Director of Operations Excellence
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AI Summary
Lead the design and continuous improvement of non-clinical operations processes within the utilization management business unit. Focus on optimizing case intake, workflow efficiency, and leveraging data-driven decision-making to improve client outcomes.
About OncoHealth
OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types.
About the Role
The Director of Operations Excellence will lead the design, development and continuous improvement of non-clinical operations processes within our utilization management business unit. This role will be responsible for optimizing the efficiency and accuracy of case intake, non-clinical review and case processing, call center management and internal handoffs needed for case review and communication of determination statuses. By harnessing business intelligence and data driven decision making, this role will improve process efficiency and work allocation while ensuring superior client outcomes.
Primary Responsibilities
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Operational Workflow Design and Optimization
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Lead cross-functional teams to map, design and refine non-clinical workflows including core processes like intake, triage, and clinical and administrative handoffs
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Identify bottlenecks, risks and inefficiencies with current processes and propose scalable solutions
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Identify client level process variance and determine levels of risk and areas where standardization may be needed
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In partnership with the VP of Client Success and the COO, build an operational roadmap for maturation across teams and performance metrics
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Continuous Improvement of Role Design and Work Allocation
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Assist with establishment of dedicated inbound call center team for case intake efficiency and improved SLA adherence
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Assess opportunities for simplification of non-clinical operations roles with the goals of improving work accuracy and speeding onboarding for new hires by limited job scope
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Cross Functional Stakeholder Engagement
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Work closely with client success to ensure client satisfaction and alignment with any operational changes that may be client visible
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Work closely with product and engineering teams to ensure technical support for process changes as required
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Work closely with compliance team to ensure strict support of all applicable metrics
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Work closely with Data & Analytics teams to design reports and create data transparency needed to support and assess operational maturation
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Work closely with project managers to support the execution of transformational initiatives impacting the operations team
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Leverage Technology for Automation
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Support the deployment of AI technologies to improve case intake efficiency
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Process Documentation & Standardization
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Review existing SOPs and identify risks/gaps
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Create simplified references for front line operators to quickly confirm key compliance questions or client level standards
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Change Management and Operations Team Training
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Apply change management methodologies to assess the depth and breadth of impact for key operational changes
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Create training plans and communications strategies to get input, buy-in and awareness from impacted teams
About You
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Bachelor’s degree required. MBA or MHA preferred.
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Certification: Six sigma certification preferred. PROSCI or other change management certification preferred.
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Typical years of experience are 10 years’ relevant experience. 8+ years of progressive experience in a healthcare operations role.
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Deep knowledge of healthcare operations with utilization management experience strongly preferred.
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Proficiency in process mapping, LEAN or Six Sigma methodologies.
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Strong data analysis and analytics skills, including proficiency with BI tools and operational dashboards.
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Excellent communications with stakeholders across all teams and org levels.
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Systems/Tools: Microsoft Office.
About the Location
OncoHealth is committed to remote, hybrid or in office work options. The majority of the team will be remote or in hybrid work arrangements with offices in Atlanta, GA and Guaynabo, PR. We are open to employees nationwide but work primarily in the Eastern and Central Time Zones.
Our Culture
Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success. Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation – all with a focused mission of putting patients first!
We offer a full benefit package on your first day, along with a company bonus. You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social activities and community events matter. We enjoy being together!
OncoHealth is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on qualifications, merit, and business need.
The Opportunity
The cost of cancer related medical services and prescription drugs in the United States is expected to reach $246 billion by 2030. OncoHealth has enjoyed rapid growth over the past 3 years and seeks smart, collaborative people to join its team. We have just under 250 team members, so we can move swiftly but precisely to the market needs of our customers. Strongly backed financially by Arsenal Capital Partners & McKesson Corporation, we remain in an investment and growth mode. This means we are open-minded to how we get the work done – now is the perfect time to talk to us!
Our Current Solutions
Through the use of OncoHealth's utilization management system, OneUM, our customers can use a single e-Prior Authorization portal for all oncology drug request and treatments. Our system improves quality of care, reduces provider abrasion and gives health plans visibility into the total cost of oncology treatment.
OncoHealth offers Oncology Insights Pro, an analytic software solution that enables health plans to use data and analytics to improve oncology programs. Using real world data, our engineers normalize data to create analytic dashboards with drill down compatibilities. The data is the paired with expert guidance providing the strategies an insight needed to keep up with the continuing evolving cancer treatment landscape.
OncoHealth offers Pharmacy Consulting services to health plans and pharmaceutical companies. New cancer treatments are entering the market at an unrelenting pace. Since 2018, the FDA approved 121 new cancer applications including 49 novel cancer drug entities. Our Board-Certified Oncology Pharmacologists can help health plans update drug policies, offer utilization management and formulary advice, and development training for staff.
OncoHealth's latest offering is Iris, a digital telehealth platform that delivers personalized, oncology-specific support to navigate the physical symptoms and emotional challenges caused by cancer and cancer treatment. Powered by technology, staffed 24X7, and delivered with empathy, Iris allows patients to connect with trained oncology experts and receive personalized, oncology-specific telehealth support.
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