Senior Manager, Clinical Operations
Ophelia
The Role
The work of our Clinical Operations team is critical to ensuring Ophelia provides high quality, cost-effective clinical services for our patients. This role is not just about maintaining and scaling the status quo, it is about enabling Ophelia to innovate and implement clinical services that increase the impact we have with our patient population.
The ideal candidate is a strong people leader with a proven ability to navigate complex operational processes, who drives clarity and progress from ambiguity, and who thrives in cross-functional project teams. Reporting directly to the Senior Director of Clinical Services, you will play a critical role in defining and executing the strategy to efficiently scale our clinical services, both in volume and breadth, while maintaining high standards of quality and cost-effectiveness.
As the Senior Manager of Clinical Operations, you will lead a small team of early and mid-career Operations Associates dedicated to designing, implementing, and improving efficient and robust processes that enable a team of over 100 advanced practice practitioners, registered nurses, and collaborating physicians to deliver best-in-class clinical care for our patients. Today, our operations enable our clinicians to complete over 200,000 synchronous telehealth visits each year, and we’re looking to further mature our operations to support continuous growth in our clinical team, our patients, and our volume of patient visits.
Our Clinical Operations team is accountable for supporting the full lifecycle of our clinical organization including:
- Designing and maintaining hiring & onboarding processes and systems
- Managing clinicians’ calendars and patient panel sizes to optimize utilization of our patient-facing clinical capacity
- Working with our clinical leadership team and product team to launch new care workflows with our proprietary EMR
- Partnering with clinical and non-clinical patient-facing teams to identify root causes of recurring issues and implement sustainable solutions
- Supporting the ongoing training and development of our clinical workforce
- Manage and source external vendors to support key clinical processes (e.g., EPCS, urine drug screens, LMS)
Responsibilities and Outcomes
- Lead our Clinical Operations team to enable continued scaling of our clinical workforce while increasing the ratio of clinical staff to operations staff
- Collaborate with Ophelia’s Senior Director of Clinical Services to develop shared OKRs that align with company priorities and consistent delivery of KPIs
- Implement systems and processes to support new or evolved care offerings for our patients
- Design and implement a cross-licensure strategies for licensed clinical staff that align with patient growth targets
- Improve the sustainability and scalability of core clinical operations processes
- Manage and improve vendor performance to increase the effectiveness of our clinical processes
- Lead the implementation and ongoing execution of department strategies
- Clearly articulate our hypotheses including the connection between controllable inputs and the outputs/outcomes of interest
- Define, measure, and report on controllable input metrics
- Collaborate with the Senior Director of Clinical Services and our Clinician Managers to develop and implement effective performance management processes
- Collaborate with Ophelia’s Technology team trios (Product Manager, Designer, and Engineering Lead) to inform and implement technology improvements consistent with company priorities and departmental strategies
We’re looking for someone who
- Has 5+ years leading operations teams in healthcare; experience with cross-licensing strategies and navigating par/non-par clinician statuses
- Experience with collaborative physician assignments and EPCS systems is a plus
- Articulates and applies structured approaches to solve problems and to drive progress on identified priorities
- Leverages data to develop and test hypotheses
- Expert in spreadsheet modeling and data manipulation; SQL experience is a plus
- Experienced in leveraging business information systems to facilitate effective sharing and regular review of key metrics
- Proactively seeks out relevant business context to enable independent decision making and appropriately escalates to their manager
- Proactively develops strong cross-functional partnerships demonstrating a “same team” mindset
- Demonstrates strong written and oral communications adapted to the appropriate audience
- Enables team members to drive independent progress on key initiatives both within the department and in cross-functional teams
Our Benefits Include:
- Remote work anywhere in the United States
- Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
- 20 days of PTO per year
- One-time Work From Home Stipend
- 10 company holidays
- 401k Contribution Platform
- Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!
#LI-Remote
- We set compensation based on the level and skills required for the role. We value pay transparency and equity, and are committed to fair pay. In order to prevent pay disparities and reduce time spent in negotiations, we take a “first and best” offer approach: this means we’re not holding any compensation back from our candidates, and you can feel confident that our pay is fair and does not vary based on the strength of someone’s negotiation skills.
- Compensation is dynamic at Ophelia: as long as the company performs well and meets our targets, there will be opportunities for increased compensation annually. We’re happy to discuss this approach and our bands if you have questions during the interview process.
Interested in learning more about Ophelia and this role? Apply to work with us!
