Clinical Operations- Medical Practice Manager

Remote
Full Time
Mid Level

Are you a healthcare operations leader excited by the opportunity to revolutionize digestive health care and build a national-scale, telehealth-based provider group? 

Do you share our belief that telehealth and data-driven remote care can provide more accessible, convenient, supportive and holistic approaches to diagnosing, treating and controlling symptoms for GI conditions?

Do you thrive in a rapidly evolving, fast-paced environment requiring creativity, resourcefulness, high energy and an ability to adapt quickly?

 

If so, you could be a perfect fit for our team of like-minded professionals who share a common mission and passion for helping others and a desire to build an industry-leading company.

 

Oshi Health is revolutionizing GI care with a digital clinic model that provides easy, convenient access to an integrated and multidisciplinary care team that takes a holistic approach to diagnosing, managing and treating digestive health conditions.  We take time to get to know each patient, develop a personalized, whole-person care plan that includes identification of symptom triggers and prescription of evidence-based interventions, including medications, dietary changes, and mental health support.  Our care is delivered virtually through our app, secure messaging and telehealth visits.  When in-person diagnostics or procedures are needed, we take a concierge approach and coordinate access, care and follow up with local providers.

 

We are seeking a Clinical Operations– Medical Practice Manager to build and scale Oshi’s clinical, recruiting, and training teams while ensuring high quality care, high patient and provider satisfaction, and efficient care delivery. This role will report to the Director of Clinical Operations and will directly supervise our Licensing and Credentialing Specialist, Learning and Development Specialist, and Clinical Talent Acquisition Specialist. This role will also be responsible for building and scaling the Clinical Quality team and supporting operations and workflows for our clinical providers. As the Clinical Operations Manager, you will be a member of the Clinical Leadership Team.

 

What you'll do:

  • Build and scale the clinical organization: In partnership with the Head & Director of Clinical Operations, lead recruiting, hiring, training and performance management of clinical staff (including Advanced Practice Providers, Registered Dietitians, and Behavioral Health Providers) to keep up with high growth in patient demand and scale the organization nationally.  Establish Oshi as the employer of choice in the GI care and digital health industries.

 

  • Develop and maintain processes to ensure clinical compliance, education, and credentialing requirements are met:  Lead the clinical organization in meeting all licensing and credentialing requirements, including continuing education and compliance training, to ensure appropriate staffing for each state, health plan, and employer partnership and to prevent gaps in provider licensure and clinical care delivery.
     
  • Ensure consistent and efficient delivery of care in Oshi’s unique care model: Partner with Head & Director of Clinical Operations to enhance/refine clinical care delivery and measure compliance, quality, program outcomes and effectiveness. Define, implement and oversee standardized processes and procedures that drive consistent and high-quality care delivery while achieving high patient and provider satisfaction and strong gross margins. 

 

  • Prioritize technology needs for Product team: Aggregate input from clinical organization on improvements needed in patient and provider technology platform and prioritize these needs in partnership with the Product team. Train clinical staff on technical workflows with ability to translate technical concepts into clinical workflows that can be easily understood and incorporated into daily operations.


 

Results you will drive:

  • Gross margin:  impact revenue growth through controlling cost of care, impact patient satisfaction and clinical outcomes through the hiring, training, and quality management of clinical staff
  • Operational KPIs: Provider satisfaction, QRM, capacity/demand, care team time/efficiency
  • Patient satisfaction:  CSAT, NPS, provider ratings, encounter ratings
  • Patient health outcomes & symptom control scores
  • Patient quality of life and workplace productivity scores
  • Clinician satisfaction:  retention rates, feedback scores
  • Ease and speed of access to care and convenience

 

Qualities we’re looking for in candidates: 

 

  • Ready to roll up your sleeves and serve the mission and goals wherever there is a need
  • Relate your work to the key team and company goals / OKRs
  • Collaboration comes naturally, you can clearly articulate your ideas and build alignment within your team and across the organization
  • Ability to put pen to paper to distill complex clinical and operational concepts into clear frameworks, operational flows, training materials and KPIs for measurement
  • Proactive in thought and naturally considers impact of all decisions to mitigate risks and drive outcomes. 
  • Strong organizational and project management skills - Ability to oversee, manage and effectively prioritize multiple projects across a team to drive improvement in business results
  • Effective people manager that can support growth and development as the team scales
  • Centered on customer satisfaction and willingness to outreach members at any point to support in outcomes, satisfaction, and care plan delivery
  • Schedule flexibility and ability to provide oversight and coverage as needed during the evening and weekends

 

What you'll bring to the team:

 

  • Track record of success and career growth in operational roles in digital healthcare, preferably working within a healthcare delivery (i.e. provider) organization or managing multidisciplinary care teams
  • Must understand clinical concepts and translate care delivery into protocols that can be repeatedly followed to deliver quality care.  Medical training or credentials are a plus, but not required.
  • Strong communication skills, process orientation, and attention to detail with demonstrated ability to proactively identify operational and workflow gaps and swiftly build efficient solutions 
  • Experience with recruiting, hiring, onboarding, tracking staff resource utilization, arranging/coordinating work schedules, and training healthcare professionals. Motivational Interviewing experience is preferred. 
  • Highly analytical with the ability to map data to analyses useful for clinical operations, clinical outcomes and quality assurance, personnel management and financial management 
  • Understanding of clinical compliance concepts, such as HIPAA and billing compliance protocols, and quality risk management
  • Conversant enough in technology/product development to lead clinical team’s feedback and prioritization of tech platform needs, as well as train clinical staff on technical workflow developments
  • Track record of scaling teams to meet expanding demand is preferred
  • Experience and passion for people development to grow and nurture teams for success
  • Thrive in an entrepreneurial environment, comfortable with ambiguity and confident in making decisions with a passion for challenging the status quo in healthcare 
  • Operate with high integrity and accountability for results

 

Oshi Health’s Core Values:

  • Own the Outcome
  • Do the Right Thing
  • Be Direct & Open 
  • Learn & Improve
  • Team
  • Thrive on Diversity

 

Oshi Health is an equal opportunity employer that is committed to creating a diverse work environment. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributions.

Oshi Health’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from all forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clients. Harassment and discrimination in any manner or form is expressly prohibited. There is no tolerance for discrimination or unequal treatment of any kind on the basis of race, color, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health decisions, national origin, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or carrier status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law.

This practice applies to all terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, rehire, termination of employment, development and training, compensation, benefits and retirement.

 

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