Job Summary

Reporting to the Vice President of Customer Experience Operations, the Director of Marketplace Optimization is responsible for aligning Baylor Scott & White Health's capacity with customer demand so that every customer can get the care access they need, when and where they need it. The Director leads the reconfiguration of BSWH's care delivery channels, in partnership with the Medical Group, by reinventing how the system guides customers to the most appropriate care setting and ensuring sufficient supply exists to deliver on that guidance.

Essential Functions

- Partners with Analytics and the Medical Group to build and operate a near-real-time demand model spanning immediate and maintenance care, quantifying why, how, and when customers seek care

- Works with medical group clinical experts to develop and operationalize standardized protocols that quickly and safely guide customers to the most appropriate care setting

- Leverages A.I. to accelerate protocol development and inform them with real-world data at scale

- Builds and implements the platforms and tools that embed care guidance into operations, surfacing triage and site-of-care recommendations within the system's digital front doors and contact center workflows

- Applies behavioral science techniques to protocol design and customer messaging to increase adherence to care recommendations

- Develops the approach to quantify required clinical supply and partners with Analytics and Medical group to build a predictive model that forecasts the capacity impact of guided demand

- Recommends proactive staffing, panel-size, and scheduling adjustments to Medical Group clinical leaders to balance capacity against predicted demand and unlock hidden supply

- Partners with technical teams to establish a data layer and analytics to validate safety and efficacy of care guidance protocols based on real customer outcomes

- Works with Medical Group clinical experts to monitor protocol safety and efficacy

Key Success Factors

- 7+ years of experience innovating and leading within healthcare operations, care delivery, care navigation, or product leadership; cross-functional program leadership preferred

- Demonstrated command of care guidance standards and clinical workflow design for navigating customers across sites of care

- Clinical credibility to partner effectively with physician leaders, the Medical Group, and contact center operations

- Strong demand and capacity modeling and data fluency, including the ability to partner with Analytics on predictive demand and supply models

- Proven track record building and scaling digital products and platforms

Minimum Requirements

- Bachelor's or 4 years of work experience above the minimum qualification

- 5 Years of Experience