Clinical Operations Manager Jobs

Oshi Health – Clinical Operations Manager

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.

About Oshi Health

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.

Oshi Health’s Core Values:

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

About the role:

We are seeking a Clinical Operations Manager to build and scale Oshi’s care coordination team while ensuring high quality care, high patient satisfaction and efficient care delivery. This role will report to the Director of Clinical Operations and will directly supervise our Care Coordination Team. This role will also work very closely with the Vice President of Clinical Operations, the strategy and operations team, product marketing team, and the medical team. As the Clinical Operations Manager, you will be a member of the Clinical Leadership Team.

What you'll do:

• 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.
• Ensure consistent and efficient delivery of care in Oshi’s unique care model: Partner with Senior Director & other Clinical Operations Managers to enhance/refine care coordination delivery, measure 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.
• Center care coordination on customer satisfaction: Lead the design and implementation of key outreach initiatives and workflows to support critical member engagement and retention. Demonstrate ability to develop conversation guides and own escalated outreach to members to drive satisfaction, outcomes, and care plan delivery.
• Build and scale the care coordination organization: In partnership with the Senior Director & Head of Clinical Operations, lead recruiting, hiring, training and performance management of care coordinators to keep up with high growth in patient demand. Establish Oshi as the employer of choice in the GI care and digital health industries.

Results you will drive:

• Patient satisfaction: CSAT, NPS, provider ratings, encounter ratings
• Patient health outcomes & symptom control scores
• Patient quality of life and workplace productivity scores
• Ease and speed of access to care and convenience
• Operational KPIs: Response time, engagement, retention and conversion rates, care team time/efficiency
• Gross margin: impact revenue growth through member enrollment/retention & controlling cost of care
• Care Coordinator satisfaction: retention rates, feedback scores

Qualities we’re looking for in candidates:

• Centered on customer satisfaction and willingness to outreach members at any point to support in outcomes, satisfaction, and care plan delivery
• Collaboration comes naturally, you can clearly articulate your ideas and build alignment within your team and across the organization
• Proactive in thought and naturally considers impact of all decisions to mitigate risks and drive outcomes.
• Ready to roll up your sleeves and serve the mission and goals wherever there is a need
• Minimum 1+ year of experience as a Clinical Operations Manager working in a fast paced virtual care environment supporting members and providers across multiple states.
• Effective people manager that can support growth and development as the team scales
• Relate your work to the key team and company goals / OKRs
• Schedule flexibility and ability to provide oversight and coverage as needed during the evening and weekends
• Ability to put pen to paper to distill complex clinical and operational concepts into clear frameworks, operational flows, training materials and KPIs for measurement
• Strong organizational and project management skills - Ability to oversee, manage and effectively prioritize multiple projects across a team to drive improvement in business results

What you'll bring to the team:

• Understanding of clinical concepts, such as health insurance terminology, eligibility, and billing
• 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.
• Passion for improving processes, maintaining keen attention to detail, and enhancing data quality
• Highly analytical with the ability to map data to analyses useful for clinical operations, clinical outcomes and quality assurance, personnel management and financial management
• 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 and passion for people development to grow and nurture teams for success
• 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
• Experience with recruiting, hiring, onboarding, tracking staff resource utilization, arranging/coordinating work schedules, and training healthcare professionals. Motivational Interviewing experience is preferred.
• Operate with high integrity and accountability for results
• Thrive in an entrepreneurial environment, comfortable with ambiguity and confident in making decisions with a passion for challenging the status quo in healthcare
• Track record of scaling teams to meet expanding demand is preferred
• 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

We take care of our people:

We’re revolutionizing GI care — and our employees are driving the change. We’re a hard-working and fun-loving team, committed to always learning and improving, and dedicated to doing the right thing for our members. To achieve our mission, we invest in our people:

We make healthcare more equitable and accessible:

• Competitive compensation and meaningful equity
• Thrive on diversity with monthly DEIB discussions, activities, and more
• Employer-sponsored medical, dental and vision plans
• Mission-driven organization focused on innovative digestive care
• Access to a “Life Concierge” through Overalls, because we know life happens
• Virtual-first culture: Work from home anywhere in the US
• Live our core values: Own the outcome, Do the right thing, Be direct and open, Learn and improve, Team, Thrive on diversity
• Tailored professional development opportunities to learn and grow

We rest, recharge and re-energize:

• Recognition of professional and personal accomplishments
• Team events, such as virtual cooking classes, games, and more
• Unlimited paid time off — take what you need, when you need it
• 13 paid company holidays to power down

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.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We will not pay any fee associated with unsolicited referrals.

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