Director of Pod Operations

Operations Columbus, Ohio


Description

Director of Operations

At Quantum Health, we carry the privilege & responsibility of navigating our members through the unchosen healthcare journey.  We execute on our mission through cross-functional, specialized teams, known as pods.  Each team includes approximately 30 team members, inclusive of management, member services & clinical roles.  They are matrixed, multi-disciplinary communities that work collaboratively to lead members through the complex healthcare experience.

The Director of Pod Operations is responsible for ensuring the delivery of the Quantum Health member experience, through effective, servant leadership and development of their Pod Management team across multiple pods. 

Key Responsibilities

Talent Development and Retention

  • In support of our continued success and rapid organizational growth, the Director of Operations will spend roughly 30% of his/her time focused on Pod Manager talent development.
  • Talent development responsibilities include leading & developing Pod Managers in support of pod performance and defined leadership competencies, as well as talent identification and succession planning.
  • Support and model community like-culture within the team; foster effective front-line relationships through talking with new hire classes, leading ‘pod talks’ in a town hall format, etc.

 

Business Operations

  • Approximately 30% of time
  • KPIs for success include member experience, internal team culture (as measured by employee experience), operational effectiveness, pod productivity and client value creation through delivery of our care coordination model.
  • Strategic insight development, planning & execution in support of KPIs across pods, and the broader operation.
  • Identify opportunities for innovation in support of our internal culture of continuous improvement.
  • Protect our business model through support of Compliance, HIPAA and other Quality Assurance measures.

 

Cross-functional Execution

  • Approximately 25% of time
  • With Pod Operations at the center of Quantum Health’s business model, the Director of Operations will collaborate heavily with other areas of the organization (including IT, Business Intelligence & Product Development) regarding our core services, and how to effectively move the business forward.
  • Partner weekly with peer leaders in Training, Quality, Workforce Management and Clinical Leadership in support of successful operational execution.
  • Work closely with HR & Talent/Recruiting partners on evolving needs in support of pod operations, and the broader talent strategy.

 

Client Engagement

  • Approximately 15% of time
  • Cultivate client relationships through participation in on-site visits, partnership with Client Engagement Group and direct support of client needs through escalation resolution & strategic pod insights.
  • Support prospective client visits on-site by sharing/presenting our operational model and execution strategy.

 

Skills & Qualifications

  • 10+ years’ experience in people leadership and business operations, with a minimum 3 years’ experience leading multi-unit operations.
  • Culture champion. Creates a “best place to work” and an environment of accountability within the team.
  • Confidence leading in a fast-growth, rapid change environment; enabler of growth for the organization.
  • Curious, solutions-oriented servant leader, comfortable working in and achieving results in a matrixed work environment.
  • Proven success at identifying and selecting talent, and a passion for people development & coaching.
  • Bachelor’s degree required.