Senior Manager, Commercialization (Specialty Care)

Mount Sinai is one of the largest non-profit health systems in the U.S., with a strong reputation and Top 20 national ranking for both care quality and research/education. Our health system has ~40,000 employees working together to provide care for millions of patients each year.  

Mount Sinai Solutions (MSS) is a unique business unit within Mount Sinai dedicated to serving Commercially-insured patients, whether through direct contracting with employers and unions, or via partnerships with companies that serve them. We currently serve over 450,000 patients in the New York area, via 35+ customers and 10+ partners, offering a wide range of products ranging from virtual navigation services to worksite health centers.  
 
We are looking for talented professionals that are passionate about developing a true system of care that can create market-leading value for our customers, members, and patients and:    

•    Are comfortable “playing up” and “playing down” as needed to accomplish business objectives  
•    Work productively amidst ambiguity 
•    Thrive in fast-paced work environments 
•    Seek to improve the status quo   

Mount Sinai is hiring a Senior Manager to lead the operations of our Centers of Excellence programs, delivering a customer and member experience that is highly efficient, effective, and best-in-class. The Senior Manager will manage a team of navigators, care guides and Clinical Manager (often with social work or clinical background) responsible for delivering clinical and non-clinical navigation services and measuring and managing team performance. The Senior Manager is a highly impactful role with significant opportunities to shape a start-up operation, create a positive team culture, and meaningfully impact members’ experiences in their highly personal healthcare journeys.

The ideal candidate is experienced at creating delightful experiences with consumers, while managing them for optimal efficiency.  The candidate should have experience with product management or product operations. He/she is comfortable working cross-functionally across different areas of an organization, as well as with external partners to deliver outcomes.  

 

OPERATIONAL EXCELLENCE 

• Oversee daily COE programs operations to ensure seamless execution and compliance with customer or partner obligations 
• Develop and delegate standard operating procedures based on program needs; delivering an excellent member experience 
• Monitor member participation including confirming eligibility status and appropriateness for enrollment 
• Identify, investigate and resolve issues and seek out best practices to implement for continuous improvement
• Own iterative monitoring systems and dashboards for utilization, engagement, and quality to drive performance against targets/KPIs
• Create qualitative and quantitative reporting mechanisms to facilitate actionable process improvement and stakeholder reporting 
• Manage day-to-day relationship with departmental interdisciplinary teams
• Manage program budget including tracking of expenses and revenue

PROGRAM OPTIMIZATION & IMPROVEMENT 
 

• Identify, develop, and implement service, technology, and process improvements to make the member’s journey seamless 
• Gather and analyze member and customer feedback to inform the Product and Customers teams 
• Incorporate customer feedback into day-to-day operations and governance process

CUSTOMER/PARTNER MANAGEMENT 

• Support Operations Lead in managing customer and partner questions and concerns 
• Support the Customers team in strategy development and customer sales 
• Troubleshoot and provide timely responses to issues raised by customer and partners 
• Participate in meetings with customers and partners

TEAM OVERSIGHT 
 

• Manage and nurture a team of Clinical Manager, Care Guides and navigators to deliver successful Centers of Excellence (COE) programs 
• Align the team to monitor performance and course correct to beat customer SLA’s 
• Develop curriculum and coach team on delivering exceptional member experience
• Guide team through conflict resolution as key escalation point
• Lead recruitment and onboarding of new team members 
• Train team on new technology platforms to support program operations 
   

EDUCATION

• Bachelors Degree; MBA or MHA preferred