Chief of Staff - Los Angeles, California, United States - 487 - Intercare

General information

City:

Los Angeles

State:

California

Team

Strategy & Operations

Working time

Full- Time

Description & Requirements

Description

Company Description

Intercare Therapy, Inc. (ICT) provides evidence-based behavior services that support individuals with autism and related disorders and their families. Our mission is to increase independence and improve the quality of life of our client families. As an organization, we strive to be:

The employer of choice for all staff, by providing a long term career opportunity, supportive and collaborative organizational culture, and fulfilling individualized professional experience and development
The preferred service provider to our clients, families and funding sources, providing high quality clinical care and high-touch customer service

Position Summary

The Chief of Staff has the primary responsibility for overseeing, analyzing, and managing the organization’s systems, processes, workflows and procedures, and acting as an internal consulting strategist and project manager in helping the organization achieve efficiency and increased levels of profitability. This position also has a pivotal voice in helping to shape and guide the future growth, strategy and development of the organization. This position reports to Intercare’s President.

Salary: Starting at $110,000

Operations: Support the organization’s mission through implementation of policies and continuous improvement of operational systems, processes and procedures in order to help improve efficiencies, profitability and scalability.

Manage effectiveness and efficiency of Support Services (Client Services, Systems and Analytics, IT, Managed Care Credentialing and Customer Support) through coordination and communication between support and business functions
Collaborate and coordinate with all departments to produce efficiencies and maximize profitability and scalability
Collaborate and coordinate with the Regional Clinical Directors and Managing Directors to produce improvements in organizational-wide systems to improve clinical delivery and efficacy
Collaborate with call center operations; strive for efficiencies by working with team to define Key Performance Indicators (KPIs); document and improve processes
Lead the development of operational metrics and report to management on key initiatives and process enhancements around performance, scale, and efficiency
Lead and manage operations teams deploying all internal processes through monitoring, measuring, and providing feedback on process performance
Serve a significant role in long-term, strategic planning including development and expansion
Work with corporate leadership to handle challenges and implement improvements
Lead, coordinate, facilitate inter-departmental projects and meetings, as assigned
Capture and distribute meeting notes/minutes, track next steps and monitor follow-up items as needed
Meet regularly with subject matter experts to develop a deep understanding of the business and business needs
Partner with department heads/subject matter experts to help answer critical strategic questions
Improve the operational systems, processes and policies in support of the organization's mission/vision/values
Lead the development of operational metrics and report to management on key initiatives and process enhancements around performance, scale, and efficiency
Collaborate with and support teams for technology and product application and alignment with approved budgets or strategic priorities
Continually refines operational processes and champions review of team processes, workflows and activities
Coordinate/complete special projects assigned by President/COO
Take ownership of business projects working directly with Senior Team
Research, identify, develop and implement operational enhancements to best help achieve company goals

Process Mapping, Process Improvement and Project Management: Drive improvement in the organization’s effectiveness through business process mapping and the continual evaluation of processes & procedures

Lead and coordinate inter-departmental projects, ensuring they are executed effectively and on time.
Manage project budgets, resources, and timelines.
Collaborate with cross-functional teams to ensure project goals align with organizational objectives.
Monitor and report on project progress to senior leadership.
Data Analysis: Identifies sources for, gathers and analyzes data relevant to processes
Research: Reviews best practice research; makes recommendations on appropriate solutions based on research
Process Architecture: Designs complex processes, ensures process mapping is complete, interviews stakeholders and process owners to define processes and helps define standards and methods
Process Recommendations: Determines process recommendation documents, including presentations, process maps, supporting metrics, business requirements and related impact analyses for complex processes or for portions of larger or inter-related processes, and shares accountability for realization of results with process owners and present recommendations to stakeholders and process owners
Performance Management & Control: Defines, develops and evaluates performance metrics to establish process success, and may participate in working with multiple stakeholders, often with competing/conflicting objectives, to ensure cohesive and reachable measures of success and reviews data post- implementation to measure success and participates in defining standards of improvement success
Change Management: Participates in and may lead change management activities associated with process improvement, and engages leadership and stakeholders to obtain support and buy in for changes
Create Process Scale: Building and overseeing execution of key operational processes, with end goal of creating playbooks that can scale across markets

Strategy: Support Executive Leadership in strategic and operational growth initiatives, including revenue driving priorities and constant improvement of clinical support operations

Manage key analytical, strategic, and operational projects
Push the strategic thinking and best in class execution of key growth priorities
Analyze performance in real time and adjust approach and forecasts based upon feedback from the marketplace and validation of assumptions
Leverage industry data sources and primary research to analyze and identify strategic opportunities
Scope-out and frame up key operational processes, with end goal of creating playbooks that can scale
Develop a deep understanding of the business and market landscape, and provide detail and perspective through rigorous, fact-based analysis
Think analytically, critically and logically to help teams develop simple, integrated and elegant approaches to complex issues
Work directly with Executive Leadership on new business objectives, financial analyses, and expansion efforts

Internal Communications: Establish and maintain effective internal communication channels to ensure that information flows seamlessly across the organization.

Develop and implement a comprehensive internal communication strategy to keep all staff informed and engaged.
Utilize tools and platforms to facilitate internal communication, ensuring that important updates and information are readily accessible to all employees.
Implement mechanisms for collecting feedback from employees and using it to improve internal communication practices.

REQUIRED SKILLS AND EXPERIENCE

Bachelor's degree
Management consulting experience, MBA preferred
5+ years of experience in operations or health care, preferably with considerable background in management consulting, operations, technology deployment, process documentation, mapping and management
5+ years of broad business management experience
Understanding and experience with project management
Executive presence and gravitas, effective at cultivating relationships of all kinds and at all levels, leadership that inspires respect and loyalty
Record of leading projects with measurable results
Superior leadership and management abilities
High degree of independence and ability to take initiative
Possess a passion to help team members and clients
Design efficient systems, seek productivity and collaboration
Demonstrated implementation of process improvement methodologies & initiatives
Exceptional written, oral, interpersonal and presentation skills
Strong human capital management knowledge
Appropriate professional behavior and positive attitude; highly responsive and reliable
Ability to manage multiple priorities while maintaining a high level of detail and organization
Excellent judgment and the ability to balance resourcefulness and discretion, demonstrates ability to protect confidential and proprietary information of the firm
Experience and high proficiency using Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, as well as experience with Tableau or similar Business Intelligence (BI) dashboard software
Ability to develop process flow diagrams and narratives; identity process improvement opportunities
Experience working with strong analytical and problem-solving skills involving data and predictive modeling
Ability to navigate around pivot tables, charts & tables in spreadsheets (Excel), or equivalent skills
Build strong working relationships with coworkers, customers, and company management
A dynamic, motivated, resourceful, and creative thinker and problem solver
Highly organized; comfortable with ambiguity and with handling multiple simultaneous assignments
Ability to package and present complex analyses and recommendations clearly
Strong analytical and problem-solving skills to quickly recognize issues and opportunities to improve processes and drive efficiencies
Self-starter with a strong drive to get to the root of issues
Must be willing to go above and beyond to ensure issues and requests are sufficiently resolved
Development of standard operating procedures and maintaining formal documentation of processes
Ability to anticipate and react calmly in emergency situations
Ability to analyze and interpret complex data