Director, Practice Operations

Who We Are

Ro is a direct-to-patient healthcare company with a mission of helping as many patients as possible achieve their health goals. Ro is the only company to offer telehealth care, at-home diagnostic testing, labs, and pharmacy services nationwide. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 98% of primary care deserts. 

Ro was recognized as a CNBC Disruptor 50 in 2022, listed by Inc. Magazine as a Best Place to Work in 2022 for our third consecutive year, and named one of FORTUNE's 2022 Best Medium Workplaces.

As the Director of Practice Operations, you will be responsible for the day-to-day operations of our patient-facing teams. You will oversee onboarding, licensing and credentialing, workforce management, and practice admin for our affiliated medical practice and non-clinical support teams. You will also support key management functions at our affiliated medical practice, including performance management and reporting / analytics. You have previously scaled operations at a fast-growing healthcare organization, are oriented toward systems thinking and continuous improvement, and enjoy working directly with practitioners and other frontline team members. You will report to the SVP, Care Delivery and lead a team of three within the Care Delivery org.

• Ensure seamless operational execution – including onboarding, licensing and credentialing, and workforce management - to ensure frontline teams are equipped to provide high-quality and timely patient care
• Lead workforce management – including forecasting / capacity planning, scheduling, and daily work allocation recommendation – across clinical and non-clinical teams to maintain key SLAs
• Improve internal processes and systems to keep pace as our affiliated medical practice + non-clinical teams continue to grow
• Work closely with operational stakeholders (practitioner, RN, and non-clinical team leaders) to understand their team needs
• Support team leaders with performance management processes and data
• Work closely with Ops teammates and cross-functional partners – including People, Data, Legal, Finance, and Tech – to improve the patient experience and reduce the cost of care
• Own and optimize key vendor relationships

• Prior experience scaling operations in a fast-growing healthcare organization 
• 10+ years total experience
• Must have prior functional expertise in workforce management and L&C
• Must have prior team/people management experience 
• Prior experience in health tech / digital health is strongly preferred
• Data-savviness
• Extremely comfortable in Excel (can build basic financial models + conduct data analysis)
• Familiar with Looker / Metabase / similar data tools; comfortable self-serving basic data requests
• Strong project management skills
• Excellent verbal and written communication skills; comfortable presenting to large audiences, navigating cross-functional relationships, and writing business cases
• Familiarity with healthcare regulations
• A few orientations:
• You love to build. You are continuously looking for areas to improve
• You are a doer. You are capable of and frequently do IC work
• You aren’t fazed by complexity or pace of change. You make order out of chaos
• You strive for excellence. You know and sweat the details

• Full medical, dental, and vision insurance + OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing + Learning & Growth reimbursements
• Paid parental leave + Fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness

The target base salary for this position ranges from $163,000 to $203,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).

At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law.

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