[Hiring] Manager, Urgent Care Operations @Includedhealth

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As the Manager of Practice Operations for Urgent Care, you will ensure day-to-day operational reliability and drive optimal clinician performance and operational excellence in our 24/7 virtual Urgent Care practice, reporting to the Director of Practice Operations.

• Proactive, data-driven leader with workforce management and operational experience managing high-volume, 24/7 staffing and capacity planning.
• Translate analytics into staffing coverage and licensing decisions that maintain wait time and SLA targets across a 50-state practice.
• Lead a team of clinician liaisons and schedulers to ensure clinician satisfaction, productivity, engagement, and success.
• Own the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) needed to meet growth and scale goals.
• Strong data analysis and project management skills to effectively manage projects and initiatives to desired outcomes.
• Partner closely with the Director of Practice Operations and Urgent Care Clinical Leadership to operationalize strategic growth, scale, and quality projects.
• Collaborate cross-functionally to streamline workflows, enhance data-driven decision making, and represent the clinician experience in cross-functional forums.

Qualifications

• Bachelor’s degree required
• 3+ years experience in healthcare operations or clinical workforce management, ideally with direct staffing and scheduling ownership (virtual care experience preferred)
• Proven ability to use data analytics to inform multi-state staffing, performance and capacity decisions
• Demonstrated project management and leadership/influence skills with clinical teams
• Proven ability to lead a team to deliver on business impact
• Experience supporting a dynamic workforce, comprising different types of specialty/licensure, exempt and non-exempt, part and full-time, employed and independent contractors
• Strong executive presence and leadership communication skills, able to influence clinicians and operational partners effectively
• Experience with use and implementation of Workforce Management systems and tools
• Exceptional collaboration skills to refine processes across teams
• Successful end-to-end operational project delivery with measurable outcomes
• Collaborative and understanding communication across various channels
• Equipped to represent practice operations effectively with diverse teams
• Proficiency in Google Workspace and common office software

Requirements

• Own and manage data-driven clinical staffing models that effectively balance clinician availability, patient demand, and SLAs
• Own the continuous improvement of clinician scheduling practices, introducing process rigor, technical and tooling enablement, and efficiency techniques to load balance and manage patient wait times
• Manage clinician liaison team against annual KPIs to support Urgent Care growth and scale objectives, overseeing day-to-day activities and providing coaching and development opportunities
• Develop data-driven staffing and resource plans, partnering with relevant teams (CaPS, Clinical Leadership, Recruitment, Licensing)
• Oversee the execution of multi-state clinical licensing strategy for comprehensive national coverage and target member wait times across all states, 24/7
• Own clinician performance reporting and insights, partnering with Clinical Leadership to drive recommendations to support coverage, productivity, and scheduling improvements
• Own clinician-facing policies, processes, and workflows, and partner with cross-functional stakeholders to ensure accuracy and execution of policies
• Operationalize changes to clinician expectations or workflows, optimizing clinician, member, and business impact

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
• Work-From-Home reimbursement to support team collaboration home office work

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