VP, Clinical Operations
UCM Digital Health
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About UCM Digital Health
UCM Digital Health (UCM) is a leading innovator in the digital health space. UCM was founded in 2015 by emergency medicine providers with the vision that all care should begin digitally. Our mission is to put the patient first with a best-in-class digital experience backed by emergency medicine expertise. Our digital front door platform, integrated technology platform, and 24/7 telehealth triage, treatment and care coordination seamlessly connects digital and physical health for patients. We deliver care at the right time, the right place, and at the right cost for our more than 2MM patients and over 600 clients.
Our solution is designed to lower costs, improve outcomes and provide a better patient experience. More than a digital front door, UCM brings together clinical expertise, advanced technology, and compassionate care to offer powerful advantages for health plans, employers, patients and providers.
Position Summary
Healing. Caring for others. Enabling a healthy living. Longevity. These are ideals people have aspired to from times immemorial. The healthcare industry accounts for nearly 17% of the US GDP, employs over 18 million people and counts every American as a participant. The industry continues to go through significant transformation, with changes in customer expectations, improved provider and payor landscape, changes in retailer and pharmacy environment and ongoing changes in regulation.
Customer experience in all other industries has seen dramatic improvement over the last decade. For example, customers no longer have to walk into a travel agent’s office to book air tickets, call ahead to book a taxi, or stand in long lines to check out from retail stores on busy days. However, the healthcare experience lags other industries in terms of innovation and enabling an improved patient and consumer experience. Healthcare consumers still have to research what provider is accepted by health insurance, make the necessary appointments, visit providers in-person to get care, fill out forms, and wait for a long time before seeing the provider. Furthermore, payors often pay high costs for out of network, and sometimes duplicative, procedures. All of this drives a poor patient experience and bad economics in the industry, resulting in large opportunities for improvement.
As a key hire working closely with the CMO, COO, CDO and the executive team, the VP of Clinical Operations will be responsible for leadership and administration of the UCM clinical practice team. This individual will lead the operations of the clinical and non-clinical staff by designing workflows, identifying and implementing industry best practices as well as creating innovative solutions.
Title: VP of Clinical Operations
Reports to: CDO and CMO
Other key relationships: The rest of the senior management team and Care Coordinator team
Location: Remote (ability travel to Troy, NY when needed)
You will:
- Strategically plan and execute the additions of Primary Care and Mental Health into the digital health practice.
- Ensure effective communication with the Provider team amongst themselves, leadership and other members of the care team.
- Oversee provider on-boarding, training, commitment, and motivation, in conjunction with training and human resources staff.
- Develop, maintain, update, and implement clinical policies, procedures, protocols, and workflows and implement solutions to improve effectiveness and efficiency.
- Drive efficiency through improved utilization and automation.
- Provide support and counsel to provider team members, including day-to-day supervision and guidance during provider shifts.
- Maintain an effective working and interpersonal relationship with medical and administrative team members to achieve maximum operational effectiveness and promote excellence in customer service and patient satisfaction.
- Build and maintain an efficient and load-balanced provider schedule.
- Serve as liaison to the Call Center and Care Coordination leadership and contribute to a unified Provider-Call Center team.
- Serve as a provider representative to the development of technology roadmaps and projects.
- Support the clinical quality efforts of the Clinical Quality Specialist to foster a culture of safety, engage all providers in achieving the Triple Aim, and maintaining clinical excellence. This includes assisting with the creation and maintenance of outcome measures and metrics reports that summarize the results of clinical operations.
- Provide provider performance reviews.
- Prepare for and participate in accreditation or certification surveys involving the medical practice and be the liaison to those relationships.
- Work with executive team to determine what else, in an ideal world, SHOULD exist in UCM's healthcare solution.
You have
- Prior experience in conceiving of and implementing clinical solutions that address systemic problems in the US healthcare industry.
- Deep knowledge of the details of the US healthcare delivery model, including virtual care, payment structures, clinical staffing models, data interoperability, multi-organizational service offerings, constraints tied to legal and regulatory frameworks, and data privacy and security considerations (among others).
- Familiarity with the digital health and or innovative healthcare ecosystem including pre-existing relationships with emerging startups; demonstrated ability to evaluate and navigate this startup ecosystem.
- Ability to manage complex undertakings across many departments and disciplines in an unstructured and uncertain environment.
- Licensed Physician Assistant, Nurse Practitioner, or Physician. (preferred mental health and primary care training and experience)
- 5+ years of clinical provider experience and leadership in a health care setting (preferred multi-state licensure.)
- A bachelor’s degree (Masters preferred); Experience in a VC or PE-backed company preferred
- A passion for health care and a burning desire to change the world!!!
You are:
- A visionary – you see things not just as they are, but as they could be
- A problem-solver – you find ways to get things done
- A diplomat – you work well with people with different backgrounds
- A relentless learner – because the consumer and the industry never stops changing
- A pragmatist – you can tell things that add real value from those that are just shiny objects
- Obsessed with improving the customer experience in healthcare
- A data junkie – because unless we measure it, we don’t know if it works
More than anything, we are seeking people who are passionate about healthcare and are hungry for challenges to grow a best-in-class business.
As VP of Clinical Operations, you agree to: (1) adhere to all corporate information security policies and procedures; (2) identify any breaches or potential breaches of corporate information security standards and communicate those to appropriate individuals; (3) maintain integrity, availability, and confidentiality of all PHI; and (4) adhere to HIPAA standards for information security, privacy, and confidentiality.
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