VP of Client Operations

Guideway Care is a mission-driven organization committed to improving patient care and providing superior patient activation solutions to healthcare organizations. We pride ourselves on building an inclusive culture and hiring team members who are motivated by purpose, impact, growth, and innovation.

Want to be part of a team making a difference in patient care while also growing your career? If YES! Keep reading!

At Guideway, you won't just have a job; you'll make a tangible difference in the lives of patients when it matters most. Join a team where your work directly contributes to improving patient care, faster and to more people.

This is your opportunity to be part of a dynamic, forward-thinking team that thrives on creating and delivering excellence. If you're someone who is engaged and committed, you'll find a workplace where your contributions are not just valued, but essential to delivering on our mission.

You'll gain satisfaction from knowing your efforts are truly making an impact. We're looking for individuals ready to grow with us and contribute actively to a purpose-driven environment.

At Guideway Care, we hire people who love learning, value innovation, and believe in our mission and values to improve patient outcomes in healthcare. We are experiencing rapid growth while scaling our operations.

Job Summary:

The VP of Client Operations is a critical part of supporting growth and scale while adding to our supportive, mission-driven culture. They ensure high quality and timely delivery through technology-enabled solutions, data-driven decision making and process-centered operations. This leader must combine operational leadership, service delivery ownership, people and team development, managing customer partner relationships, overseeing implementation management, and addressing operational opportunities and challenges.

Essential Functions:

High Level:

Operational Leadership & Service Delivery Ownership: Own and oversee the operational delivery of Guideway Care service lines, ensuring performance against service level agreements (SLAs), quality benchmarks, and financial targets.

People Leadership & Team Development: Champion a culture of ownership, performance accountability, and service excellence across operational teams.

Lead workforce planning, recruitment planning, and team scalability aligned with business needs.

Here’s a more detailed look:

1. Implementation Support to ensure successful post-implementation delivery:

• This role is responsible for the overall delivery of service to customer partners, including meeting deadlines and service agreements outlined in contracts.
• Client Operations manages new implementations, providing status updates, and resolving any delays or issues that arise.
• This VP role works closely with Project Managers, customer team members and other internal teams to ensure successful implementation.

2. Data Quality and Performance:

• The VP of Client Operations drives use of our Business Intelligence tools and proprietary technology platform, including enhanced analytics and reporting, to deliver actionable results that lead to improved patient outcomes.
• The Client Operations team leader should also identify operational improvement opportunities (including finding and implementing new tools, filling analytics gaps and focusing on continuous incremental improvements).
• They review key operating metrics, including staffing, productivity, and quality, to provide data-driven recommendations that support business and financial goals.
• A skilled VP of Client Operations is also expected to lead process improvement initiatives (experience applying Lean Six Sigma and / or Theory of Constraints) to enhance overall Guideway Care or Patient Activation performance.

3. Relationship Management and Engagement:

• Client Operations works with the Customer Experience Team to build and maintain strong customer partnerships.
• They proactively engage with customer partners to understand their needs and anticipate potential challenges, while always reinforcing to clients the Guideway commitment to service excellence.
• This includes scheduling and facilitating meetings, ensuring ongoing communication, and addressing queries.

4. Technology Support and Education:

• Client Operations champions the use of GC proprietary technology platform to streamline workflows and improve efficiency.
• We expect you to offer ongoing support and training to their teams and identify and communicate opportunities for technological enhancements as needed.

5. Risk Management and Escalation:

• The leader in this role proactively identifies risks to partner experience and escalate those to appropriate teams for resolution. Creating cross-team awareness is crucial to prevent siloed thinking and problem responses.
• This ensures that issues are addressed promptly to prevent them from escalating into major problems.

Required Skills/Abilities:

• Educational Background: Bachelor’s degree in business, marketing, healthcare, or a related field. Advanced degrees are a plus.
• Experience: 15+ years of experience operations management leading large remote clinical teams with financial and operational targets ideally in a data-driven PE environment; Possess strong attention to detail and organizational skills.
• Analytical Skills: Strong analytical mindset with the ability to translate complex data into actionable insights.
• Interpersonal Skills: Exceptional written and verbal communication skills, with the ability to craft persuasive messaging and present ideas clearly.
• Collaboration: Proven ability to work effectively in cross-functional teams and manage multiple stakeholders.
• Adaptability: Comfortable working in a fast-paced, dynamic environment with a growth mindset.
• Technical Acumen: Familiarity with healthcare technology, data analytics, or SaaS solutions is preferred.

Preferred Experience:

• Previous operations experience in start-up or high-growth private equity-sponsored environments.
• Experience applying Lean Six Sigma
• Data management experience within a healthcare setting.
• Advanced Excel skills.
• Healthcare background.

Supervisory Responsibilities: 3 direct reports; 50-100 team members

Travel Requirements moderate travel

Work Authorization: Legally able to work in the United States without sponsorship.

Total Rewards:

The target salary range for this role is BOE. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.

In addition, team members enjoy …

Benefits package including:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA),
• Company paid short- and long-term disability,
• Employee Assistance Program,
• Life Insurance,
• Accident insurance,
• and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.