Operations Manager, Behavioral Health

Description - External

Background: 

The healthcare industry faces many problems - affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.  

Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative "white space" opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.    

The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care.   

We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served. 

Position Summary: 

The Behavioral Health Operations Manager will be joining a new team within the Customer Solutions organization. We are innovating a hybrid in-person, digital behavioral health care model anchored on digital engagement, tracking and support. The Operations Manager will be a core member of this team as we build and scale this tech-enabled service. Core responsibilities:

·       Oversee operational aspects of the product.

·       Help define and own the operational metrics and OKRs

·       Work closely with the clinical team to help define protocols and operating model

·       Support delivery of both care and digital elements of the service

·       Manage internal and external (including potential vendor partner) relationships

·       Define operational requirements of the service

·       Identify problems and areas of opportunity to improve the product and troubleshoot issues

·       Coordinate day-to-day product operations.

This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers. This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers. 

The Operations Manager will report to the Behavioral Health Product Lead.

Jobs to Be Done:  

1.     Oversee operations to support smooth product development 

·       Recruit, engage, and train participating clinical stakeholders

·       Work and coordinate with external partners/vendors

·       Engage subject matter experts on the Agile team to scope and define operational processes that support the product roadmap  

·       Determine the staffing levels required for each product function 

·       Work closely with the product?s clinical care teams to build, monitor, and improve operational processes

·       Collaborate with the Portfolio Lead, Product Lead, and Product Manager to support the creation and execution of a comprehensive product vision, strategic product direction, and product roadmap 

·       Maintain a deep understanding of the problem space, competitors, and industry 

2.     Monitor and analyze performance to continually improve products 

·       Measure and report OKRs and other key product metrics

·       Actively identify and resolve issues and risks, communicating impact and recommended resolutions to leadership 

·       Troubleshoot and resolve issues associated with staff processes, technology, integrated applications, or product features that impact customer experience 

·       Monitor and analyze performance

·       Collaborate to assess the competitive environment 

·       Coordinate with Customer Analytics and Research Teams as necessary

3.     Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectives 

·       Collaborate with relevant clinical teams to support execution of the product strategy and product roadmap 

·       Collaborate with and direct the data and operations teams to support execution of the product strategy and roadmap 

·       Provide guidance to the development team, fostering a collaborative and high-performing work environment 

·       Set and support execution of operational epics, features and stories within the Agile sprint construct and communicate with leadership to ensure prioritization aligns with business objectives 

·       Support project management processes including stakeholder training and communication, risk management, status updates and project plans 

Success Factors: 

1.     Oversee successful product launch that address customer problems with a positive customer experience 

2.     Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization 

3.     Build strong collaborative relationships with clinical partners

4.     Ensure the product development is executed according to the product roadmap technical specifications 

5.     Troubleshoot and expedite issues as they arise 

LOCATION: Dallas

SCHEDULE: Full Time, Hybrid

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience

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About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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