Leadership role- Clinical Operations

Job Description

Ideal Candidate Profile Includes:

- 15+ years of experience working in US healthcare operations with solid understanding of provider organizations including fee for service and fee for value practice models
- Clinical/Medical background (India or US)
- Degree in Management from a premier institute preferred
- Proven track record of managing teams across geographies, driving results and progressive leadership experience
- Familiar with EHR workflow and documentation along with working knowledge of Practice Management Systems
- Experience in working in hyper-growth environment and ability to deliver solutions through structured problem solving
- Demonstrated ability to show thought leadership and drive consultative conversations with executive leadership
- Self-driven and proactive with ability to multi-task and prioritize issues in a complex environment.
- Project management, implementation, planning and organizational skills
- Excellent verbal and written communication skills
- Excellent organization, motivation, leadership, and interpersonal skills
- Ability to travel as needed

CHALLENGES

This is a core part of the Care Leadership team and will be an important enabler to IKS Healths endeavor of delivering best in class clinical solutions to US based Physician enterprises. This role will lead the Delivery and Implementation organization to ensure high levels of Customer Satisfaction and collaborate extensively with functional departments across IKS including but not limited to Sales, Product Development, Technology, Finance and Workforce Management. This role will require travel to the US 3-4 times a year that includes spending time at customer locations.

GROWTH OPPORTUNITIES

The incumbent on the back of a good performance can choose their growth path in the company.

RESPONSIBILITIES

- Lead the entire IKS Clinical business unit to ensure high levels of customer satisfaction, employee engagement and operational excellence.
- Take end-to-end ownership of operations, delivering services that are aligned to meet customer goals and success including contractual commitments.
- Manage the P&L to drive financial performance that meets and exceeds budgets; actively participate in the annual budgeting and monthly forecasting process.
- Work with the delivery teams to resolve operational issues affecting the customer promptly and reporting performance metrics including economic value to the customer on a regular basis.
- Serve as a key senior client liaison with deep & meaningful relationships in the client organization that enable successful long-term partnerships.
- Mentor and coach direct reports to enable professional & personal growth. Developing, implementing & monitoring frameworks to elevate the human capital of the team.
- Leverage understanding of industry best practices to assess existing internal and client processes and identify opportunities to enhance the quality of outcomes or efficiency of delivery including automation.

Formally and informally govern the enterprise relationship with the customer organizations including designated clinical champions and executives.

- Review the status of IKS service delivery and ensure it meets/exceeds contractual requirements with the customer
- Identify delivery issues or areas of concern for the customer; if any; work with the IKS delivery team and the customer physicians to resolve concerns
- Provide cost effective value-adds beyond the Statement of Work that will add value to a customer
- Proactively reduce escalations if any from the customer
- Proactively anticipate operational issues early and escalate within IKS before the customer is aware so issues can be resolved.

Drive implementations of Virtual Scribe solutions across the enterprise for both new and existing customers

- Program manage the onsite aspects of the Transition/Onboarding Plan
- Review customer process documents and work with the IKS team to ensure the standard operating process appropriately capture customer nuances and processes
- Work with the Operations teams to baseline the performance of the practices performance prior to IKS
- Work with the provider and their support staff to implement IKS processes
- Train and possibly coordinate the training of a provider and practices
- Ensure the provider and practice leaders are comfortable with the new service till they are in steady state

Support the design of Virtual Scribe solutions across the enterprise for both new and existing customers

- Lead teams to provide pre-Sales Solutions and co-create fit-for-purpose solutions for the prospects and customers.
- Collect/review customer requirements and work with the IKS team to ensure the IKS proposed solution adequately addresses customer needs
- Collaborate with Design & Development to help define and shape new solutions / products under development based on clients needs & IKS product development goals.
- Thought-leadership coupled with networking within the customer community to enhance the positioning of IKS as well as its products & services

Support IKS revenue growth at customers by expanding existing service and other related opportunities.

- Work with the customers project leader and the IKS delivery team to identify opportunities to expand IKS services for the customer
- Work with the IKS sales team (farming and hunting) to assist in proposals for prospects and customers for IKS services

Key Measurements of Success

- Ensure operational metrics with regards to ensuring SLAs are met and/or exceeded
- Ensure business metrics and value proposition is met and shared with the customer
- Ensure solutions meet customer needs and protect IKS interests
- Reduce provider escalations and ensure high levels of customer satisfaction and retention
- High employee engagement, satisfaction, and retention
- Ensure the customer will serve as a reference for IKS
- Support revenue growth for the customer

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