The Director, Service Operations Continuous Improvement will be responsible for driving continuous improvement (including quality improvement and process improvement) for all central service operations teams at Oak Street Health. There are 5 distinct service ops teams, including a patient service contact center team, a pharmacy technician contact center team, a triage nurse contact center team, a referrals processing team, and a medical records request team.

• Drive continuous improvement and measurable improvements in quality and effectiveness by:
• Measuring quality/effectiveness in the right way: define the right quality metrics for each service ops team that consider each team’s unique goals and workflows. Also, working with the engagement analytics and business intelligence teams to set up regular reporting for these quality metrics
• Conducting regular quality audits to 1. Monitor and manage performance for quality/accuracy, and 2. To use results to identify opportunities for improving processes, workflows, technology, team organization, and overall team effectiveness
• Using other sources of information to surface continuous improvement opportunities: e.g. internal feedback through the issue resolution process, hypothesis-driven discovery of new technologies, techniques, processes, utilizing technologies like speech analytics…
• Conducting root cause analysis for select opportunities for process improvements to scope change initiatives, come up with a project plan, next steps, and recommended timeline/prioritization
• Prioritizing the pipeline of continuous improvement initiatives
• Leading/supporting the implementation of improvement initiatives (identified and prioritized above)
• Measure and report back to stakeholders on the impact of improvement initiatives and of overall quality and effectiveness
• Key enablers of success for this role include

• Manage a dynamic pipeline of prioritized improvement opportunities and allocate team resources/bandwidth effectively to the highest-impact opportunities
• Manage close stakeholder relationships with the operational leader of each service ops team, various corporate program leaders, and support functions (like training delivery, workforce management, analytics, etc…)
• Provide thought leadership on key enablers of step-function (not just incremental) operational improvements (e.g. what changes in technologies, team structures… etc would be game changers)
• Other duties as assigned

• 5+ years of shared services or healthcare operational leadership required
• Experience and/or with continuous improvement methodologies (e.g. Six Sigma and Lean)
• Strong understanding of and commitment to customer/patient service principles
• Previous experience leading/implementing multiple major improvement initiatives that led to significant and measurable outcomes
• Bachelor’s degree or years of equivalent operational leadership experience required
• Proven experience and ability to manage, develop, mentor, and empower a team
• Ability to collaborate across multiple teams and engage in multiple perspectives to work toward a common goal
• Strong analytical and problem-solving skills: demonstrated ability to synthesize quantitative data into easy-to-understand and actionable recommendations
• Ability to succeed in a fast-paced, ever-changing environment
• Outstanding written and verbal communication, interpersonal, and conflict resolution skills
• Self-starter with a high degree of drive, initiative, and follow-through
• Ability to develop, plan, and implement short and long-term goals
• Commitment to company vision
• A flexible and positive attitude
• High level of integrity
• U.S. work authorization.
• Travel – up to 20%
• US work authorization
• Someone who embodies being Oaky