Virtual Practice Operations Manager

In the United States, one in five adults experience a mental health illness and over 12 million people have thoughts of suicide. Mental health crises can be some of the most difficult times in a person’s life, and over 17 million people seeking behavioral health care experience a delay in accessing care.

Willow Health is on a mission to significantly improve this experience by expanding affordable access to high-quality, evidence-based intensive behavioral health care. In order to make this mission a reality, we built a virtual crisis care program that provides personalized, recovery-oriented care for people experiencing behavioral health crises.

Willow Health offers patients immediate access to evidence-based virtual crisis psychotherapy, medication management, certified peer coaching, care management, and around the clock  crisis coverage, while working to connect patients to the most appropriate next level of care.

• We are seeking a highly motivated and experienced Virtual Practice Operations Manager to join our team. The ideal candidate will have a proven track record in managing practice operations, with a focus on improving systems and processes as a clinic scales. This position is remote, allowing flexibility and the ability to work collaboratively with a dynamic team.

• Hours for this role are Monday to Friday 10:15AM - 7:15PM EST 
• Practice Operations Management: Oversee and manage the day-to-day practice operations of the virtual clinic. Implement and optimize processes to ensure efficient and effective clinical workflows. Work closely with clinical staff to enhance operational efficiency and quality of patient care.
• Scaling Operations: Collaborate with leadership to develop and implement strategies for scaling practice operations. Evaluate current processes and systems, identifying areas for improvement and scalability. Provide recommendations on technology and tools that can enhance scalability.
• Process Improvement: Conduct regular assessments of existing processes and identify opportunities for improvement. Lead initiatives to streamline operations, reduce inefficiencies, and enhance overall productivity. Implement best practices to ensure a consistent and high-quality patient experience.
• Technology Integration: Stay informed about technological advancements in healthcare and telemedicine. Evaluate and integrate new technologies that align with the clinic's goals and improve operational efficiency. Collaborate with IT teams to ensure seamless integration of technology solutions.
• Team Collaboration: Foster a collaborative and positive working environment among clinical staff. Work closely with cross-functional teams, including IT, finance, and administration, to achieve clinic objectives. Provide leadership and support to ensure team members are aligned with operational goals.

• Bachelor's degree in healthcare administration, business management, or a related field. Master’s degree preferred.
• Proven experience in clinical operations management, specifically in a virtual or telemedicine setting.
• Strong experience in developing collaborative relationships with a multidisciplinary clinical team. 
• Strong background in process improvement and scaling operations.
• Knowledge of healthcare regulations, compliance, and best practices.
• Excellent communication and leadership skills.
• Ability to work independently and collaboratively in a remote environment.
• Experience with healthcare technologies and software.

• Safety above all else. We operate in a space with life and death repercussions, and every member of our team takes that responsibility seriously. We all look for and call out patient safety concerns.
• Maximize measurable impact. We put our patients first. We are tenacious about doing good, and we have the outcomes to prove it. Our work is guided by measurable hypotheses that we test and re-evaluate. 
• Build inclusively and equitably. We are committed to decreasing the systemic inequalities in healthcare and to building an organization where a diverse group of patients and employees can thrive. We seek to understand and learn from differences rather than minimize them. 
• Stakes determine speed. Where the stakes are low, we optimize for quick learnings and progress. Where the stakes are higher, we are more thoughtful and methodical. Where safety is a concern, we optimize for zero errors. 
• Constellations, not stars. We believe a well functioning team is worth much more than a collection of individuals, and we invest in bringing out the best in each other. We are kind, loyal, and direct.
• Honor commitments; honor yourself. We do our best work when we are fulfilled, our core needs are met, and there is joy along the way. We are clear about what we can and can’t do so that we can honor our commitments and fulfill them excellently. 
• Empowerment and empathy. Wherever possible, we empower others rather than decide for them. When we make decisions that affect others, we seek their perspective and minimize harm done.

Please submit your resume and a cover letter detailing your relevant experience and how you have contributed to the success of scaling clinical operations. Include examples of process improvement initiatives you have led.

Note: This job description is a general outline of the responsibilities and qualifications required for the role and is not exhaustive. The responsibilities and duties may be adjusted based on the needs of the clinic.

Willow is an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Our Interview Process: Complete the application. First interview with the hiring manager. Second round of interviews with the team. Take home / skill assessment with the hiring manager. Reference check. Offer. Background check 

Physical Demands: Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.