Senior Manager, Practice Operations

As the Senior Manager of Practice Operations for Virtual Primary Care (VPC) and Virtual Care Support (VCS), you will lead the team that drives optimal performance in VPC and VCS clinical service lines and improves integration toward value-based care delivery models. You are a proactive and dynamic leader with experience driving cross-functional initiatives. Using data insights, you'll manage clinician resources (staffing, scheduling) and our multi-state licensing strategy to meet program Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and scale operations. Collaborating with Clinical leadership and across Included Health, you'll streamline clinical administrative functions, enhance data-driven decision-making, and optimize staffing and national coverage with clinical teams. You bring strong project management skills to new program launches and clinician initiatives. If you're a mission-driven, data- focused on improving healthcare efficiency, this is your opportunity.

Responsibilities: :
• Oversee & manage program KPIs for the frontline clinical staff working across the Virtual Primary Care (VPC) and Virtual Care Support (VCS) teams
• Create and implement data-driven staffing and resource plans, partnering with relevant teams (Forecasting, Clinical Leadership, Recruitment, Licensing)
• Drive a POV on the technical enablement and tooling optimization opportunities to drive operational efficiencies for scale and clinical outcomes.
• Develop and oversee multi-state clinical licensing strategy for comprehensive national coverage
• Manage scheduling utilization and workload distribution across states, considering licensing and operational needs and seasonal demand curves
• Improve scheduling practices through strategies like load balancing and increased transparency
• Establish and analyze key metrics to drive operational effectiveness and identify improvements
• Lead clinical initiatives and program launches

Required Qualifications: :
• Bachelor’s degree required, Masters preferred
• 5+ years experience in virtual care delivery, with 3+ years leading operational strategy or practice operations at scale, ideally within virtual primary care
• Proven ability to use data analytics (reporting, modeling, interpretation, analytic software)
• Demonstrated project management and leadership/influence skills with clinical teams
• Strong experience supporting a dynamic clinician workforce, comprising different types of speciality/licensure, exempt and non-exempt, part and full-time, employed and independent contractors
• Strong understanding of value-based care models
• Strong executive presence with experience influencing senior clinical/operational leaders and driving decisions cross-functionally
• Experience with EHR systems and care management data analytics tools
• Successful project delivery track record
• Ability to represent practice operations effectively cross-functionally
• Proficiency in Google Workspace and common office software
• Able to work schedule: Local time 8AM-5PM or 9AM-6PM

Physical/Cognitive Requirements::
• This is a remote position. Prompt and regular attendance at assigned remote work location
• Capability to remain seated in a stationary position for prolonged periods
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer / laptop) may be required

The United States new hire base salary target range for this full-time position is:

$128,230 - $198,610 + bonus + equity + benefits

Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
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

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.