Associate Director, Provider Operations and Capabilities - Preferred in CST or EST region

C&S Provider Satisfaction Measurement & Insights

• Lead the team who coordinates and manages the C&S Provider NPS (Net Promoter Score) program, which includes administering the C&S Physician and Practice Manager and HCBS surveys across 25+ C&S markets, publishing data, synthesizing insights, and leveraging insights to drive measurable improvements
• Drive process reform to reduce administrative burden, improve response rate, and document improvements

Capability and Technology Strategy and Reporting

• Lead and own the provider and ops strategic capability teams under the Provider and Ops Strategic C&S portfolios
• Create and implement capability and technology strategies, including capital request development and support, that improve C&S experiences so providers and health plans can focus on what matters to them most: providing exceptional care and support to our members and providers
• Leverage internal and external resources to understand and translate knowledge on provider and care manager feedback/opportunities into actionable recommendations
• Establish strategy and drive organizational transformation as the C&S thought leader and subject matter expert (SME) for C&S provider and ops strategic capabilities
• Identify opportunities for increased efficiency, automation and usability with supporting business cases
• Collaborate with Senior Director to ensure capability strategies align to health plan priorities, goals, and feedback on provider or operational pain points; collaborate with Senior Director on decision making

Capability Management and Delivery

• Manage Aha! requests from intake to assignment, including evaluating capacity, providing recommendations at intake, and supporting funding requests
• Build and prioritize road maps aligning capital spend, partnering teams, and deployment plans to ensure on-time, on-budget delivery of all assigned managed capabilities; proactively identify and mitigate risks, including backlog management
• Support Senior Director in consistently reinforcing defined cross matrix RACI accountabilities and established operating model for all assigned capabilities
• Create SOPs for standard capability delivery
• Conduct journey mapping and design; communicate actionable strategies and road maps addressing touchpoints across the provider and care management journey
• Measure outcomes and drive closed-loop processes to implement experience improvements in partnership with functional teams
• Drive weekly/monthly performance analysis, insights, and optimization priorities
• Partner with internal and external design, development, and technology partners to deliver optimizations, enhancements, and foundations within C&S business objectives and budget
• Develop and deliver assigned content for assigned portfolio capital operating model - including Product Management Counsels (PMC), OWS & forecasting, Capital Committees, Portfolio Health Reviews, and new funding requests
• Support Senior Director in annual capital planning tasks for assigned C&S Portfolios

Team Leadership

• Serve as the Subject Matter Expert (SME) for the provider and ops strategic capability teams. Provide training, capability SME support, peer coaching, and guidance to capability team colleagues

People Management

• Manage and develop a team that delivers capabilities and projects, while investing in broader team collaboration and culture. Develop strong cross-functional relationships to meet business goals