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Chief Operating Officer


Chief Operations Officer

DEPARTMENT: Administration


REPORTS TO: Chief Executive Officer

SUPERVISES: Directors / Managers of the Operations Departments

Reporting to the Chief Executive Officer and as a peer to the other executives, the Chief
Operations Officer (COO) is a key leader within the health plan and has the authority to enhance
the internal organizational processes will allow Chinese Community Health Plan (CCHP) to
continue to grow and fulfill its mission. The incumbent assists the CEO in implementing the
organization’s strategic goals by partnering and regularly interfacing with peer executives. The
COO has accountability for the following functions: Sales and Marketing, Member Services,
Product Development, Provider & Network Management, and the Covered California program.


? Responsible for the accurate and timely provision of information and documentation
within the Sales and Marketing, Member Services, Provider and Network Management
Departments. These departments are the key points of contact for members and providers
and serve as the primary intake for eligibility and areas of interchange between the Plan
and its partners.
? Accountable for operational compliance with state and federal contracts.
? Accountable for ensuring internal operational compliance with third party administer
(TPA) agreements.
? Drives the uptake and use of continuous improvement tools to streamline health plan
? Responsible for maintaining functional relationships with provider partners.
? Train and guide managers on improving operational efficiencies within their respective
? Accountable for appropriate deployment of performance reviews and effects change as
needed to improve services, simplify work flow, and ensure compliance with regulatory
? Accountable for customer satisfaction and member experience.
? Motivate staff and take necessary steps to ensure that outstanding service is provided at
all times to both internal and external customers.
? Identify, implement, monitor, measure and report on the appropriate performance goals
and metrics aligned with and supportive of CCHP strategic goals and objectives.

As a member of the Executive Team:
? Communicate effectively the Plan’s mission, vision, goals/objectives, and strategy to
staff members and external stakeholders;
? Collaborate to refine and enhance the organizational structure that best serves the Plan’s
mission, vision, goals/objectives, and strategy:
? Take an active role in setting the annual budget;
? Sustain a creative and welcoming work culture with high ethical standards.
? The COO must have the ability to hire high performing staff and terminate nonperformers.
S/he must resolve differences between team members and keep them working together in a common direction.

? Assist CEO to identify, investigate and evaluate new opportunities to meet strategic objectives or realize core values


1. Management
Managing Projects or Programs: Structures and directs projects and programs. Ensures the projects
or program’s goals, purpose, and criteria for success are clearly defined.

Planning and Organizing: Defines tasks and milestones to achieve objectives, while ensuring the
optimal use of resources to achieve those objectives. Identifies the sequence of tasks and the resources
needed to achieve a goal, and prioritizes key action steps. Anticipates the impacts and risks of decisions
and actions.

Staff Management: Gives staff ongoing, constructive feedback on their performance and progress in
light of expectations and goals. Presents clear expectations to staff and holds them accountable.
Differentiates between high and low performance. Rewards and recognizes hard work and results.
Addresses performance issues promptly and corrects poor performance.

Fiscal Accountability: Follows fiscal guidelines, regulations, principles, and standards when
committing fiscal resources or processing financial transactions. Monitors budget usage and ensures
critical costs are covered.

2. Leadership Effectiveness
Mentoring and Coaching: Enables others to grow and succeed through feedback, instruction, and
encouragement. Takes time to observe behaviors that contribute to or detract from others’ success.
Highlights performance strengths and weaknesses by giving factual, specific, non-judgmental feedback.

Strategic Vision: Translates the strategic vision for a program or the organization into clear strategies,
and effectively executes those strategies.

Leadership: Creates a positive work environment where all staff are motivated to do their best.

Business Alignment: Aligns the direction and performance of the business unit with the rest of the
organization. Understands how the roles, products, and services of own work unit relate to and impact
those of other work units. Sees the interrelationships between parts of the organization.

3. Communication: Ensures that important information from management is shared with employees and
others as appropriate. Helps others resolve complex or sensitive disagreements and conflicts.

4. Teamwork: Promotes cooperation and commitment within a team to achieve goals and deliverables.
Gives honest and constructive feedback and shows willingness to receive feedback from peers.

Relationship Building: Encourages team unity through sharing information or expertise, working
together to solve problems, and putting team success first.

5. Decision Making and Judgement: Coordinates ideas and resources to achieve goals. Identifies,
collects, and organizes data for analysis and decision-making.

6. Continuous improvement: Be Adaptability & Flexibility. Responds positively to change, embracing
and using new practices or values to accomplish goals and solve problems. Demonstrates openness to
new organizational structures, procedures, and technology. Develops improved ways of doing things,
including new approaches or methods.

7. Customer Service: Builds and maintains customer satisfaction with the products and services offered
by CCHP. Provides excellent service to internal and external customers

8. Work Product Quality
Ethics & Integrity: Takes responsibility for own work, including problems or issues.
Results Focused: Willingly puts in extra time and effort in crisis situations; goes the “extra mile” to
ensure the goal is met. Sets high goals and works doggedly to achieve them. Pushes self and others to
reach milestones.

? Knowledge of California health care structure, especially government-subsidized care.
? Strong operational experience: Ideally has worked in a senior management role for 10+
years with progressive experience leading to at least three years’ experience in
operational/administrative management
? Demonstrated experience in financial planning and analysis.
? Skills required include organizational development, personnel management, budget and
resource development, and strategic planning; demonstrated success developing and
monitoring systems to manage both operational and programmatic work that involve high
levels of collaboration.
? Minimum of a Bachelors’ degree, ideally with an applicable advanced degree (MBA,
CPA, MPA, MPH) preferred.
? Excellent people skills, with an ability to partner with a dynamic leadership team.
? Personal qualities of integrity, credibility, and commitment to the mission of CCHP.
? Flexible and able to manage competing priorities; can work within an ambiguous, fastmoving
environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting
priorities and guiding investment in people and systems.


10+ years of experience in managed care operations management


? Written:
o Ability to write clearly in English
o Ability to analyze, evaluate and clearly present written information and findings
? Verbal:
o Ability to present complex concepts
o Ability to present to large audiences
? Interpersonal:
o Ability to interact well with co-workers and outside contacts


? Internal:
o All levels of company staff
? External:
o Brokers, employer groups, delegated entities
o Suppliers, vendors, consultants
o Provider groups, providers and other trading partners
o Community leaders


? PC literacy required; MSOffice skills (Outlook, Word, Excel, PowerPoint)
? Regularly required to operate standard office equipment (personal computer, photocopy
machine, fax machine, etc.)
? Ability to work on a computer up to 7 hours a day.
? Regularly required to sit for periods of time, stand and walk.
? Regularly required to use hands to operate computer and other office equipment.
? Close vision required for computer usage.
? Occasionally required to stoop, kneel, climb and lift up to 25 pounds.


Standard office environment without unpleasant or hazardous conditions. Work entails typical
physical demands involved in office work. May require occasional weekend and/or evening

NOTE: This description is not intended to be construed as an exhaustive list of duties,
responsibilities or requirements for the position. This position may change or assume additional
duties at any time. The employee may be requested to perform different or additional duties as

Compliance Requirements:
Complies with CCHP Compliance Handbook including Code of Ethics and all statutes,
regulations, guidelines applicable to federal and state programs. Responsibilities include,
following the guidelines and reporting suspected violations of any statute, regulations,
agreements or guidelines applicable to all healthcare programs.

Last Edited: May 31, 2019

Time:  Full time
Salary:  Salary
Category:  Operations

Updated: 6/25/2019 3:33:25 PM

Job Contact:
Nolia Lai

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445 Grant Ave
San Francisco, CA 94108