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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.
What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.
If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.
SCOPE OF ROLE
Bright HealthCare’s Markets team is responsible for developing and managing long-term strategy, ongoing relationships, and contractual performance across our Care Partners and top network providers.
The Director, National Market Operations will be a highly visible role within Bright Health Care, interfacing with both internal and external stakeholders. The Director will serve as a leader and trusted advisor responsible for facilitating operational improvements across all markets. This individual will report on in-market operational performance and drive accountability to service plans, in addition to partnering closely with IT and data operations to inform priorities for National Market Success. The Director, National Market Operations must be able to demonstrate situational agility, forecast trends and anticipate potential operational issues or roadblocks, and train and lead teams in new directions to support sustainable growth.
The Market Success team supports problem solving and solutioning across local markets to ensure shared learnings across all our markets, collaborating closely with other Bright Health teams to ensure efficient and effective issue resolution. The National Market Operations pillar of the Market Success Management Office works to ensure efficient execution on in-market strategies, cross-functional workflows, effective initiative execution, and timely issue resolution. The role will contribute to development and optimization of market-level operational and program reporting, enterprise processes and multi-team workflows, and tools. This position will interface primarily with internal Bright Health teams to achieve Market Success, Market Management team, and Bright HealthCare goals.
Successful candidates will have a proven track record of succeeding in fast-paced and complex client-service settings. You anticipate what might go wrong and work with management to proactively optimize solutions that consider needs of multiple stakeholders. You consistently listen before acting; lead with accountability; and engage with an attention to detail. Your colleagues and clients recognize you for engaging with empathy and collaborating with influence to achieve measurable results.
Accountable for developing, coordinating, and delivering processes and workflows aiding in service delivery across a matrixed operational model supporting many customers both internal and external to Bright.
Evaluate data to identify trend and conduct root cause analysis; develop improvement plans, organize cross-functional teams and develop high-quality output for internal and external constituents to address identified issues.
Guide development of operational and process tracking metrics and dashboards for monitoring performance and intervening as needed on outliers or opportunity areas. Understand and articulate key performance metrics to Market Management and Care Partner stakeholders.
Serve as the business counterpart to Operations and Care Partner engagement teams by monitoring and reporting on market-level SLAs and partnering with Provider Data leadership on escalation prioritization/remediation planning.
Drive strategic collaboration with internal and external partners to ensure data requirements of both new and live Care Partners are met (includes medical and Rx claims data, EMR data/access); manage change and/or remediation to drive successful fulfillment of operationally dependent deliverables.
Plan, prioritize, direct, and coordinate all projects and assignments of Market Operations team and cross-functional project counterparts, ensuring all scheduled timelines are met within assigned region.
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
· 7+ years of relevant data and operational experience
· 7+ years of leading and managing people
· 5+ years of health care industry experience
· Planning, managing, and implementing large-scale, strategic technology imperatives that positively impact care partners
· Bachelor's degree in business or related field
· Strong communication, time management and organization skills
· Strong bias toward action, and always operate with a high degree of urgency
· Demonstrated ability to manage multiple simultaneous high-priority projects
· Self-motivated and results driven
· Exceptional collaborator that works well cross-functionally and with many competing priorities
· A love for team-based work in a high, complex, and intense environment that works with majority of remote employees
· A ‘question the status quo’ and entrepreneurial mindset; a love for learning and natural curiosity
· Exceptionally strong personal initiative, good business instincts, and comfort with ambiguity
· High level attention to detail, seeing data and document errors often missed by others
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.