Supervisor, Practice Operations

Summary

Join Included Health as a Supervisor for Practice Operations and support clinicians in our 24/7, 50-state virtual care practice. You will lead and develop the Urgent Care clinician liaison and scheduling teams, focusing on shift coverage, clinician experience, and process improvement. Key responsibilities include managing daily operations, resolving escalations, optimizing scheduling workflows, meeting service-level goals, and supporting clinician productivity. This is a fully remote role reporting to the Senior Manager, Practice Operations. The role requires experience managing people in healthcare operations or scheduling, along with strong knowledge of provider scheduling systems and data analysis. Included Health offers a competitive salary and benefits package, including remote work, paid time off, parental leave, and comprehensive health coverage.

Requirements

• 1+ years of experience managing people, ideally in healthcare operations or scheduling teams
• 5+ years of experience in healthcare operations, with a preference for virtual care or multi-state scheduling
• Strong knowledge of provider scheduling systems, real-time shift management, and staffing logistics
• Comfortable using data and dashboards to track performance and guide decisions
• Superior verbal and written communication skills, with a focus on effectively conveying sensitive information
• Experience supporting operational teams through process or system changes
• Comfortable working cross-functionally with clinicians, leadership, and internal stakeholders to ensure alignment
• Demonstrated ability to maintain accurate documentation, schedules, and reports across systems
• Passion for improving healthcare access and supporting care teams
• Prompt and regular attendance at assigned work location
• Capability to remain seated in a stationary position for prolonged periods
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer / laptop) may be required
• Capability to work with leadership, employees, and members in an appropriate manner
• Travel, as needed

Responsibilities

• Oversee day-to-day operations of the liaison and scheduling teams, providing real-time logistical support and acting as the first point of escalation
• Coach and develop team members through regular feedback, performance management, and growth opportunities
• Collaborate with your manager to implement strategies that improve operational workflows and clinician support
• Optimize scheduling processes using innovative tools and AI-driven solutions to improve shift coverage, wait times, and service-level goals
• Manage real-time scheduling adjustments, communicate staffing needs, and provide regular updates to leadership
• Own documentation of workflows, escalation protocols, and standard operating procedures
• Monitor KPIs (e.g., clinician productivity, member wait times, visit availability) and drive continuous improvement based on performance data
• Ensure seamless onboarding for new clinicians, including schedule readiness, licensure confirmation, and system access
• Maintain accurate rosters, leadership structures, and capacity reporting for workforce planning
• Partner cross-functionally to align staffing strategy with organizational goals and drive clinician-facing process improvements
• Model our core values and contribute to a culture centered on outcomes, accountability, and high-quality patient care

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