Director of Care Operations

At Diverge Health we are a team of entrepreneurs passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, providing independent practices access to specialized resources and clinical programs to address medical, social and behavioral patient needs. Our care ecosystem is equipped with enhanced technology and data interfaces to enable provider and patient success in a value-based environment. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives.

We are seeking a Director of Care Operations to join our team in Cleveland, Ohio! As a pivotal part of our Market Operations team, you’ll be responsible for monitoring the performance of the Care Teams and providing feedback to improve the design of clinical operations to the corporate team. Experienced in managing large you will be comfortable working amid an ambiguous environment while creating the structure to maximize the efficiency of teams. Reporting to the Market President, this is an opportunity for someone who is excited by leading and passionate about solving tough problems with high impact.

What You’ll Do

As the Director of Care Operations, you will be accountable for the outputs of local care teams. You will need to demonstrate a high curiosity for the Diverge Model of Care and ways of working with provider partners through upfront engagement in health coach training, staying connected to patient and frontline experience through direct observation including home visits, and serving as a credible leader who understands the model and its execution within the teams.

Key Areas You’ll Add Value

• Manage and monitor the performance of local Care Teams, encompassing; Health Coaches, Health Coach Managers, Nurse Practitioners, and Social Workers
• Work with Managers to prepare for performance reviews set regularly
• Convey clarity for teams regarding what to expect from the company.
• Motivate a purpose-driven culture that understands and is driven by delivering an exceptional experience for each patient.
• Regularly monitor and analyze trends in operational metrics, proactively support teams and individuals who are not on track with productivity targets by assessing root causes and supporting teams/individuals in achieving improvements.
• Identifies opportunities for improvement to the end-to-end spectrum of drivers of patient volume throughput through monitoring care delivery activities, assessing feedback from teams, and monitoring data.
• Provides areas for improvement to the model of care and technology platforms that are clearly communicated through feedback channels to Population Health and Clinical Operations
• Consult and collaborate with Medical Director to assist with management of clinical employees
• Utilize and interpret operational dashboards to present information to various audiences
• Mitigate day-to-day issues amongst Care Team, provide day-to-day management of Care Team
  
  

What You’ll Bring

• 5-7 years’ experience managing a large team
• Experience managing a team containing members with several different specialized roles and levels
• Strong familiarity with value-based care and population health.
• Experience in operations of primary care service delivery
• Ability to interpret data using simple statistics, and basic operational dashboards and data visualizations using tools like Excel and ArcGIS (no coding required)
• Ability to synthesize and present operational information to various audiences, from direct reports to senior executives
• Ability to proactively support teams and individuals who are not on track with productivity targets by assessing root causes and supporting those individuals in achieving improvements
  
  

Preferred Experience

• Chronic condition management experience
• Healthcloud or Salesforce experience
  
  

Personal Characteristics

• Detail-oriented, ownership of what their team is doing, and maintains a high level of quality control of the team's output
• High Integrity, leads with transparency, makes calls with a focus on doing what is right by patients
• Ability to motivate a purpose-driven culture driven by delivering an exceptional experience for each patient and continued advancing in individual skill.
• Experience being held accountable for outputs from a large team
  
  

Our Investors

Diverge Health is funded by GV and incubated by Triple Aim Partners, which since 2019 has partnered with entrepreneurs to co-found and launch eight companies focused on improving the quality, experience and total cost of healthcare.

At Diverge Health we believe that a diverse set of backgrounds and experiences enrich our teams and enable us to realize our mission. If you do not have experience in all areas detailed above, we encourage you to share your unique background with us and how it might be additive to our team.

Special Considerations

Diverge Health is dedicated to the principles of Diversity, Equity and Inclusion and Equal Employment Opportunities for all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by the federal, state or local laws. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.