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Job Title: Senior Operations Manager – Mount Sinai Health Partners

Background

Mount Sinai is one of the largest U.S. health systems with a strong reputation for quality of care (17th ranked US academic medical center) and innovative research/education (17th ranked US medical school, >$400M annually in NIH-funded research). This reputation is important but it’s not enough. At Mount Sinai, we have a responsibility to make healthcare better, optimizing its value for patients, purchasers, and communities.

The health care industry has a number of problems. Chief among them is affordability as federal and state governments are unable to keep Medicare & Medicaid solvent, employers are stretched to pay for health benefits for their employees, and those employees struggle to afford increasing paycheck deductions and deductibles. In addition, the industry has historically set a low bar for customer service, earning some of the lowest satisfaction scores of any industry, eroding trust from stakeholders. In recent years, employers and labor unions have begun to solve these problems by contracting directly with vendors and select providers to optimize value.

Mount Sinai Solutions was created to collaborate directly with the purchaser to solve these problems. We have assembled Mount Sinai's clinical and population health assets into product offerings of high-quality care that are affordable and distinguish themselves via exceptional service. Our offerings include next-generation primary care at or near the workplace (“Health Centers”), centers of excellence for specialty care, and high-performance network (HPN) based health benefit plans, in partnership with health plans. Our team markets & sells these products directly to the purchaser – i.e., consumers, large employers, labor unions. We are looking for people to join our team who are passionate about solving these problems by developing a true system of care that can deliver market-leading value.

Job Summary:

There is a $250 million and growing addressable market opportunity in New York City metro from large employers and labor unions that contract directly with high-value providers for “true primary care” that includes navigation, immediate care, preventive care, and tech-enabled programs to improve health or manage chronic illness. Almost 60% of large employers have purchased some form of primary care directly from providers and many labor unions (that make up 20% of the NYC commercial market) have followed suit. Competition for these direct contracts is intense from health systems (e.g. Northwell, NYU) and well-capitalized vendors (e.g. Premise Health, OneMedical).

Mount Sinai entered this direct primary care space in 2016 with the launch of our first health center in Atlantic City, dedicated to serving 15,000 casino workers who are members of a local union (Unite Here). Since then, we have grown the Health Center line-of-business significantly – highlights: 15 customers, 55,000 eligible members, >$20 million in annual revenue, 5 cities, multiple additions to our product portfolio. Our customers have enjoyed market-leading value, saving millions while improving health care outcomes and service (90+ member NPS). This initial phase of deployment has established a reputation as a market-leader in this space. We have now launched Mount Sinai Solutions to accelerate our pursuit of opportunities from Health Centers and other direct contracting.

The Senior Manager, Health Center Operations will work with the Lead and be accountable to help navigate the Health Center operations team to deliver the scope and quality of service committed to Health Centers (HC) customers in each contract. Working collaboratively with the Health Center Practice Managers, the Senior Manager will assist with assembling Mount Sinai’s assets to achieve this goal. This includes joint day-to-day oversight of a team (currently 47 FTE & growing) dedicated to the HC line of business. In addition, the Manager will collaborate with 10s of other leaders throughout the Mount Sinai Solutions business as well as leadership from across the Mount Sinai Health System and health system partners in other cities.

Essential Duties and Responsibilities

Make Great First Impression with Prospects & Customers – The Senior Manager will support the Commercialization team’s efforts to develop market-leading products, achieve sales goals & implement new contracts – highlights:

• Contribute operations feedback (continuous) to Lead of Health Center Operations
• Participate in product development process bringing ops SME to the design of new products and features
• Assist with hiring, credentialing & training of new staff that can balance delivery of great health care with great service
• Collaborate with implementation team to ensure effective first impression with customers and members

Deliver Outcomes That Exceed Customer Expectations – The Senior Manager will direct in concert with the Lead a 47 FTE (& growing) operations team dedicated to HC that, with provider partners, delivers the outcomes committed in customer contracts – highlights:

• Support delivery of high-quality care, partnering with the health centers
• Ensure exceptional service (80+ NPS) at each of our health centers
• Collaborate to establish trusted relationship with on-site customer contacts
• Proactively build relationships with members most in need of our services (those at greatest health risk)
• Continuously review KPIs to achieve customer/MSHS goals for financial / care quality / service
• Analyzes internal processes and plans or implements procedural and policy changes to improve operations

Leadership – The Senior Manager will work with a 47+ FTE team that is dedicated to HC plus 10s of collaborators from the leadership of Mount Sinai Solutions, MSHS and provider partners to achieve our goals – highlights:

• Attract the best talent into open roles, engaging them before we have open roles
• Align the team to monitor performance & course correct to beat customer SLA’s
• Recognize strong performance from individual staff via annual bonus & promotion opportunities
• Work with the Lead towards the completion of annual budget and subsequent monitoring of the financial status of the HCs
• Collaborate with Revenue Cycle, Finance and Clinical Operations leads

Requirements

Education

• Bachelor’s Degree required; MBA preferred

Professional Experience

• Minimum of 5 years of experience in healthcare operations
• Experience in overseeing health care operations to deliver contracted outcomes
• Experience leading a consumer-facing service operation to improve service (measured via NPS)

Other Qualities

• Highly organized, structured, and detail-oriented in approach to leading teams and stakeholders
• Innovative thinker who can develop solutions where there are few precedents; comfortable with ambiguity
• Exceptional people leader who knows how to get the best out of individuals and teams

Resilient approach that doesn’t dwell on setbacks, finding creative solutions to obstacles

Who We Are

Over 42,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.

Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospitals, including Mount Sinai Beth Israel, Mount Sinai Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.

The Mount Sinai Health System (MSHS) provides equal employment opportunity to all its employees and applicants for employment without unlawful discrimination on the basis of their actual or perceived race, creed, color, religion, national origin, sex, gender, gender expression, gender identity, age, disability, marital or parental status, sexual orientation, veteran, immigration, citizenship, or other protected status.

EOE including Veterans and Disabled

Compensation

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $103,000.00 - $157,492.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.