Manager of Market Operations

About the role:

Accompany Health Managers of Market Operations serves a critical role in our Integrated Care Teams, which also include Physicians, Advanced Practice clinicians, Community Health Workers, Patient Experience Navigators, RNs, Social Workers, Behavioral Health Clinicians, Psychiatrists, and Pharmacists. Together this team is responsible for providing and coordinating care for an intimate panel of patients in their homes, community, and virtually.

As a Manager of Market Operations, you will directly supervise a multi-disciplinary care team who are responsible for building trusting longitudinal relationships with their patients, engaging in health coaching to support behavior change to achieve patient goals, providing psychosocial support, and navigating to social determinants of health resources.

You will also serve as the “glue” for our Integrated Care Teams; together with the physicians and advanced practice clinicians on their teams, you will ensure that our patients have an appropriate holistic care plan that is tailored to their medical, behavioral, and social needs and drive coordination of all team members in achieving these goals.

You will also partner closely with our Medical Director to help our teams achieve the highest standards of patient care and experience. Together you will lead daily clinical operations of your care teams, handle team schedules, and implement operational changes.

Responsibilities will include:

• Hire, train, and supervise the care team as assigned, including:

• Community Health Workers, including, ensuring appropriate patient goal creation and progress, resolving problems or barriers, and ensuring timely and appropriate documentation.

• Patient Experience Navigators, whose main responsibilities include scheduling follow-up, urgent, and same-day visits with patients, assisting patients with their referrals, DME, labs, etc., closing orders, and other initiatives in support of operational and clinical outcomes

• Logistics Coordinator(s), whose main responsibilities include schedule management and hygiene, field logistics coordination between the care team and patients, and special projects related to field operations

• Managing your broader care team, including team-building activities, peer support, coverage schedules, and problem-solving to address their needs.

• Leading multidisciplinary case conferences in conjunction with provider leaders on the team. This will include gathering appropriate multidisciplinary input and ensuring appropriate documentation and follow-through on the care plan across Integrated Care Team members.

• Supporting the Integrated Care Team’s ongoing professional learning, training, and clinical development, in partnership with our People team.

• Partnering with other market leaders and disciplines to support our integrated practice, including helping to develop programming and new initiatives to drive improved patient care, engagement, and experience.

• Manage the timely posting of accurate care team member schedules

• Conduct regular audits, 1:1s, or shadowing of tasks to ensure team members are adhering to processes and identify areas where additional training is needed

• Utilize reports to track progress toward market and team OKRs; identify and diagnose areas for improvement

• Lead the communication and implementation of new processes with your teams

• Other duties as assigned

What makes you a fit for the team:

• Ability to navigate change and manage multiple priorities in an entrepreneurial startup culture with rapid growth and learning
• Passionate about caring for complex, historically underserved patients with co-occurring chronic and behavioral health conditions in an integrated, multi-disciplinary model anchored in home-based and tech-enabled virtual care.
• Excellent communicator able to motivate and lead multidisciplinary teams towards common goals.
• Passion for coaching and mentoring and developing others. You love the thrills and challenges that come with people management and are eager to spend the majority of your time on this.
• Ability to maintain composure under challenging circumstances while guiding others to smart, effective solutions.
• Aware of their leadership skills and potential for impact and eager to share those with a fast growing, energetic team at the leading edge of healthcare innovation.
• Ability to interpret and harness performance metrics and data to drive decision-making and people management

Desired skills and experience:

• Required

• Bachelor’s or Master’s degree in a related field

• 5+ years of experience in a supervisory role building high-performing, patient-centric teams

• 5+ years of experience in a clinical setting

• Ability to work flexible hours as needed

• Proficient computer skills to learn and use our software systems

• Experience working within a multidisciplinary team including clinical and non clinical team members

• 2 years of experience managing performance metrics or KPIs

• Demonstrated flexibility with tailored support centered around patient’s priorities, evolving needs, and goals

• Excellent cultural sensitivity and comfort with diverse race/ethnicities

• Valid unrestricted driver's license and access to an insured vehicle for daily use

• Preferred

• Master’s in Public Health or health related field

• Bilingual/fluency in other languages commonly spoken by people in the community we serve

• Experience with Google Suite and/or other tech platforms; additional experience with an electronic health record preferred

• Experience managing community health workers, patient navigators, care managers, or social workers

• Experience in value-based care

• Experience as an active participant in continuous quality improvement projects

• Experience with engaging individuals with untreated and/or symptomatic chronic mental illness and addiction

• Familiarity working with individuals experiencing homelessness, and in-depth knowledge of homeless services in the community

• Familiarity working with individuals at end-of-life, including hospice and palliative care services

• Understanding of social work ethics and values with dedication to applying social justice principles to health care setting