Senior Manager, Clinical Operations

The Role

The work of our Clinical Operations team is critical to ensuring Ophelia provides high quality, cost-effective clinical services for our patients. This role is not just about maintaining and scaling the status quo, it is about enabling Ophelia to innovate and implement clinical services that increase the impact we have with our patient population.

The ideal candidate is a strong people leader with a proven ability to navigate complex operational processes, who drives clarity and progress from ambiguity, and who thrives in cross-functional project teams. Reporting directly to the Senior Director of Clinical Services, you will play a critical role in defining and executing the strategy to efficiently scale our clinical services, both in volume and breadth, while maintaining high standards of quality and cost-effectiveness.

As the Senior Manager of Clinical Operations, you will lead a small team of early and mid-career Operations Associates dedicated to designing, implementing, and improving efficient and robust processes that enable a team of over 100 advanced practice practitioners, registered nurses, and collaborating physicians to deliver best-in-class clinical care for our patients. Today, our operations enable our clinicians to complete over 200,000 synchronous telehealth visits each year, and we’re looking to further mature our operations to support continuous growth in our clinical team, our patients, and our volume of patient visits.

Our Clinical Operations team is accountable for supporting the full lifecycle of our clinical organization including:

• Designing and maintaining hiring & onboarding processes and systems
• Managing clinicians’ calendars and patient panel sizes to optimize utilization of our patient-facing clinical capacity
• Working with our clinical leadership team and product team to launch new care workflows with our proprietary EMR
• Partnering with clinical and non-clinical patient-facing teams to identify root causes of recurring issues and implement sustainable solutions
• Supporting the ongoing training and development of our clinical workforce
• Manage and source external vendors to support key clinical processes (e.g., EPCS, urine drug screens, LMS)

Responsibilities and Outcomes

• Lead our Clinical Operations team to enable continued scaling of our clinical workforce while increasing the ratio of clinical staff to operations staff 
• Collaborate with Ophelia’s Senior Director of Clinical Services to develop shared OKRs that align with company priorities and consistent delivery of KPIs
• Implement systems and processes to support new or evolved care offerings for our patients
• Design and implement a cross-licensure strategies for licensed clinical staff that align with patient growth targets
• Improve the sustainability and scalability of core clinical operations processes
• Manage and improve vendor performance to increase the effectiveness of our clinical processes
• Lead the implementation and ongoing execution of department strategies
• Clearly articulate our hypotheses including the connection between controllable inputs and the outputs/outcomes of interest
• Define, measure, and report on All jobs at Ophelia →