Job Description

Management Services Organization (MSO) Operations Director

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

Cancer patients need an advocate. Cancer care needs an overhaul. That’s why we’re here.

Ora is the first and only value-based cancer care ecosystem purpose-built to elevate the patient experience, drive down cost, and forge a sustainable future. 

By combining a managed network of independent, community-based oncologists with responsive, seamless virtual care, Ora delivers real-time symptom management, avoidance of hospitalizations, early palliative interventions, and so much more-all while elevating the care patients receive and making spend more predictable. 

We’ve created a unique partnership model that delivers flexible risk-based contracts for health plans, risk-bearing organizations, and employers to shift accountability for cancer care to Ora, ensuring that cancer dollars are spent purposefully, responsibly, and focused on the member outcomes that matter most.

The Director of Medical/Management Services Organization Operations will have operational responsibility of the day-to-day and strategic operations of the MSO Team, owning targets and budgets. The role is responsible for delivering best-in-class experiences for both our providers and our patients. Reporting to the VP of Operations, the Director of MSO Operations will be an essential leader in driving strategies as we scale to maintain our exceptional quality of care and to improve patient outcomes.

Job Responsibilities

  • Provide overall leadership to MSO team members to achieve key measures of success, while enhancing operating margins and delivering industry-leading Customer Satisfaction results as measured by Net Promoter Score and other satisfaction metrics.
  • Responsible for the operational leadership of centralized MSO team members servicing patients across multiple locations. Build, lead, and manage growing and high-performing service center culture of accountability with structured coaching and ongoing career development, service focused training, performance management, and quality assurance program management, all while ensuring high employee satisfaction.

  • Proactively initiate and drive change in processes, tools and capabilities. Identify training opportunities, workflow enhancements, new patient-facing capabilities, and new measurement tools.

  • Build and foster relationships within a matrix organization structure to proactively resolve issues, drive efficiencies, and champion the service-centric strategy in a healthcare delivery environment.

  • This role requires a travel commitment of potentially 25-40% early on and depending upon geography of clinic assets, network, and call center operations.

Skills, Education and Additional Information

  • Bachelor’s degree required. Advanced degree strongly preferred.
  • Relevant operational experience in healthcare delivery; clinic environment strongly preferred
  • Experience in supporting risk based delivery of care
  • Experience managing large clinical teams and a demonstrated track record of retaining top talent, managing fiscally sound, efficient, and responsible operations
  • High degree of familiarity with CRM systems and call center operations
  • Entrepreneurial, flexible, self-starter
  • Track record of driving strategic and performance outcomes
  • Excellent communication skills, verbal, written and presentation to effectively facilitate remote resources and inspire C-Level engagement
  • Strong analytical and critical thinking skills combined with bias toward action
  • Tenacity and relentless energy in developing solutions amidst ambiguity and complexity
  • Effectively solve problems and orchestrate higher level strategies, goals and plans in response to fast-paced changing business conditions

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit:  Jobs.cancercenter.com to begin your journey.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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