Practice Operations Supervisor

Responsibilities

• Lead and Develop Remote Clinician Liaison Team:
• Lead a team of remote Clinician Liaisons supporting Included Health’s Behavioral Health clinicians.
• Oversee day-to-day activities, providing coaching and development opportunities.
• Ensure team members are motivated, challenged, and effectively delivering on team initiatives.
Culture Building and Leadership:
• Model a culture reflective of our Core Company Values and Leadership Competencies.
• Advance our “Best Place to Work” culture built on trust and performance excellence.
Policy and Workflow Oversight:
• Maintain a thorough understanding of clinician-facing policies, processes, and workflows.
• Partner with cross-functional stakeholders to ensure accuracy, applicability, and currency of policies.
Reporting and Data Analysis:
• Take ownership of reporting vertical, creating reports and providing organized data to support decision-making.
• Support reporting needs for NAV/CCM Practice Operations Specialist.
Partnership and Collaboration:
• Partner with Clinical Leadership on practice task ownership and escalation workflows.
• Ensure consistency and compliance with workflows across teams.
Performance Management and Training:
• Address performance issues as they arise, supporting team members with processes and expectations.
• Oversee training and onboarding of new team members.
• Delegate ownership of projects, ensuring timely completion and accuracy.
Cross-functional Support:
• Work with Included Health leaders to support key initiatives and resolve issues.
• Partner with TAO on clinician escalations and appropriate escalation processes.
Practice Optimization and Management:
• Manage load balancing and capacity optimization tasks.
• Assign state licensure, monitor access trends, and take action to optimize utilization and access.
• Support practice performance metrics achievement through addressing clinician performance issues.
Additional Responsibilities:
• Undertake additional activities and initiatives as assigned by the Sr. Manager, Practice Operations - BH, NAV & CCM.

Required Qualifications

• 5+ years related experience working with clinicians in a practice management environment required, or related experience in an operations environment, ideally in a virtual care setting
• Proven ability leading a team to deliver on business initiatives
• Budget and cost conscious, ability to make decisions that are balanced from both a business and clinical perspective
• Superior verbal and written communication skills, along with the ability to relay sensitive messaging effectively and with empathy. Must be comfortable communicating via email, phone and video conferencing.
• Superior interpersonal skills and ability to interface and represent practice operations effectively cross functionally and with the clinical practice
• Excellent time management skills with ability to work independently and balance individual workload, while also leading team projects and meeting practice operation deadlines
• Detail oriented with excellent analytical and problem-solving skills
• Strong ability to read and interpret reports and accurately identify issues and trends using analytic software
• Ability to perform well in a high-paced environment, proficiently move through ambiguity and able to quickly adapt to change
• Proficient in Google Suites and other common office software

Preferred Qualifications

• 1-2 years of people management experience highly preferred
• Experience working with Therapists and Psychiatrists highly preferred

Physical/Cognitive Requirements

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient 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.
• Ability to interact with leadership, employees, and members in an appropriate manner.