Market Patient Care Ops Leader

Wellbe Senior Medical•Atlanta, GA

12h•Hybrid

About The Position

Responsible for the operations of the PCO staffing in the market. This role will ensure that the PCO is operating effectively within the market. This role will have direct supervisory over the PCO supervisors and staff within the market to ensure smooth operation and support for the field APPs. This role will also support local operations through medical/office supply management/ordering, coordination for training needs (meal coordination), and coordinating efforts with the VP of Market Operations and Market CMD.

Requirements

BA preferred OR 7 years of experience in related leadership role (physican practice manager, etc) OR 5 years of WellBe experience in a related leadership role.
7 years of experience in related leadership role (physican practice manager, etc) OR 5 years of WellBe experience in a related leadership role.
Proficient with office software including Microsoft suite, Electronic Health Record, Scheduling Software, business intelligence software, and other tools as needed.
Ability to lift up to 20 lbs.
Ability to stand/sit for extended periods.
Visual acuity and fine motor skills.
Ability to travel to locations as needed.

Responsibilities

Leadership & Team Management; Directly supervise PCO Supervisors and staff to ensure optimal performance, engagement, and alignment with organizational priorities
Establish clear goals, expectations, and accountability standards for the market’s PCO team
Provide ongoing coaching, mentoring, and performance feedback to foster professional growth and operational consistency
Support workforce planning, hiring, onboarding, and retention efforts for all PCO roles within the market.
Operational Oversight & Process Execution; Ensure all PCO team members perform their core responsibilities efficiently, including scheduling future visits, closing HEDIS and care gaps, completing patient follow-ups, managing APP administrative tasks, and sending referrals
Oversee daily operational workflows to ensure timely, accurate, and high-quality support for providers and patients
Monitor workload distribution and staffing needs to maintainbalance and service level expectations
Ensure all market operations are conducted in alignment with established PCO processes and tools developed by the PCO Center of Excellence.
Performance Management & KPI Achievement; Track, analyze, and manage key operational performance metrics to ensure market goals and KPIs are consistently met or exceeded
Partner with the VP of Market Operations and Market CND to identify trends, gaps, and improvement opportunities
Lead regular performance reviews with supervisors and team members to reinforce accountability and continuous improvement
Implement local improvement initiatives to address workflow inefficiencies or operational barriers.
Cross-Functional Collaboration; Collaborate closely with Market Operations, Clinical Leadership, and PCO Center of Excellence teams to ensure operational alignment and field readiness
Serve as the primary liaison between market operations and corporate support functions for PCO-related matters
Participate in regular leadership meetings to share updates, escalate challenges, and align on enterprise priorities.
Operational Support & Logistics; Manage local operational logistics including medical and office supply inventory, ordering, and distribution
Coordinate administrative support for onboarding and training activities, such as arranging meals and materials for new employee orientation
Ensure market offices and clinical locations are equipped and functioning effectively to support day-to-day operations
Oversee documentation accuracy, compliance, and adherence to operational policies and procedures.
Staff Training & Development; Coordinate training needs for market PCO staff, including onboarding, system updates, and process changes
Partner with the PCO Center of Excellence and Learning & Development teams to ensure consistent delivery and adoption of training programs
Support supervisors in developing individualized learning and development plans for team members.
Continuous Improvement & Standardization; Champion operational excellence by promoting the use of standardized tools, templates, and workflows developed by the PCO Center of Excellence
Identify market-specific improvement opportunities and communicate best practices across teams
Lead local implementation of process improvements and ensure sustainability through consistent monitoring and feedback.