Clinical Informatics Quality Manager

Who we are

HealthTap is a nationwide virtual primary care provider, delivering quality primary care affordably to all Americans, whether or not they have good insurance. HealthTap provides its members access to their own long-term doctor of their choice to orchestrate all their ongoing health needs every step of the way. For $15 per month, consumers can benefit from free texting with their doctor, $44 video appointments, and $59 visits for 24/7 urgent care with the first available clinic doctor. Additionally, a network of 90,000 volunteer U.S. doctors across 147 specialties gives free informational answers to health questions from HealthTap members. Each year, HealthTap serves tens of millions of consumers online and provides many thousands of doctor visits, averaging a 4.9-star rating for its doctor visits. HealthTap recently announced partnerships with Samsung — to deliver primary care through Smart TVs across the nation — as well as Amazon. The company’s telehealth platform has been validated at scale by various leaders in the healthcare industry, including its most recent recognition by UCSF Health Hub’s 2022 Digital Health Awards. For more information, visit healthtap.com.

Our Mission

To place a primary care doctor at every American’s fingertips — with or without insurance.

Summary

As a HealthTap Clinical Informatics Quality Manager on our Medical Operations team, you will lead the systematic review of clinical documentation in our quality assurance program; compile and share clinical documentation feedback directly with HealthTap Medical Group (HTMG) doctors; communicate with HTMG doctors one-on-one and in weekly email digests; assist with clinical back-office tasks, such as prior authorizations; work with HealthTap’s clinical leadership to define clinical guidelines; oversee the group that manages doctor performance improvement; respond to doctor clinical, operational, and technical inquiries; assist the Support team with inquiries from doctors and patients; interview doctors applying to HealthTap Medical Group; review articles and other materials prepared for doctors, patients, and members; and more.

Core activities:

• Coordinate with patients for additional information, if needed
• Optimize the process to enable HealthTap Medical Group to scale up
• Health/medical content review
• Performance improvement emails to HTMG doctors
• Contact insurers and pharmacies, as needed
• Review resumes from doctor applicants to HTMG and provide feedback on candidates
• Provide responses, when possible
• Collect metrics related to the activities of doctors under performance-improvement monitoring
• Review HealthTap blog posts
• Help write clinical guidelines
• Help with back-office tasks, as needed
• Collect and organize topics
• Enter the digest into HubSpot and schedule
• Interview HTMG doctor candidates
• Handle and respond to faxes related to prior authorizations
• Review articles written by Marketing and other teams
• Provide clinical guidance to HealthTap’s Support team
• Draft, finalize, and send messages to doctors about specific issues in virtual visits
• Quarterly review of HTMG doctors
• Review visit notes written by new doctors
• Visit quality reviews
• Send personalized welcome letters and letters with feedback on visit documentation
• Prior Authorizations
• Sunday Digest for HealthTap Doctors
• Review engagement emails written by Marketing and other teams
• Summarize recent issues
• Write copy and circulate to the Medical Operations team for edits
• Manage the process for reviewing HTMG doctors’ visits and their clinical documentation
• Submit electronic prior authorizations in CoverMyMeds, Availity, and other tools, as needed
• Triage questions from doctors via email, Mattermost, and other channels
• Propose action items
• Assist with doctor recruitment
• Performance improvement group
• Help write policy documents
• Contact doctors if medications are denied or with questions

Requirements:

• Minimum 3 years professional work experience in technology, healthcare, or customer support
• Registered nurse practitioner or physician assistant with a license to practice in one or more states
• Experience working at a startup is a plus
• Exceptional written and verbal communication skills
• Minimum 2 years experience delivering clinical care

Preferred Qualifications:

• Aptitude, training, and experience in clinical informatics
• Prior healthcare operations/administration experience
• Experience in performing quality assurance on doctors’ clinical practice and documentation
• Experience mentoring, coaching, or managing staff
• Experience in conducting data analysis to measure performance and identify opportunities for improvement

Attributes:

You…

• Are skilled at communicating feedback to physicians and other healthcare providers
• Are skilled at working with many different teams and clearly communicating ideas from one to another
• Enjoy operating independently and with an extreme ownership over what you do
• Maintain a positive, level-headed attitude, even when faced with challenging situations
• Are passionate about HealthTap's mission to provide universal access to high-quality, affordable healthcare
• Enjoy coaching and mentoring other staff
• Value fairness and efficiency
• Are detail oriented
• Are deeply empathetic and have a passion for helping others

Salary Range:

$70,000 - $120,000 annual base (Exact compensation may vary based on skills, experience and location).

Come join us!