Market Support Champion, Center Manager

Job Summary:

The Market Support Champion, Center Manger is a vital leader at ArchWell Health. This role fills two critical functions - training new Center Managers and covering markets who are backfilling on an interim basis.

The Market Support Champion plays a crucial role in assisting with orientation, onboarding, training, coaching, and mentoring activities of new and existing leaders to ensure leaders know and understand the specific role they play in the organization and have a deep understanding of the tasks of their job. Through partnership with Market Leadership, Continuous Improvement, and Learning & Development, this individual will support organizational Center Manager training and onboarding initiatives as well as focused initiatives driven by specific needs of the market. Overall, the Market Support Champion's role is to champion a culture of learning, support colleagues' orientation, onboarding, and training needs, and ensure that learning initiatives align with the organization's goals and objectives.

Duties/Responsibilities:

• Serves as the enterprise in-market subject matter expert for all Center Managers.
• Facilitates training and onboarding sessions to ensure Center Managers understand their roles effectively.
• Collaborates with stakeholders to deliver role-specific training.
• Provides support to new hires and guide them through the onboarding process.
• Assess training effectiveness and identify areas for opportunity and improvement.
• Observes how markets are adopting, implementing or upholding Archwell Health standards and workflow processes.
• Identifies areas of opportunity and reports findings to direct leadership.
• Acts as the in-market learning governance representative and brings areas of opportunity and improvement to the governance leaders for decisioning, solutioning, and resourcing.
• Communicates clearly to ensure learning initiatives are embraced by all.
• Promotes growth mindset and continuous learning culture in market by acting as a change agent and reinforcing learning opportunities in the market.
• Stays up to date with ArchWell Health processes, workflows, standards, systems, industry learning trends, research, and best practices to deliver relevant and impactful training.

• Meets performance targets measured through key performance indicators for operations as well as effectiveness of learning delivery efforts.
• Cross-covers other Market Support Champion as needed.
• Up to Travel required at 90%.

Additional duties as an interim Center Manager include (do these match with the CM position description?)

• Creates a positive and productive work environment to attract and retain staff, providers and members.
• Supervises, coaches and mentors a multi-disciplinary team, building a culture of operational excellence, customer service, and teamwork.
• Ensures all systems are running efficiently, including scheduling and billing; continuously monitors administrative team to provide feedback and coaching in use of systems.
• Oversees all compliance, including physician documentation and coding audit program, member and staff safety regulations and HIPAA guidelines for member/employee confidentiality.
• Conducts regular staff meetings to gather feedback, develop best practices and develops teamwork.
• Oversees resource management, ensuring the center is appropriately staffed to meet business needs and expected growth.
• Ensures financial targets are met and adheres to cash management, financial reporting and other financial responsibilities.
• Accountable for the needs of the center, as well as its physicians, clinicians and care teams for high-quality member care.

Required Skills/Abilities

• Strong communication skills to convey complex information simply and effectively.
• Possess strong problem-solving skills to address challenges or issues that may arise. This includes the ability to think critically, find creative solutions, and adapt to unexpected situations.
• Strong knowledge of healthcare functions particularly in adult primary care settings, including clinical functions, medical billing and coding procedures, reimbursement practices, and quality improvement initiatives.
• Track record of developing and implementing processes for providing excellent customer service.
• Ability to effectively leverage business and organizational knowledge within and across functional areas.
• Must possess a high degree of emotional intelligence and integrity; driven and focused work ethic.
• Self-starter with the ability to think creatively and work effectively.
• Ability to work effectively with various seniorities and diverse populations including staff, providers, members, family members, insurance carriers, vendors and the public.
• Proven track record of coaching and training specifically for a leadership role.
• Interpersonal skills to engage with a diverse workforce.
• Knowledge of EMR systems for smooth workflow.
• Ability to identify and close knowledge gaps collaboratively.
• Growth mindset with ability to embrace and support change.
• Strong presentation skills.
• Strong emotional intelligence and lives the ArchWell Health values in all interactions.

• Ability to be flexible and adaptable to different learning styles, participant needs, and unexpected changes or challenges that may arise during training sessions.

Education and Experience:

• Bachelor's degree in Healthcare Administration, Business Administration, or a closely related discipline preferred
• Experience in formal and informal training delivery preferred.
• Experience in project management and record-keeping preferred.
• A minimum of 5 years of related work experience in a medical clinic, hospital, or hospitality setting required.
• A minimum of 3 years supervisory/managerial experience in a medical clinic, hospital setting, or similarly regulated environment required.
• A passion for mentorship and team-development, particularly across multiple functional areas.
• A problem-solving orientation and eagerness to identify process gaps and implement practical solutions in a matrixed organization.
• Fluency in Spanish or other languages spoken by people in the communities we serve (where necessary) preferred.

• Embodies and serves as a role model of ArchWell Health's Values:




• Be compassionate
• Strive for excellence
• Earn trust
• Show respect
• Stay resilient
• Always do the right thing

About ArchWell Health:

At ArchWell Health, we're creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life.

Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We're passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.