Job Summary: The Market Launch and Support Manager will serve as a key leader of the Market Launch and Support Champions, colleagues assigned to clinical markets but reporting centrally through the Market Enablement division. The Market Launch and Support Champions are responsible for initial training of operational roles for opening centers, as well as providing ongoing subject-matter expertise in open centers. The leader of this team will also consistently collaborate with cross-functional leaders to create a cohesive, aligned team supporting operations efficiency and effectiveness. The Market Launch and Support Manager will play a significant role in aligning team members to the key needs of the markets, responding to changes with nimbleness and flexibility. This leader will also support the growth of direct reports to onboard into their role quickly and effectively train colleagues new to the organization.
Duties/Responsibilities:- Recruit, grow, and retain a team of passionate, member-focused professionals driving education, optimization, and adoption of eCW and applications to maximize operational efficiency and effectiveness on a national scale.
- Develop and promote a highly collaborative, highly empowered, self-directed team culture.
- Establish and execute a strategy for increasing versatility of all team members.
- Identify opportunities to build community across the department and operational areas, develop the guidelines needed for success, and lead organizational change to extend the influence of the team.
- Deliver the highest value sustainable education and workflow optimization and solutions across ArchWell Health driving adoption of applications and platforms, improving ease of use, and enabling colleagues to deliver exceptional healthcare.
- Serve as a subject matter expert for assigned area, team, programs, and products.
- Independently develop and maintain trusted advisor relationships with business, clinical, and operations leaders at the senior leadership level and with external partners, that include guidance for optimizing use of capabilities and deliverables, and prioritization based on organizational vision and operational priorities.
- Ensure creation, development, coordination of and adherence to standard processes and, procedures and/or documentation of systems and services.
- Support and encourage an environment of innovation and learning to ensure our team members grow their skills, remain current with relevant technologies, and maintain awareness of industry best practices.
- Lead the development and delivery of training relevant to the areas and teams you serve.
- Lead the team and model service behaviors and service standards. Ensure that service expectations are understood by the team. Promote and strengthen employee engagement and process improvement initiatives to assure service standards are met.
- Lead the culture of safety, respect, customer service, and continuous improvement across Market Enablement and the organization.
- Consistently demonstrate a high level of personal accountability and lead by example in following values, policies and procedures.
- Consistently perform all leader standard work expected for Market Enablement managers.
- Serve as an effective financial steward, managing assigned budget, vendors, partners, and managed services.
- Be a role model for successful cross-functional team leadership and leading without direct authority.
Required Skills/Abilities:- Demonstrated success managing, leading, teaching and mentoring team members from a variety of professional backgrounds.
- Demonstrated success delivering education that supports adult learning needs and/or optimizes use of EMR for medium to large-scale solutions.
- Previous success influencing and supporting operational partners with organizational change management.
- Demonstrated success leading the improvement of platforms, standards, and processes resulting in increased operational excellence, elimination of waste, and reduced technical debt.
- Demonstrated success forming and sustaining collaborative, trusted-advisor relationships with stakeholders and department colleagues.
- Demonstrated success balancing the delivery of projects and recurring operations, including some experience with product delivery.
- Demonstrated success managing budget initiatives or programs including internal resources, vendors, partners, and/or managed services.
- Advanced communication and critical thinking skills.
Education and Experience:- Bachelor's degree in Healthcare, Health Administration, Education, Nursing Informatics, Business, Information Technology, or related field preferred; previous healthcare operations experience in a human healthcare delivery system will be considered in lieu of education.
- Three to five years progressive experience in informatics, education, training, and user support for software applications required.
- Healthcare subject matter expertise including three to five years' experience in a health system, academic medical center, or health payer organization required.
- Minimum two years progressive leadership experience in healthcare operations, healthcare IT, or healthcare training.
- Vendor certifications as relevant for the position (eCW, Epic, Other) preferred.
- Embodies and serves as a role model of ArchWell Health’s Values:
- Be compassionate.
- Strive for excellence.
- Earn trust.
- Show respect.
- Stay resilient.
- Always do the right thing.
About ArchWell Health: At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life. Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.
ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.
#J-18808-Ljbffr
