Director, Access and Capacity Planning

Summary

Join RVO Health as an Access and Capacity Planning Director to support multiple lines of business delivering healthcare services. Working cross-departmentally, you will design and deliver access and capacity planning to support rapid growth. You will build infrastructure, lead capacity planning efforts, develop tracking tools, and manage operational capacity models. This role involves guiding senior leaders in workforce decisions, partnering with Finance, driving operational improvements, and collaborating with various teams on demand forecasting. You will also support product innovation and proactively identify and solve capacity-related issues. The position requires significant experience in quantitative research, workforce planning, and model building within the healthcare industry.

Requirements

• 5+ years of experience in quantitative research or analysis, preferably within healthcare industry
• 5+ years of direct experience in workforce planning, capacity management, or related fields
• 5+ years of direct experience building forecasting and/or planning models in software applications like excel or more advanced
• Background in mathematics, data science, computer science, economics, operations research or related field
• Experience translating key performance indicators and recommendations to senior leaders
• Experience pairing data from external sources (e.g., NPS, health outcomes, etc.) with internal operations data to improve overall patient/member experience
• Strong commitment to exceptional consumer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

Responsibilities

• Build the infrastructure to develop and implement capacity planning framework and capabilities
• Lead ongoing capacity planning, providing actionable insights into performance across the portfolio of services
• Develop tools to track initiatives, dependencies and mitigation plans to increase capacity, demand and decrease cost of care
• Develop and manage operational capacity models for short and long-term planning across nationwide clinical and coaching services. Create centralized plans and related tools to enable operations to identify and manage dependencies and risks. Identify opportunities for automation
• Guide senior leaders to help them make informed decisions about their workforce, capacity, deployment and schedule design. Educate and influence senior leadership in executing hiring plans, deploying staff optimally to support demand
• Partner with Finance to balance cost efficiency with operational, technical, and product considerations
• Support leaders in optimizing staffing plans and deployment to meet service line standards (SLAs), management models and demand
• Drive operational innovations and improvements through pilots and other testing to implement and evaluate new patient access opportunities
• Collaborate with growth, finance, business operations, and data science teams to develop demand forecasting models. Leverage demand trends, conversion drivers and experience levers to improve access and utilization
• Support product innovation to automate capacity and demand planning and forecasting models and integrate and automate demand/capacity processes into core systems
• Identify capacity-related issues proactively and work with cross-functional teams to define and implement solutions

Preferred Qualifications

• Analysis experience in Healthcare Operations, preferably in Patient Access
• Capacity Planning experience with B2B and BTC businesses
• Basic/Working knowledge of Six Sigma/Lean techniques
• Ability to develop new ideas and creative solutions
• Experience using emerging technologies, including AI
• Program or project management experience

Benefits

• Starting Salary: $127,500 - $165,000* and Bonus
• Access to a Free Udemy for Business subscription—thousands of hours of learning content on hundreds of different subjects at your fingertips
• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Paid Time Off
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Pharmacy Benefits
• Income Protection Plans
• Pet Services Plans
• Mental Health Support
• Wellness Coaching
• HSA- Health Savings Account
• Commuter Benefits
• Gym & Fitness Center Discount Program