Director of Practice Operations
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Job Description
Director of Practice Operations at Nema Health overseeing patient access and care coordination operations. Responsible for building scalable systems and improving operational efficiency in virtual care.
Responsibilities:
- Build Scalable Systems
- Develop Nema’s Care Operations Handbook to standardize training and operational best practices.
- Design end‑to‑end workflows for administrative task management, scheduling, service recovery, and quality assurance in a virtual clinic environment.
- Create infrastructure, tooling and playbooks that scales alongside business growth, while maintaining consistency and quality across teams and modalities of care.
- Drive Operational and Clinical Excellence
- Monitor and improve key metrics including utilization, patient retention, and access times, collaborating with clinical leaders to enhance outcomes.
- Translate KPI and OKR insights into clear decisions and action plans that close gaps, optimize throughput, and improve care delivery.
- Anticipate operational dependencies and guide cross‑functional planning to ensure sustainable growth and appropriate resource allocation.
- Elevate Patient and Provider Experience
- Lead patient services and care coordination teams to deliver high‑touch, empathetic support for patients and providers.
- Establish a quality assurance framework that proactively identifies system gaps, escalates risk and drives continuous improvement.
- Strengthen the referral ecosystem and care transitions, ensuring seamless patient transitions and trusted provider partnerships.
- Lead and Develop Teams
- Serve as the point of escalation for complex operational or patient issues, resolving them with decisiveness and empathy.
- Coach and develop individual contributors and people managers, supporting professional growth and leadership readiness.
- Foster a culture of accountability, transparency, and operational excellence across all care operations teams.
- Partner Cross-Functionally: Collaborate with the Product team to identify automation opportunities, improve tooling, and surface real-time operational insights for front-line teams. Work closely with Admissions, Clinical, and Sales to align workflows, capacity, and service levels with growth objectives and patient needs. Contribute an operations perspective to new program design, market launches, and pilot initiatives, ensuring feasibility, compliance, and scalability.
Requirements:
- 8-10 years of experience in patient-facing or care delivery environments
- Demonstrates a deep understanding of clinical workflows and healthcare operations
- Spent 3+ years, building and refining operational frameworks within a growing start-up
- Demonstrated ability to take a holistic systems view while maintaining focus in a Series A environment
- Comfortable with ambiguity, willing to roll up your sleeves, and energized by building from the ground up
- Demonstrated ability to use data to drive operational decisions and create alignment across multiple stakeholders
- Experience building and leading high-performing teams with a track record of mentoring and developing future leaders
- Passion for Nema’s mission and committed to modeling company values such as Honor Through Impact and Thoughtful Planning Enables Growth.
- Preference for experience in a consulting firm or business operations
Benefits:
- PTO
- healthcare stipend
- 401(k) with matching
- annual education stipend
- annual “work from home” stipend
- paid parental leave
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