Title : Regional Clinic Manager
Manager : Director, Market Operations
Location : Tia Williamsburg : 62 N 3rd St, Brooklyn, NY 11249 / SoHo Clinic : 440 Broome St 2nd Floor, New York, NY 10013
Role Summary :
As a Regional Manager, Market Operations you will directly own operational policies and procedures, financials & performance, and patient & staff experience for your region (at minimum 3 clinics - including the market's virtual "clinic"). You will work closely with clinical leadership to ensure your region hits overall performance targets (patient experience, utilization, care margin, quality). You will directly manage all clinic managers and clinic supervisors in your region, and indirectly manage the administrative staff. You will support your managers by setting the tone and intention at the clinic as an inspirational and thoughtful leader. You will also own central market operations projects, focused on improving clinic workflows, efficiency, patient experience and team engagement. You will support the Director, Market Operations in rolling out new policies and procedures to all Tia clinics.
Responsibilities :
Building, Managing, and Engaging Teams
- Manage Clinic Managers and Clinic Supervisors; indirectly manage support staff - Front Desk Associates, Medical Assistants, Phlebotomists, Lead Clinical Assistants (step in to directly manage clinic support staff as needed)
- Coach, mentor, develop and support performance of clinic managers and supervisors
- Assist in performance management of clinic teams, partnering with Clinic Managers / Supervisors and HRBP (HR Business Partner) as needed
- Perform skip-level check-ins with clinic teams, gathering feedback, supporting team development, and building culture
- Lead hiring and onboarding of Clinic Managers and Supervisors (and support staff as needed)
- Support with hiring and onboarding of providers, determining schedule and skills needed for the region, in partnership with Medical Manager
- Cultivate positive regional culture through team engagement practices
- Partner with HRBP to create or update staff policies as needed
- Ensure significant leadership presence across all clinics in region
- Spearhead special projects related to team engagement and development (ie. quarterly bonus program, mentor program, etc.)
Clinical & Operational Excellence
Ensures provider & support staff schedules for region are accurate & published in advanceCreate and implement new or updated clinic operations policies & processes as neededProvide robust oversight of clinical workflows, ensuring Tia is providing compliant & high quality care and clinics are operating efficientlyManage region to budgetEnsure clinics meet Tia Space & Care StandardsOwn new site openings for new clinics in your regionEscalate product feedback as neededEscalate clinical feedback as neededPatient Experience & Hospitality
Partner with clinical leadership to ensure adequate appointment access at the clinics in your region (appointment types and total availability)Build positive relationships with clinicians, support staff, patients, community and vendors; manage conflict with care and empathyEnsure patient & staff safety & quality of care through incident reporting and access plansDevelop, lead, and monitor improvement initiatives related to retention and NPSEnsure team has effectively responded to patient experience or quality escalationsSupport marketing team with community & clinic eventsOther
Act as a representative of Tia to potential members, health system partners, etc. via clinic tours & external meetings
Identify opportunities for operational improvements, improvements to patient experience, growth opportunities, etc.Design and conducts experiments to test new processes, technologies, or treatment protocols within clinic(s) using data-driven approach; goal of standardizing and optimizing operations across multiple locationsEffectively presents findings, gets buy-in from, and updates cross-functional stakeholders as needed30-60% of time spent on cross-functional strategic projects (examples : support staff career-pathing, improved ways of working with virtual support team, bringing POC testing in-house, etc)Abilities / Skills :
Has experience and excitement in building teamsStrong verbal and written communication skillsHighly organized with ability to prioritize and reprioritizeAbility to interpret & act on performance metricsAbility to roll up sleeves and dive deep into the clinic workflows, understanding the job of your team so well that you could perform the duties yourselfAbility to lead cross-functional teamsComfortable gathering data and synthesizing it into actionable insightsExperience running a multi-site operational business, ideally an outpatient clinic model or other similar businessExperience with budget and P&L managementCustomer service skills; Ability to connect with others, exudes empathy and compassionUses a process-oriented approach : issue identificationresolutionpreventionMust thrive in a start-up environment, be comfortable with change & ambiguity, and effective at change management for your teamProficiency in MS / Google SuiteOther requirements / qualifications (if any) :
Must be able to work flexible / non-traditional hours including occasional weekends and some holidays (on-call for emergencies)Hybrid role - will split time between managed clinics & work from homeProven leadership in the healthcare industryAt least 6 years of management experienceOpen to travel 5-10% of the job (outside of managed clinics- to other markets, offsites, new space openings)Additional Information :
Must be able to work flexible / non-traditional hours including occasional weekends and some holidaysOnsite role - splitting time between managed clinicsProven leadership in the healthcare industryAt least 4 years of management experience (multi-unit experience is a plus)Hospitality background a plusMedical, dental, and vision benefitsPaid holidays, vacation, and sick leave401k benefitsOpen to travel 5% of the job (outside of managed clinics- to other markets, offsites, new space openings)Per New York Pay Transparency Laws (as of Jan 1, 2022), please see below for the compensation range for this role ($110,000-$135,000)Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients.
If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us !
Salary : $110,000 - $135,000
