Serve as the primary point of contact for providers and internal teams regarding telehealth regulations, DEA requirements, PDMP, licensure, prescribing standards, and internal Medical Operations policies
Interpret regulatory and policy requirements and provide clear, practical guidance that supports compliant care delivery without unnecessary escalation
Identify recurring questions or areas of confusion and proactively recommend SOP updates, training needs, or workflow refinements to reduce operational friction
Lead initial investigation, triage, and resolution of operational, clinical, or compliance-related issues raised by providers, support teams, or internal stakeholders
Act as a trusted operational partner to providers by ensuring timely, accurate responses to day-to-day questions impacting workflows, documentation, prescribing, and care delivery
Directly supervise and manage the Provider Administrative Support Team, including offshore or overseas administrative assistants, in partnership with HR
Maintain and continuously improve Medical Operations SOPs, decision trees, and escalation protocols in alignment with current regulations and internal standards
Participate in a rotating weekend on-call schedule to support operational continuity and timely issue resolution

5+ years of experience in medical operations, clinical operations, regulatory operations, or telehealth environments
Bachelor’s degree in Healthcare Administration, Business, or related field, Master’s degree a plus
Strong working knowledge of HIPAA, DEA regulations, state licensure requirements, PDMP, and telehealth compliance frameworks, mental health experience preferred
Proven ability to investigate issues, synthesize facts, and recommend clear resolutions independently
Experience supervising and managing support teams, including offshore or overseas staff, with HR partnership
Highly organized, detail-oriented, and comfortable managing multiple concurrent issues in a fast-paced environment
Familiarity with EHR and CRM platforms and telehealth operational tools

Medical Operations Manager – Regulatory & Escalations

Key skills