Director of Operations Excellence

About OncoHealth OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types. About the Role The Director of Operations Excellence will lead the design, development and continuous improvement of non-clinical operations processes within our utilization management business unit. This role will be responsible for optimizing the efficiency and accuracy of case intake, non-clinical review and case processing, call center management and internal handoffs needed for case review and communication of determination statuses. By harnessing business intelligence and data driven decision making, this role will improve process efficiency and work allocation while ensuring superior client outcomes. Primary Responsibilities Operational Transformation, Strategic Partnerships & Change Leadership Partner with the VP of Non-Clinical Operations and executive leadership to assess operational performance, identify organizational and process gaps, and develop strategies that improve scalability, efficiency, quality, compliance, and client outcomes. Lead enterprise-wide operational transformation initiatives that align business objectives, operational capabilities, and client expectations. Develop and execute operational maturity roadmaps, including key performance indicators (KPIs), transformation initiatives, and continuous improvement strategies. People Leadership, Workforce Planning & Team Development Provide leadership and operational oversight for the Quality, Customer Support, and Call Center functions, ensuring alignment with organizational goals, client expectations, service level commitments, and departmental performance metrics. Operational Workflow Design and Optimization Lead cross-functional teams to map, design, implement, and optimize non-clinical workflows, including intake, triage, case routing, and clinical and administrative handoffs. Identify operational bottlenecks, inefficiencies, risks, and capacity constraints and implement scalable solutions to improve performance and service delivery. Assess workflow effectiveness and operational processes to improve efficiency, quality, turnaround times, and customer experience. Continuous Improvement of Role Design and Work Allocation Evaluate operational roles, responsibilities, team structures, and workload distribution to improve efficiency, productivity, and employee experience. Lead initiatives to simplify operational processes and role design to improve quality, reduce training time, and accelerate onboarding. Identify opportunities to improve service levels, turnaround times, and operational scalability through role specialization and workforce optimization. About You Bachelor’s degree required. MBA or MHA preferred. Certification: Six sigma certification preferred. PROSCI or other change management certification preferred. Typical years of experience are 10 years’ relevant experience. 8+ years of progressive experience in a healthcare operations role. Deep knowledge of healthcare operations with utilization management experience strongly preferred. Proficiency in process mapping, LEAN or Six Sigma methodologies. Strong data analysis and analytics skills, including proficiency with BI tools and operational dashboards. Excellent communications with stakeholders across all teams and org levels. Systems/Tools: Microsoft Office. Must have a designated, quiet workspace that allows for uninterrupted handling of calls and confidential conversations. Workspace must be PHI‑compliant, ensuring privacy and always safeguarding protected health information. About the Location OncoHealth is committed to remote, hybrid or in office work options. The majority of the team will be remote or in hybrid work arrangements with offices in Atlanta, GA and Guaynabo, PR. We are open to employees nationwide but work primarily in the Eastern and Central Time Zones. Our Culture Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success. Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation – all with a focused mission of putting patients first! We offer a full benefit package on your first day, along with a company bonus. You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social activities and community events matter. We enjoy being together! OncoHealth is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on qualifications, merit, and business need. The Opportunity The cost of cancer related medical services and prescription drugs in the United States is expected to reach $246 billion by 2030. OncoHealth has enjoyed rapid growth over the past 3 years and seeks smart, collaborative people to join its team. We have just under 250 team members, so we can move swiftly but precisely to the market needs of our customers. Strongly backed financially by Arsenal Capital Partners & McKesson Corporation, we remain in an investment and growth mode. This means we are open-minded to how we get the work done – now is the perfect time to talk to us! Our Current Solutions Through the use of OncoHealth's utilization management system, OneUM , our customers can use a single e-Prior Authorization portal for all oncology drug request and treatments. Our system improves quality of care, reduces provider abrasion and gives health plans visibility into the total cost of oncology treatment. OncoHealth offers Oncology Insights Pro , an analytic software solution that enables health plans to use data and analytics to improve oncology programs. Using real world data, our engineers normalize data to create analytic dashboards with drill down compatibilities. The data is the paired with expert guidance providing the strategies an insight needed to keep up with the continuing evolving cancer treatment landscape. OncoHealth offers Pharmacy Consulting services to health plans and pharmaceutical companies. New cancer treatments are entering the market at an unrelenting pace. Since 2018, the FDA approved 121 new cancer applications including 49 novel cancer drug entities. Our Board-Certified Oncology Pharmacologists can help health plans update drug policies, offer utilization management and formulary advice, and development training for staff. OncoHealth's latest offering is Iris , a digital telehealth platform that delivers personalized, oncology-specific support to navigate the physical symptoms and emotional challenges caused by cancer and cancer treatment. Powered by technology, staffed 24X7, and delivered with empathy, Iris allows patients to connect with trained oncology experts and receive personalized, oncology-specific telehealth support.