Clinical Operations Manager

Job Description:

• Own and maintain the grading playbook, SOPs, onboarding materials, and provider network policy library; route clinical content to the Medical Director for review and sign-off
• Establish documentation governance, including ownership, versioning, review cadence, and sign-off
• Design and run the grader quality program, including sampling, over-read and discordance review, turnaround accountability, performance feedback, and error-rate trend tracking
• Prepare quality reviews and escalations for Medical Director adjudication and carry out resulting actions, including performance conversations and offboarding
• Build and maintain capacity models by state, customer, and license coverage; set recruitment triggers ahead of turnaround breaches
• Run the grader recruitment pipeline from sourcing through interview and recommendation
• Own intake, triage, and routing of customer and grader complaints, including urgent findings workflows
• Route clinical questions to the Medical Director, close the loop with customers, and trend issues over time
• Set agendas, prepare decisions, and follow through for the Medical Director
• Partner with Product and Engineering on platform improvements and document current-state workflows
• Contribute network metrics to the weekly grader operations rhythm and company scorecard
• Deliver first-year outcomes including current and signed policy documentation, a functioning quality program, capacity-based recruitment, complaint escalation processes, and migration of at least two manual processes into the platform

Requirements:

• 5+ years in healthcare operations
• 2+ years managing a network of contracted or affiliated clinicians
• Telehealth, teleradiology, or virtual care experience strongly preferred
• Experience writing clinical or operational policy signed by a physician leader and maintaining it
• Experience running or materially contributing to a clinical quality, peer review, or provider performance program
• Experience operating a clinician network under a medical director's clinical oversight is a strong plus
• Exposure to credentialing, medical staff services, or multistate clinician licensing is a plus
• Teleophthalmology background is a plus, not a requirement
• Experience participating in product discovery or operationalizing new feature launches is a plus
• Comfortable building and reading operational dashboards and capacity models in spreadsheets or BI tools
• Startup experience strongly preferred
• Clear, direct written communication and comfort working with physicians as a non-clinician
• Experience driving adoption of new processes across teams without direct reporting authority
• US-based, comfortable with remote work and occasional travel for team offsites and customer engagements

Benefits:

• Performance-based bonus and chance to earn upside
• Equity
• Top-tier health, vision, dental, and commuter benefits
• Generous monthly health and wellness reimbursement
• Exposure to new business building at the intersection of artificial intelligence and healthcare
• Opportunity to collaborate with world-class experts from healthcare provider networks, academia, and industry
• Close-knit team and world-leading mentors serving as a support network and sounding board