Chief Services Delivery Officer

About Navvis
Founded in 2004, Navvis is a population health organization that has continually grown due to their vision and commitment to delivering seamless, high-performing and aligned provider networks, care coordination, and value-base care models. They value partnership with health plans, health systems, providers and employers to eliminate the barriers, boundaries, and siloed efforts that fragment care. They partner to move their clients from a system that is complicated and frustrating to one that is centered on people's real-life needs.
Opportunity Summary
The Chief Services Delivery Officer (CSDO), under the direction of the President and COO will lead a senior team responsible for day-to-day operational execution, facilitating both operational and strategic planning. This includes the development of goals, objectives and priorities. Additionally, CSDO’s should ensure effective collaboration among all departments in scope to deliver value to our client partners in the market. This includes, but not limited to, fostering a culture that encourages engagement, teamwork and accountability, and setting a high standard of leadership excellence within their area of responsibility. There is flexibility regarding (remote/hybrid) work however the individual would need to be situated in a time zone convenient to existing client base.
Duties and Responsibilities

• The CSDO will be highly client partner-facing, ensuring reference able client partner relationships.
• The CSDO is responsible for oversight of the solution operating model both internally and externally – by way of internal operating model processes and external operational org structures and governance in partnership with Market Presidents.
• With a focus on timely and cost-effective operations, the CSDO will plan, oversee and assess all activities in scope, aligning them with the successful execution of strategic plans and objectives as a key operational partner.
• The CSDO will direct the development of reports on key performance indicators and other significant benchmarking metrics and make presentations to present results to executive stakeholders.
• The CSDO, under the direction of the President and COO and working with other key stakeholders will engage in the ongoing formulation of strategies, initiatives, priorities, and objectives along with the implementation of formal strategic/tactical plans
• The CSDO will identify, align and optimize resources to positively impact organizational strategies towards achievement of goals; approve expenditures within defined scope of responsibility; identify negative variances and develop action plans to address and effectively resolve in a timely manner.
• The CSDO will direct and evaluate the work of the subordinate management staff; make employment decisions, establish and or evolve performance standards; educate, guide, counsel and develop management staff and address performance management concerns and technical issues.

• Operational Leadership
  • Provide strong leadership and guidance to operational functions
  • Continuous evolution and enhancement of Operating Model for enhanced solution delivery
  • Streamline and optimize internal processes to enhance external solution delivery across markets.
• Strategic Planning
  • Collaborate with executive team to assist in development and execution of the company’s strategic plan.
  • Monitor industry trends and market dynamics to align company’s solution operations as needed.
• Financial Management
  • Manage the company’s financial performance through:
    • Budgeting across departments in scope
    • FTE planning, monitoring and re-assessing
    • Department expense management
    • Contract performance
  • Work to achieve financial targets and profitability while maintaining focus on long-term sustainability.
  • Performance management: Ensure VBC contract performance.
  • Oversee the allocation of resources to support strategic and operational goals
• Team Leadership
  • Continue to develop high-performing leadership team, providing coaching and mentorship to key managers.
  • Foster a collaborative and results-oriented culture that aligns with the company’s values and mission.
  • Promote professional development and talent retention.
• Stakeholder Engagement:
  • Cultivate and maintain strong relationships with key stakeholders.
  • At times, serve as spokesperson for the company’s population health initiative.

Experience and Qualifications

• Knowledge of Medicare Advantage, Medicare, Commercial, Medicaid, duals, full risk, capitation, shared savings, MSSP ACO and other lines of business and alternative payment models
• Knowledge of operational aspects that make up a value-based care ecosystem such as care management, physician engagement, technology, analytics, networks, post-acute, hospital at home, etc.
• Knowledge of EMRs, Data, Technology, Care Management, Analytics and other key population health functions
• 7 years experience required in the healthcare industry, 15+ preferred
• Operational leadership experience required
• Knowledge of health system, health plan and physician enterprise operating models
• Bachelor’s degree in business or relevant field required
• Strong leadership skills at all organizational levels
• Complex problem-solving skills in individual and group settings
• Demonstrated success leading improvement initiatives
• High expectations of others with a sense of fairness
• Detailed oriented with a compulsion to document
• Operationally perceptive and politically savvy; sees what is ahead and navigates the pitfalls
• Makes decisions and owns them
• Grit to endure process, grasp and understand details with a will to drive change
• Ability to organize and distill complexity
• Vision to see the big picture while operating in the here and now
• Excellent communicator both oral and written
• Team builder with willingness to roll up sleeves
• Client facing with firsthand experience onboarding and managing client partnerships
• Instills confidence and accelerates a culture of conviction across the enterprise
• Subject matter expert in the operating pillars of the Navvis solution
• Capable of conceiving and building programs with structure and content
• Deep knowledge of population health/value-based care and risked based performance tactics and strategies
• Demonstrated knowledge and track record of leading population health management initiatives
• Adept at succinctly conveying complex concepts and expertise to leadership.
• Skillful in influencing and persuading diverse groups of high-level individuals, effectively negotiating, and garnering support for services, programs and initiatives.
• Proficient in leading, directing, cultivating and assessing the performance of subordinate management staff and matrixed managers who report to other functional leaders.
• Ability to analyze and evaluate results to determine whether activities effectively address and support business objectives and produce the expected outcomes.
  

What Success in the first 6-12 months looks like

• Establish professional and personal credibility and trust with the President and COO, the senior leadership team and other key leaders and staff across the organization through engagement and open and transparent communication.
• Develop effective relationships with all key stakeholders. It is of utmost importance that the new CSDO proactively and continuously engages with direct reports and front-line staff and regularly be seen in various departments.
• Quickly gain an in-depth knowledge and understanding of Navvis, its vision and culture, client partners, services in addition to the competitive landscape
• Reinforce culture of accountability and teamwork. Utilize clear operational metrics to measure performance; develop best practices to support effect decision making and accountability.
• Perform an operational assessment of all CSDO areas of responsibility and identify/prioritize opportunities for improvement.
• Understand and manage client partner delivery priorities.

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