Chief Operating Officer

About the Role

Reporting to the President & Chief Executive Officer, the Chief Operating Officer (COO) provides the leadership, management, and vision necessary to ensure that MetroPlusHealth has the proper operational systems and controls, administrative and reporting procedures, and people systems to effectively operate the Plan while ensuring financial strength and operational efficiency.

The COO provides overall management and oversight for product lines of business, member services (including call center operations), facilities, and claims management. The COO is directly responsible for management of the Medicaid line of business and serves as a collaborator, interfacing and supporting ongoing relationships with H+H and other partners, representing MetroPlusHealth’s culture and values.

The broad and diverse span of responsibilities reporting to this position makes the COO accountable for achievement of key corporate goals and objectives, contributing significantly to fulfillment of the Plan’s mission and vision. As a member of the Executive Staff, this position provides leadership and vision for the Plan and direction to corporate-wide strategic and business planning, priority-setting, and decision-making.

Responsibilities

• Recognizes, adopts, and implements operational best practices and metrics to obtain desired strategic and tactical results.
• Provides day-to-day leadership, directing, aligning, and overseeing staff who manage and operate the organization’s core business processes affecting facilities and MetroPlusHealth staff, ensuring a desired organizational culture while fulfilling the mission and core values.
• Responsible for the effectiveness and measurement of internal and external operations processes and outcomes, ensuring timely reporting.
• Ensures the effective execution of operational implementations for major strategic priorities, clinical and/or operational transformation initiatives, overseeing the operating structure to ensure both efficient and cost-effective contributions at every stage of the healthcare management process.
• Implements new initiatives, resolving problems that cross multiple departments, reducing the impact of faulty processes, workflows, and automation that could negatively impact providers and members.
• Collaborates internally and externally to establish direction and enhance alliances to accomplish strategic results.
• Ensures the highest level of member experience through call center oversight and development, implementation, and measured success of policies, programs, and practices in the organization.
• Ensures effective, efficient, accurate, and timely claims processing.
• Collaborates with the Executive team to develop and implement plans for the operational infrastructure of systems, processes, and personnel which accommodate the aggressive growth objectives of MetroPlusHealth.
• Responsible for facility operations.
• Serves as a member of the Executive Staff, sharing responsibility for and contributing to policy formation, strategic direction, high-level priority setting and decision-making, and overall leadership of the organization. Provides information, support, and advice to the governing Board of Directors, as requested.
• Mentors, coaches, and motivates others while inspiring them to develop the skills and knowledge to succeed.
• Fosters and upholds a success-oriented, accountable, customer-focused environment within MetroPlusHealth.
• Performs other tasks as necessary, including representing MetroPlusHealth on appropriate local, state, and national trade groups, governmental and industry workgroups and committees, and similar external venues.

Requirements

• Bachelor’s degree from an accredited college or university in an appropriate discipline required.
• Master’s degree in business, healthcare, or public administration is strongly preferred.
• Minimum 10 years of senior/executive level experience in the healthcare field.
• Minimum 5+ years at a VP/SVP/EVP level or higher in a Managed Care Organization in an operational role required.
• Experience managing teams in excess of 50 team members.
• Experience and knowledge related to customer experience and service.
• Thorough knowledge of management principles and practices, including process and quality improvement methods.
• Broad and deep knowledge of managed care operations, the interconnectivity of diverse and complex functions, managed care information systems, and related technologies.
• Demonstrated knowledge and experience overseeing a diverse array of managed care product lines of business, managed care claims processing, and call center operations.
• Experience and knowledge in the use of Project Management tools to improve and expand the offerings and services provided by MetroPlusHealth.
• Strong background in IT and finance a plus.

Qualifications

• Certification in process improvement methodologies strongly preferred.
• Comprehensive understanding of the principles and practices of managing information systems and services, and a thorough understanding of how operating areas and information services work together to improve current and future results.
• Strong qualitative, quantitative, and analytical skills, demonstrated by the ability to identify and use information and data to set goals and priorities, make decisions, and measure performance, while considering competing priorities and other perspectives within and outside the organization.
• Excellent writing and verbal communications skills, characterized by the ability to clearly articulate complex concepts.
• Creativity and resourcefulness demonstrated by the ability to a) conceptualize and implement new policies, programs, and procedures; b) set priorities for self and others; and c) achieve maximum functioning with available resources.
• Ability to balance day-to-day operational issues and needs with corporate issues and needs.
• Good judgment in a) seeking and using information to support decision-making; b) anticipating the consequences of decisions and actions; c) communicating information; d) interacting constructively with others both within and outside the organization; e) maintaining confidentiality, as appropriate; and f) choosing actions that are beneficial to, and consistent with, the mission, goals, culture, and style of the organization.
• Ability to take initiative, think independently, and contribute constructively to strategic planning, priority setting, and decision-making.
• Must demonstrate a high degree of integrity, trustworthiness, respect for others, and ability to deal appropriately with confidential and sensitive information.
• Must demonstrate understanding and acceptance of the MetroPlusHealth mission, vision, and values.