Job Description
Director, Virtual Care Operations
REMOTE
OPERATIONS VIRTUAL CARE OPERATIONS
FULL TIME
REMOTE
About Eden Health
Eden Health is a nationally recognized medical practice on a mission to create a world where every person has a relationship with a trusted healthcare provider. Working with employers across the country, Eden Health offers employees 24/7 digital care, same-day in-person primary care, mental health services, physical therapy, and benefits navigation. The Eden Health team is driven by a patient-centric approach, delivering relationship-based collaborative care. With this model, our clients have healthier workforces, increased productivity, and reduced healthcare costs. We are committed to diversity, equity, and integrity, and our teams reflect this. Our hope at Eden Health is to create an environment where each person can do the best and most important work in their careers.
What you will be doing:
As the Director of Virtual Care Delivery, you will be contributing to our best-in-class concierge experience for our members by creating the workflows and team that will ensure patients are able to build longitudinal primary care relationships with Eden’s world-class virtual provider team. You will work cross-functionally with our clinical, operations, engagement, access, finance, and product teams to prepare our virtual offering to execute on the highest quality and service virtual medical care at a rapid scale. This role will be a part of the clinical operations team and reports directly to the Senior Vice President of Care Delivery, Shannon Shiels. This role can be located anywhere in the U.S.
What success looks like:
- Deliver a virtual care service that creates memorable, top tier, 5 star patient experiences for every patient, every time that meets SLA targets and adheres to Eden’s service philosophies
- Lead cross-functional teams in developing telemedicine workflows, care delivery programs, and best-practice standards
- Meet all virtual care business line metrics and goals, including P&L targets; plan and execute on relevant interventions to close gaps
- Work with appropriate stakeholders to create strategic operating plans for future quarters and deploy Eden’s system for management to align field work to your larger strategic goals and active daily manage to successful outcomes
- Consult with Eden’s access and workforce management team to ensure staffing meets patient demand and flexes up with surges
- Drive the mapping and gap assessment of the patient journey to inform the product roadmap, working proactively to integrate new tech and processes when necessary to drive the business or patient experience forward
- Scale our virtual care operations team as we grow by building, training and developing a rock star team
- Stay up to date on the virtual care landscape including competitive products, shifting legal and compliance issues and partner with clinical leadership on changes in standards of care and clinical guidelines
What you will bring:
- 6+ years of management experience in healthcare operations
- 3+ years of management experience in telemedicine
- Proven track record of working closely with product teams to inform customer experience and workflows
- Demonstrated achievement in hitting goals, even in the face of obstacles
- Accomplished workflow and process developer
- Ability to collaborate cross-functionally with a broad range of stakeholders
- Excellent communication and presentation skills, including experience communicating insights through data with senior-level executives
- Strong relationship-building skills and communication skills
- Humble, not territorial, collaborative, high EQ
Why Eden Health
- Remote first company and culture
- Series C Healthtech startup with a mission-driven team that’s passionate about helping every person have a relationship with a trusted healthcare provider
- Competitive salary and equity compensation package
- Medical, dental, and vision insurance and commuter benefits
- Learning and development budgets to help you grow and bond with your team
- Positive, inclusive, supportive culture cheering you on your journey
- Strong and quickly growing client base of America’s leading employers
The base salary range for this role is $156,000 to $195,000 and is determined based on experience, geography, and qualifications. The base salary is one component of the total compensation package, which includes equity, PTO, and other benefits.
While the majority of Eden Health positions are remote-first, we are a company that values building trusted relationships. To achieve this we have programming and events which require us to be in person, including team and company-wide meetings. To ensure everyone’s safety, we require all employees to be fully vaccinated against COVID -19, subject to reasonable accommodations for medical conditions or sincerely held religious beliefs.
Eden Health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.