Ensure seamless, compliant onboarding from first interest through clinical engagement
Build efficient pathways that connect patients, clinicians, and support teams with clarity and speed
Deliver exceptional service and outcomes to our partners, meeting defined SLAs and fostering trust.
Optimize provider capacity, scheduling, and experience through well-designed systems and support
Develop and implement forecasting models, capacity plans, and performance analytics that guide data-driven operational decisions
Work cross functionally to build the operational frameworks, workforce models, and technologies required to support a patient population significantly larger than today while maintaining margin discipline and service excellence
Lead the shift to an omni-channel, patient-preferred experience incorporating chat, voice, messaging, and automation while maintaining NPS and an empathetic interaction style with patients
Cultivate a culture of leadership, resilience, accountability, and continuous learning
Lead operational change management efforts that strengthen our adaptability, transparency, and cross-functional alignment during rapid growth

10+ years of experience in healthcare operations leadership, practice management, or large-scale consumer service delivery
Proven expertise in workforce planning, contact center management, and SLA performance optimization
Track record of leading remote teams across multiple states
Strong command of data-driven decision-making and operational analytics
Experience navigating regulated healthcare environments preferred (HIPAA, SOC2, ADA)
Demonstrated success in building scalable systems during high-growth phases
Strategic collaborator with the ability to influence cross-functional partners and lead change
Experience with telehealth or digital health is preferred
Bachelor’s degree required; advanced degree in healthcare administration, business, or operations preferred

VP, Practice Operations

Key skills