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Included Health · 1 month ago

Manager, Urgent Care Operations

United States

Full-time

Remote

Mid, Senior Level

$109K/yr - $142K/yr

3+ years exp

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. As the Manager of Practice Operations for Urgent Care, you will ensure operational reliability and drive clinician performance in a 24/7 virtual practice, focusing on staffing, performance metrics, and strategic growth initiatives.

Health CareHospitalMedicalmHealth

Responsibilities

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

Qualification

Healthcare operations experienceData analyticsWorkforce management systemsProject managementLeadership communicationCollaboration skillsBachelor’s degreeExecutive presenceDynamic workforce supportGoogle Workspace proficiency

Required

Bachelor's degree required

3+ years experience in healthcare operations or clinical workforce management management

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

Exceptional collaboration skills to refine processes across teams

Successful end-to-end operational project 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

Preferred

virtual care experience preferred

Experience with use and implementation of Workforce Management systems and tools

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