VP, Practice Operations
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Job Description
Vice President of Practice Operations at Form Health, managing systems that enhance telemedicine patient experience. Leading operational scaling and building infrastructures for growth while maintaining quality.
Responsibilities:
- Ensure seamless, compliant onboarding from first interest through clinical engagement
- Build efficient pathways that connect patients, clinicians, and support teams with clarity and speed
- Deliver exceptional service and outcomes to our partners, meeting defined SLAs and fostering trust.
- Optimize provider capacity, scheduling, and experience through well-designed systems and support
- Develop and implement forecasting models, capacity plans, and performance analytics that guide data-driven operational decisions
- Work cross functionally to build the operational frameworks, workforce models, and technologies required to support a patient population significantly larger than today while maintaining margin discipline and service excellence
- Lead the shift to an omni-channel, patient-preferred experience incorporating chat, voice, messaging, and automation while maintaining NPS and an empathetic interaction style with patients
- Cultivate a culture of leadership, resilience, accountability, and continuous learning
- Lead operational change management efforts that strengthen our adaptability, transparency, and cross-functional alignment during rapid growth
Requirements:
- 10+ years of experience in healthcare operations leadership, practice management, or large-scale consumer service delivery
- Proven expertise in workforce planning, contact center management, and SLA performance optimization
- Track record of leading remote teams across multiple states
- Strong command of data-driven decision-making and operational analytics
- Experience navigating regulated healthcare environments preferred (HIPAA, SOC2, ADA)
- Demonstrated success in building scalable systems during high-growth phases
- Strategic collaborator with the ability to influence cross-functional partners and lead change
- Experience with telehealth or digital health is preferred
- Bachelor’s degree required; advanced degree in healthcare administration, business, or operations preferred
Benefits:
- Competitive salary and equity in a high growth start-up
- Comprehensive health benefits (medical, dental, vision)
- 401k program
- Flexible work schedules and paid time off
- Paid parental leave
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