Senior Manager, Telehealth Clinical Operations

Summary

Join Henry Meds as a Senior Manager of Clinical Operations and lead the evolution of clinical protocols and workflows for our telehealth platform. Drive the development and implementation of V2 clinical operations protocols, ensuring seamless, high-quality care delivery while scaling processes to support rapid growth. Collaborate with cross-functional teams, including product, technology, clinical leadership, and business development. Establish and monitor clinical performance metrics to ensure excellence in care delivery. Oversee the design and continuous improvement of SOPs. Act as a senior liaison between the clinical team and other departments. Use data-driven insights to guide decision-making and identify opportunities for operational enhancements. Develop scalable solutions for managing provider capacity and lead the training and ongoing development of clinical staff. Stay current with industry trends and regulatory requirements.

Requirements

• Extensive experience in clinical operations, ideally within telehealth, healthcare startups, or digital health settings
• Proven success in scaling clinical operations, building protocols, and improving patient care workflows
• Deep understanding of telehealth platforms, EMR/EHR systems, and digital health tools
• Strong analytical mindset with a focus on data-driven decision-making
• Experience managing cross-functional teams and leading through change
• Familiarity with tools like GSuite, Notion, ZenDesk, Slack, and other workflow management software
• Passion for digital healthcare and a commitment to transforming patient access to care
• Leads and supports teams through complex changes, ensuring smooth transitions and minimal disruption to clinical operations by leveraging stakeholder engagement, clear communication, and structured implementation plans
• Utilizes data-driven methodologies like Six Sigma to reduce variability, eliminate defects, and optimize clinical processes, enhancing patient outcomes and operational efficiency
• Implements LEAN principles to identify and eliminate waste, streamline workflows, and create a culture of continuous improvement, leading to improved patient care and cost savings

Responsibilities

• Lead the development and implementation of V2 clinical operations protocols, including patient triage, follow-up care, and quality assurance
• Drive process improvements that optimize clinical efficiency, provider performance, and patient outcomes
• Collaborate closely with clinical leaders to align operational strategies with clinical best practices and evolving patient needs
• Establish and monitor clinical performance metrics (e.g., patient satisfaction, response times, case resolution rates) to ensure excellence in care delivery
• Oversee the design and continuous improvement of SOPs, ensuring they meet both company standards and client requirements
• Act as a senior liaison between the clinical team and other departments, fostering strong communication and alignment on strategic goals
• Use data-driven insights to guide decision-making, track KPIs, and identify opportunities for operational enhancements
• Develop scalable solutions for managing provider capacity, including contingency plans for provider shortages or platform outages
• Lead the training and ongoing development of clinical staff, ensuring they are equipped to deliver exceptional care in a fast-paced, virtual environment
• Stay current with industry trends, regulatory requirements (e.g., HIPAA, state licensure), and telehealth best practices to ensure compliance and competitive advantage

Preferred Qualifications

• Previous experience in the D2C telehealth space
• Expertise in launching new services, scaling operations, or leading clinical transformation projects
• Comfort working in a high-growth, rapidly changing environment
• Strong communication and interpersonal skills, with a collaborative leadership style

Benefits

• Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents)
• 401(k) with matching contributions beginning your first day
• Unlimited PTO (target of 4 weeks), 6 floating holidays, and 4 company observed holidays
• Fully remote position with occasional travel
• Impactful, rewarding work as part of a fast-growing brand helping thousands of people every day