making
• Financial management
• Integrity & trust
• Customer focus
• Written/Oral Communication
• Flexible and able to multitask
• Able to work in a fast-paced environment with competing priorities
• Resourcefulness
• Problem solving skills and ability to work under pressure
• Ability to simultaneously work on multiple tasks in a fast-paced environment
• Excellent verbal and written communication skills, characterized by the ability to clearly articulate complex concepts. Comfortable delivering and presenting to client senior executives and stakeholders
• Good judgment in a) seeking and using information to support decision-making; b) anticipating the consequences of decisions and actions; c) communicating information; d) interacting constructively with others both within and outside the organization; e) maintaining confidentiality, as appropriate; and f) choosing actions that are beneficial to, and consistent with, the mission, goals, culture, and style of the organization.
• Ability to take initiative, think independently, and contribute constructively to strategic planning, priority setting and decision-making.
• Must demonstrate a high degree of integrity, trustworthiness, respect for others, and ability to deal appropriately with confidential and sensitive information.
• Must demonstrate understanding and acceptance of the MetroPlusHealth mission, vision, and values.
• Strong qualitative, quantitative, and analytical skills, demonstrated by ability to identify and use information and data to set goals and priorities, make decisions and measure performance, while considering competing priorities and other perspectives within and outside the organization.
• Creativity and resourcefulness demonstrated by ability to a) conceptualize and implement new policies, programs, and procedures; b) set priorities for self and others; and c) achieve maximum functioning with available resources.
• Ability to balance day-to-day operational issues and needs with corporate issues and needs.

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