Managing Director, Shared Services

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

** This is a role strongly preferred to be in-office, 4 days per week at our headquarters.*
* The Managing Director, Shared Services will set the strategic direction for the growing shared services platform at Chen Med, including but not limited to all components of the Member Solution Center (MSC) & Clinical Triage and Resolution service lines.

This role is responsible for overseeing successful design, piloting, and scaled implementation of the MSC, CTR, and other shared services over time, including delivering positive strategic & economic outcomes to the business that also meet all regulatory rules and guidelines.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

The successful Operations leader designs strategic direction and leads scale-out and shared services optimization programs across various business lines, in addition:

• Is responsible for overseeing all components of talent lifecycle leveraging COE partnership and through leaders in shared services departments, as they evolve.

• Builds a culture of engagement at all levels within business functions and other shared services departments, quickly addresses any concerns surfaced.

• Identifies need for, and oversees design and implementation of, systems & scalable processes to drive quality results and ensure efficiency at scale.

• Leads operational excellence by ensuring shared services operate efficiently, delivers high-quality services that meet organizational needs.

• Drives the decisioning on required technology & analytics tools, working with other COE leaders and partners, including contact center software required and any additional modifications required to in-house systems and tools.

• Fosters strong stakeholder management by communicating with stakeholders, understanding their needs, and ensures requirements are met.

• Change Management:
  Leading transformation initiatives, including the implementation of new systems, processes, or service delivery models.

• Continuous Improvement:
  Regularly reviewing and optimizing processes, leveraging best practices and technology to improve efficiency and service quality.

• Risk Management:
  
  Identifying potential risks in service delivery and implementing controls or mitigations to prevent issues.

• Performance Metrics:
  Developing and tracking KPIs (Key Performance Indicators) and SLAs to measure the performance and value delivered by the shared services center, and then delivering against those SLAs.

• Orchestrates and leads coordination with other matrixed COEs (including but not limited to Finance, Talent, Digital, Analytics) to evolve the support model of shared services.

• Fully accountable for all economic and other results from implementation of shared service model:

• Responsibility for delivering on-budget and ensuring cost efficiencies when delivering services.

• Quantifying and providing the positive economic impacts & other strategic benefits

• Accountable for scoping, contracting, and executing high-value vendor partnerships.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Highly developed business and financial acumen

• Exceptional communication and influencing skills cross functionally with internal and external stakeholders

• Excellent relationships with clinical and business leadership primary care physicians, center-based care teams, corporate teams, and other staff

• Excellent problem-solving skills required, including creativity, resourcefulness, timeliness, and technical knowledge related to analyzing and resolving medical/administrative problems

• Strong leadership capacity to lead a team – focusing not only on driving results and execution, but also creating the structure, system, processes, and roles for the team to have clear responsibilities, measurable goals, and consistent accountability to be successful

• Ability to…