Product Enablement & Operations Manager, ACO

ABOUT SOUND

Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe. 

Sound Physicians offers a competitive benefits package inclusive of the items below, and more: 

• Medical insurance, Dental insurance, and Vision insurance 
• Health care and dependent care flexible spending account 
• 401(k) retirement savings plan with a company match 
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year   

ABOUT THE ROLE

The Product Enablement & Operations Manager, ACO will spearhead clinical practice projects, drive the implementation of provider workflows, and develop product roadmaps that contribute to the success of SLTCM ACOs and Telemedicine Post-Acute services. You will be the key liaison between stakeholders and the product team, ensuring clear and concise communication across all levels of the organization. 

This position supports internal team members and external partners in navigating and enhancing our technology portfolio. This position has ownership for provider enablement ensuring the clinicians have a clear understanding of workflow and technology expectations in advance of their first shift. This position creates and maintains content and curriculum in support of provider enablement. 

This position reports to the Director of Product Operations ensuring that the product, technology, and workflow strategies align with the company’s overall goals.

THE DETAILS

This is a full-time, remote position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Subject Matter Expertise:
  • Develop and maintain deep expertise in SLTCM ACO and Telemedicine platforms and their associated workflows.
  • Acquire a thorough understanding of SLTCM ACO and Telemedicine business processes and their interaction with supported applications.
  • Provide support to clinical leaders by addressing escalations and provider inquiries.
  • Collaborate with clinical, business development, marketing, operations teams, and clients to gather and translate user needs into platform requirements.

• Platform Ownership:
  • Oversee the application environment, including third-party integrations.
  • Lead end-user support efforts by troubleshooting, prioritizing, and resolving application issues.
  • Serve as the bridge between users and technical teams, ensuring timely and effective communication and resolution of reported issues.
  • Handle application configuration and administration tasks, including development, deployment, and production support.

• Provider Enablement & Training:
  • Ensure new providers are fully trained and equipped to use SLTCM ACO and Telemedicine platforms.
  • Work closely with Clinical leadership to define and refine workflows and processes.
  • Provide ongoing training on technological and workflow updates.
  • Collaborate with the Education team to create and maintain training resources.

• Collateral Development:
  • Create educational materials for clients, physicians, and internal teams to support new functionalities within the development cycle.
  • Assist in the development of marketing collateral related to the product.
  • Partner with the implementation team to develop and document implementation toolkits.

VALUES

• Resourcefulness: Demonstrate proactive problem-solving using available information and tools.
• Adaptability: Exhibit flexibility and a willingness to evolve as circumstances change.
• Intellectual Curiosity: Show a genuine interest in learning and understanding the reasons behind processes.
• Passion: Display enthusiasm for the work, motivating others to engage in projects.
• Motivation: High motivation, commitment, and flexibility, with the ability to adapt to changing priorities.

KNOWLEDGE, SKILLS AND ABILITIES

• Communication: Communicate clearly, consistently, and effectively in speaking, writing, and listening.
• Organization: Strong organizational skills with the ability to think critically and navigate complex situations.
• Critical Thinking: Exceptional analytical, problem-solving, and presentation skills, combined with a solid understanding of business dynamics.
• Project Management: Define a clear objective, establish a well thought out plan, and execute on the plan in a timely manner with clear communication throughout the project.
• Collaboration: Work effectively with others to achieve goals, considering diverse opinions and including others in decision-making.
• Teamwork: Build and lead highly effective teams within a matrixed organization.
• Relationship Building: Foster and maintain strong, healthy relationships as the representative of Sound
• Strategic Thinking: Approach tasks with a big-picture perspective, developing proactive plans of action.
• Leading through Ambiguity: Demonstrated ability to manage ambiguity, drive towards outcomes, and secure stakeholder support.
• Proficient in Microsoft Office Suite, including Microsoft Excel, Teams, Word, Outlook, PowerPoint, Visio, etc. 

EDUCATION AND EXPERIENCE

• Bachelor’s degree in healthcare, technology, business administration, or a related field. 
• 2-5 years of relevant experience in training and development for clinicians or healthcare professionals. 
• 2-5 years of relevant experience in product management lifecycle (requirements gathering, development, QA/testing, etc.).

SALARY RANGE

• $80,000- $100,000 annually. Exact pay will be determined based on candidate experience and geographic location.

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws. 

This job description reflects the present requirements of the position.  As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.  

#SoundBC

Salary : $80,000 - $100,000