Director, Market Performance

SCOPE OF ROLE

Our Market Management Team is responsible for assuring the success of Bright Health in matrixed partnership with other Bright Health leaders. Director of Market Success shares accountability with Bright Health’s local market leader and the central Market Success team for making our insurance product offerings in local markets successful. The role partners with in-market clinical, network, and sales/distribution teams to collectively drive performance and serves as a critical, cross-functional role with a 360-degree view of the business while assigned to a dedicated client.

Working closely with the market leader, the role will monitor and track top executive priorities, engage with Care Partner leadership, analyze market and operational metrics, and manage various special projects. In addition, as a critical member of the Market team, this role will also identify market priorities and where appropriate develop and lead local pilots that may be scaled to all markets.

Responsibilities include tracking follow-up items / resolution on key market and care partner issues, capturing status and meeting minutes, setting meeting agendas, along with other routine market management needs. This individual also helps track performance against market goals, SLA's and other key performance indicators.

ROLE RESPONSIBILITIES

The Director, Market Success job description is intended to point out major responsibilities within the role, but it is not limited to these items.

Lead Local Market Operations

• Support Market Leader in managing local market operations, governance, and communications
• Create the market communication plan; help cascade local market priorities, decisions and information
• Report on and review operational and process tracking metrics and dashboards with market leadership.
• Partner with market and national teams to:
  • Tailor new market entry strategies, including product launches and market expansions.
  • Achieve high revenue and membership targets.
  • Achieve the local network strategy including network development, provider contracting, engagement, renewal
  • Achieve MCR and quality targets
  • Maintain positive relationships with the Care Partner(s), physicians, hospitals, and practice managers
  • Identify market issues and develop solutions to successful and timely resolution.
  • Perform root cause analysis to identify opportunities to increase operational efficiency
• Ensure strict compliance with federal and state regulations and company policies, procedures and processes.

Cultivate Market-based Provider Relations team:

• Supervisory management of market-based provider relations staff, including resource allocations, career development, coaching, and monitoring market process standards and training
• Monitor Provider Relations’ ongoing KPIs in collaboration with National Provider Relations to measure provider relations’ activity and impact across key activities and related campaigns.
• Define, implement and monitor regional KPIs as appropriate based on market goals and regional priorities
• Collaborate with Market leadership on the hiring plan for the provider relations team members
• Coach the team to proactively manage to and achieve high levels of customer satisfaction
• Provide expertise and support through deep understanding of Bright Health’s products and markets
• Collaborate with the National Provider Relations Manager and regional Market Management leadership on provider relations individual performance by providing constructive feedback and identifying growth opportunities
• Ensure core competency of PR role, core standards and ongoing process improvements are cascaded to market teams, including training, education & monitoring

Oversee Local Market Campaigns and Performance Management

• Take ownership of discrete projects and complete using the resources of the organization
• Support the success of our Care Partner, network providers, and aligned practice relationships, including tailoring of performance reporting and messaging, as well as advancement of regular business reviews and Care Partner governance forums.
• Develop Market-facing content and communication (e.g., resolution plans, status updates, operations changes and next steps), including preparing monthly Market-specific operations dashboards.
• Analyze Market and operational metrics/KPIs
• Oversee and track market specific growth activities and related campaigns.
• Evaluate and advance campaigns with market leadership to bolster and sustain market performance against Bright benchmarks for care partner success and growth

Collaborate across Bright Health to Deliver a Cohesive Set of Products and Services

• Identify in-market issues, escalate to the appropriate individuals, and contribute to development of scalable solutions in collaboration with our functional areas.
• Ensure effectiveness of enterprise-level initiatives and ability for local markets and matrixed teams execution.
• Partner with other functional leaders to drive process improvement across new market preparedness, implementation, and post-launch, including but not limited to contracting, credentialing, provider data management, provider engagement, marketing, sales/distribution, clinical performance, IT/data integration, health plan operations, reporting, finance, and talent
• Provide other support to the Market Success team, as needed.

SUPERVISORY RESPONSIBILITIES

• This position will have supervisory responsibilities.

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

• Bachelor’s Degree in business, economics, healthcare administration, or a related field is required; MBA is preferred
• Seven (7) or more years of experience in healthcare, ideally inside provider and payer settings, with knowledge of managed care, network development, or network management
• Five (5) or more years of management and operations experience
• Local market knowledge of the healthcare payer and/or provider landscape
• Large project and program management and process improvement.
• Familiarity with Individual, Commercial and Medicare products, including development and execution of growth and distribution initiatives.
• Experience working with clinical, sales, and product teams to design and implement programs to maintain positive relationships between the health plan, physicians, hospitals, and practice managers. 

PROFESSIONAL COMPETENCIES

• Work effectively in a matrixed environment and comfort with shared accountability
• Strong collaboration skills to partner closely with other Bright Health leaders to design and implement programs to maintain positive relationships between the health plan, physicians, hospitals, and practice managers
• Excellent multitasking and prioritization skills with a proven ability to manage multiple projects in parallel.
• Leadership and relationship skills that extend cross-functionally, spanning operations, clinical, provider relations, marketing, distribution and sales in such a way that achieves an exceptional experience for members, clinicians and distribution partners.
• Ability to effectively engage providers, ranging from single physician practices to regional integrated delivery systems
• Results oriented, capable of clearly translating strategic objectives into implementable processes that drive outcomes.
• Strong organizational design capabilities with the ability to creatively and strategically structure complex problems.
• Bias toward action; sense of urgency, self-initiative, and ownership of work.
• Inspirational, respectful and effective team leadership.
• Superb written and verbal communication skills with an ability to effectively collaborate with internal and external executive leadership

WORK ENVIRONMENT

• The majority of work responsibilities are performed in an open office setting, carrying out detailed work sitting at a desk/table and working on the computer.
• Some travel may be required.

 

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As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.