firsthand is changing the way individuals living with Serious Mental Illness (SMI) get care – by putting them at the center of everything we do. Our peer led model aims to build trust with these individuals, many of whom have been underserved, stigmatized, deprioritized and have very often lost trust in the systems intended to serve them. Our holistic approach includes partnering with our team of peer recovery specialists, licensed social workers and nurse practitioners, and focuses on meeting them where they are and walking with them side by side, as a trusted guide, partner, and first call, on their journeys’ to wellness. 

Our aim is to not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by SMI.

We are building a team of deeply passionate problem-solvers who are courageous enough to take on one of the country’s most challenging healthcare problems. Those who are up for the task will be rewarded with deeply mission-oriented workdays, mentorship from a similarly motivated team, and a supportive culture that prioritizes learning, creativity, and fun.

The Director, Community Operations (DCO) is responsible for the management and development of the firsthand model across Virginia and ensuring a consistent, scalable, person-centric approach to care is being embraced by our community teams in their respective markets. The DCO will ensurefirsthand’s Virginia’s firsthand teams are effective in their outreach, trust-building, engagement, benefits navigation, and clinical review of individuals identified by their MCO as needing comprehensive community care. Furthermore, the DCO will support firsthand’s leadership team in the expansion of operations across Virginia and in doing so ensure best practices are adopted and implemented across all teams. We are looking for a candidate motivated to further grow an already successful healthcare business, and who has a passion for serving - and preferred personal experience with - those living with serious mental illness.

As DCO, you will:

• Oversee market-level leadership teams
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
• Partner with Clinical Operations leadership to lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission; regular visits to existing teams expected to provide in-person guidance
• Develop state-level partnerships with community partners, providers, and health plan clients
• Manage and track performance to OKRs, effectively coaching market leadership and community-based staff in close collaboration with the state Director, Clinical Operations
• Lead recruitment of community-based staff in collaboration with the People team
• Work with the People team and local leadership to address any personnel issues 
• Report directly to the COO and collaborate with VP, Operations, other state DCOs, and clinical operations leadership to share and implement best practices

• Exceptional interpersonal and communication skills, especially in working collaboratively with market leaders, community-based staff, local providers, and strategic partners
• Ability to communicate a “win-win” value proposition to community partners
• Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
• Strong management and supervisory skills, including organizing and leading initiatives across multiple teams
• Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
• Openness in sharing best practices and challenges with operational leadership team, including additional DCOs
• Proficiency with Google suite, Slack and Client Relationship Management (CRM) programs

• Prior multi-site operational leadership experience in a healthcare-focused business (preferably leading community-based teams or operations)
• Direct community experience working with individuals living with SMI
• Preferred experience in an early-stage or growth company

firsthand Benefits:

For Full Time employees, our compensation package includes base, equity and a bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, flexible vacation, and a supportive culture.

We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to getting to know you.

Unfortunately, we are not able to offer sponsorship at this time.