At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Company: Oak Street Health
Title: Assoc Manager, Clinical Operations - Expansion Care Trainers
Location: Treehouse (Chicago, IL) / Remote + TravelRole Description:
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The Associate Manager, Clinical Operations (Expansion Care Trainers) is responsible for furthering Oak Street Health's vision of new center operational excellence from day one of a new center's opening, supporting our organizational objectives of delivering an unmatched patient experience and the best care anywhere. Through close alignment with the Sr. Clinic Operations Manager and local leadership teams, this role is responsible for delivering a new center activation experience that will lead to the accelerated performance and readiness of Oakies at new centers and quicker time to role proficiency, positively impacting team engagement and retention. This role will also manage a team of Expansion Care Trainers who are focused on the training and learning excellence delivery across all new center locations, including acquisitions and special projects. To ensure setup and training deliveries are effective, this leadership role partners closely with the larger Clinical Operations, Learning, and Nurse leadership teams to ensure training content, deliverables, and expectations are clearly articulated and executed.Success requires a high ability to collaborate, problem solve, manage multiple projects simultaneously, manage people, and demonstrate flexibility. This role engages cross-functionally with other New Center Project Management teams to ensure a seamless activation experience for new center teams.
Core Responsibilities:
- Manages a team of Care Trainers who are based in different geographic markets and who offer on-the-ground training support to new centers.
- Monitors staffing attendance and absences and works with the manager to identify coverage plans for expected and unexpected absences.
- Serve as a knowledgeable resource of the OSH Care Model including workflows and goals that impact new center activations.
- Promotes consistency in the delivery of key clinical drivers for the clinics' foundational success such as the Screening and Vaccination program.
- Owns the ongoing evolution of the Expansion Care Trainer training program and required teachings to further assess and define the critical path for patient care and all team success.
- Serves as a liaison between the Expansion Care Trainer cohort and the Director of Clinical Support (DCS) team to identify staffing bandwidth gaps in delivering New Center Training during periods of high volume center openings.
- Communicates effectively, proactively problem-solves, and navigates through challenges and ambiguity alongside both center and regional leaders.
- Partners with Service team Sups/Assoc Managers and contributes to our operations playbook to promote consistency and adherence to center set up standards and clinical excellence for new centers or acquisitions.
- Promotes a consistent learning experience for new center team members by leveraging the Learning Excellence Framework and through partnerships with the Position Leaders, Population Health, Learning, Safety, and other relevant departments.
- Champions collaboration, adaption, and inclusion with direct teammates or cross-functional teams to accomplish tasks and are proactively responsible for sourcing new initiatives/work that must be integrated into NCT.
- Tracks data for both trainee training outcomes and Expansion Care Trainer training performance.
- Champions the proper execution and inclusion of central policies, procedures, and standards to ensure clinical training mastery for new centers.
- Supports the recruitment of top talent as they arise through the recruitment, hiring, onboarding, retention, and performance management of the staff.
- Leads and drives agenda items to the bi-weekly Expansion Care Trainer call.
- Prepares and delivers team updates to senior and executive levels of leadership.
- Partners with the direct manager to create and maintain the New Center Activation Calendar for both Pre-Opening NCT and Post-Opening NCT programming for the Expansion Care Trainer team.
- Partners with the direct manager to maintain the incentive payout program for new center expansion efforts for direct reports.
- Individual will proactively identify, and share challenges along with potential solutions with key stakeholders such as center and regional leaders (when appropriate).
- Leads the team through preparatory efforts such as staffing identification, pharmacy licensing, and vendor training. As needed the individual will schedule vendor training for non-expansion team members supporting Expansion efforts.
- Drives consistently excellent training and learning delivery across the team to ensure speed to proficiency for new center staff.
- Support "drop-in" visits 2-3 times per month to Pre and Post Opening NCT to ensure training standards are being met in partnership with Service team Assoc Managers.
- Models the Learning Excellence Framework by observing training execution and approach during Pre and Post-Opening Training programming.
- Partners with the Inventory and Supply team to improve processes for new center activations.
- Holds the Expansion Care Trainer team accountable for maintaining up-to-date statuses related to activation and training deliverables within Smartsheet and/or other identified platforms.
- Supports acquisitions and special projects as needed.
- Proven ability to prioritize their current work that aligns with organizational objectives and priorities.
- Demonstrated skills in problem-solving, critical thinking, conflict resolution, and exceptional communication skills.
- Delivers high-quality, error-free work while consistently meeting deadlines.
- Proven ability to remain steady in times of change or high levels of ambiguity.
- Champions collaboration across multiple teams and engages multiple perspectives to solve problems and achieve common goals.
- Ability to or experience with managing team members located in other geographies.
- Proven project management skills and an ability to organize and prioritize multiple complex projects.
- Proven experience and ability to develop and mentor a diverse team promote creativity and independence of thought.
- Willingness to be a hands-on, proactive team leader who removes obstacles to help the team meet objectives.
- Experience in healthcare operations is strongly preferred.
- Current license to practice as a registered nurse.
- Bachelor's degree in nursing preferred.
- Ability to travel up to 80% of the time.
- US work authorization.
- Someone who embodies being "Oaky."
- Radiating positive energy
- Assuming good intentions
- Creating an unmatched patient experience
- Driving clinical excellence
- Taking ownership and delivering results
- Being relentlessly determined
- Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
- Paid vacation, sick time, and investment/retirement 401K match options
- Health insurance, vision, and dental benefits
- Opportunities for leadership development and continuing education stipends
- New centers and flexible work environments
- Opportunities for high levels of responsibility and rapid advancement
40Time Type
Full timePay Range
The typical pay range for this role is:$46,988.00 - $112,200.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.