Senior Manager, Clinical Operations – Operational Excellence

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of the operating system that empowers Clinical Operations leaders and support personnel to function efficiently and make quicker, well-informed decisions.

• Create additional capacity for Clinical Operations leaders to enable them to grow with the business while concentrating on clinical and leadership judgment.

• Oversee support staff who address clinician inquiries and manage daily practice escalations.

• Streamline operational processes that alleviate the burden on clinicians and Clinical Operations leadership.

• Design and manage comprehensive Clinical Operations workflows, encompassing ownership, decision points, standard operating procedures, escalation paths, and service level agreements (SLAs).

• Develop SQL and business intelligence reports to evaluate workflow performance, resource allocation, turnaround times, recurring demand, and operational results.

• Analyze operational data to pinpoint support demand, volume fluctuations, intervention areas, and broader business outcomes.

• Recognize repetitive tasks and implement AI agents, automate workflow steps, and enhance data accessibility.

• Increase clinician self-service capabilities through onboarding education, regular forums, online resources, FAQs, and support agents.

• Create playbooks, toolkits, job aids, and decision-making rules for dyads and coordinators.

• Direct routine tasks to coordinators or self-service options while maintaining escalation paths for complex scenarios.

• Assess clinician performance, quality, and satisfaction as each dyad extends support to more clinicians.

• Revolutionize Clinical Operations through technological enhancement, productionization, and AI solutions.

⛳️ Requirements

• 4-6+ years of experience in operations, consulting, program management, analytics, implementation, or a similar area.

• Strong analytical capabilities.

• Proficiency in writing SQL independently.

• Familiarity with dashboards, spreadsheets, and business intelligence tools.

• Ability to assess operational performance, resource allocation, turnaround times, recurring demand, service levels, and business impact.

• Competence in mapping and redesigning end-to-end workflows.

• Practical experience with automation, AI, or no-code and low-code tools to enhance frontline operations.

• Capability to prototype actionable solutions and specify requirements for Product, Data, or Engineering investments.

• Skills in designing operating models, standard operating procedures, playbooks, service levels, and escalation paths.

• Authorization to work in the U.S.; Talkiatry participates in E-Verify.

• Experience in healthcare, behavioral health, or another regulated, high-growth setting is preferred but not mandatory.

• Background in a fast-paced, high-growth company is preferred but not required.

• Practical experience with business intelligence platforms, workflow automation tools, or AI agents is preferred but not required.

🏝️ Benefits

• Medical, dental, and vision insurance starting on the first day of employment.

• 401K with matching contributions.

• Generous paid time off (PTO).

• Paid holidays.

• Paid parental leave.

• Opportunities for learning and professional development.

• Focus on team well-being.

• Flexibility for remote or hybrid work for candidates located in the New York City metropolitan area.

• Bonus opportunities.