Director of Care Team Operations

Location: Minneapolis

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: 10%-20%, Occasional domestic travel

Positions Supervised: Care Team Managers, Training Manager, Innovation Manager

Reports To: VP of Operations

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life's challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community — can ease those burdens and effectively connect members to health care. Our mission-driven and member-focused company is seeking an experienced and self-motivated Director of Care Team Operations.

The Director of Care Team Operations is responsible to bridge the business and care delivery through oversight and execution Reema's Care Team program. The Care Team program is the heart of Reema's offering and directly impacts and supports the communities in which it operates. They will manage high performing teammates across multiple markets through Reema's next phase of growth and will be critical in setting teams up for success. The Director of Care Team Operations will foster a culture of high quality care delivery grounded in diversity and inclusion. They will be integral in hiring knowledge-rich and experience-diverse Care Teams in order to meet Reema's goal of comprehensive community care. The Director of Care Team Operations will design and direct systems and team performance in order to meet Reema Health's mission including the development of efficient workflows and processes. The processes implemented will ensure teams deliver the highest quality of care and engagement to Reema Health's members. The Director of Care Team Operations is also responsible for ensuring operations status and reporting is supplied to key partners including the VP of Operations, Care Team members, Product, Growth, and others.

How You Will Add Value:

• Oversee the development, implementation and monitoring of care delivery standards for all multidisciplinary team members
• Collaborate closely with product, finance, and growth teams to ensure successful design, implementation, and measurement of service delivery for the Care Teams
• Partner cross-functionally to establish and achieve operational, revenue and member satisfaction targets for each market
• Ensure highly effective and efficient care delivery and drive process improvements that reduce cost, improve quality of outcomes and deliver an excellent member experience
• Promote the use and implementation of technology in the work in order to streamline operations, facilitate communications, and optimize work processes
• Oversee the review, investigation and response to member complaints.
• Function as a liaison between HQ and Reema's care delivery
• Develop and execute strategic operating plans and align them with other departments and functions across the organization
• Champion continuous process improvement and building rigorous process infrastructure in order to provide more value and quality for our members
• Monitor and report on business performance by analyzing market metrics and evaluating team performance on an ongoing and ad hoc basis
• Lead talent strategy, planning, and development to recruit and retain mission-driven leaders who embody Reema Health's values; form teams with appropriate diversity in style, perspective, and experience
• Support Care Team Managers in managing a primarily remote, community-based team
• Cultivate a sense of belonging and strong team morale; build relationships with a foundation of trust among teammates
• Deal constructively with problems that do not have clear solutions or outcomes
• Adapt to changes quickly and with an open mind to meet challenges - from managing a predominantly remote workforce to finding the best ways to meet Reema's goals
• Translate and communicate change management strategies including importance, purpose, and practice as the organization grows
  
  

Education, Experience and Skills:

• Licensed Mental Health Provider
• 5+ years of relevant experience managing and developing high-performing, human centered teams who engage with patients or customers in-person in a high-growth environment
• Experience expanding and scaling front line teams through hiring, onboarding, and training efforts
• Demonstrated commitment to solving for the complex intersection of social care and behavioral health care
• Experience in a high-growth startup environment
• Proven track record of developing and implementing scalable strategies to drive results around customer satisfaction, service quality, and profitability
• Understanding the meaning and implications of key finance and operations measures, including staff turnover and poor performance
• Preferred management experience in a healthcare and/or social work related field (Medicaid, Medicare and population health management experience highly valued)
  
  

Benefits:

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Paid Parental Leave
• Accrued Paid Time Off
• Technology Stipend
• Flexible Schedules and Remote Work
  
  

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.