The Supervisor for Virtual Care plays a pivotal role in ensuring the success and satisfaction of clinicians within the Urgent Care clinician practice. This individual leads a team of clinician liaisons, guiding their efforts to optimize clinician scheduling, ensuring clinicians meet quality metrics, and enforce practice and internal company policies. They collaborate closely with leadership and cross-functional teams to drive practice support and growth initiatives while championing putting the member first.
Responsibilities
- Oversee the day-to-day activities and provide logistical support for the liaison team’s daily operations.
- Provide regular feedback, coaching, and presenting development opportunities to the liaison team to ensure effective delivery on team initiatives.
- Develop, maintain, and enhance team processes, workflows and policies to ensure consistency and efficiency across liaison teams and fairness across the practices.
- Partner with leadership to report risks, obstacles, escalations, and milestones, to facilitate informed decision-making and support decision making.
- Support the monitoring and escalations of clinician quality metrics and scheduling adherence to optimize member satisfaction, patient access, and clinician productivity.
- Act as the first point of escalation for clinician issues to clinical leadership and talent partners, ensuring timely resolution and effective communication.
- Work with a dedicated clinician group to create personalized schedules, address inquiries and concerns promptly and accurately, while fostering high levels of engagement and retention.
- Oversee activities related to the hiring and termination of clinicians, ensuring compliance with contract requirements and timely execution.
- Exemplify the company’s core values and leadership competencies, while fostering a culture of excellence and accountability within the team
Required Qualifications
- 1-2 years of people management experience, along with the proven ability leading a team to deliver on business initiatives
- 5+ years related experience working with clinicians in a practice management environment required, or related experience in an operations environment, ideally in a virtual care setting
- Superior verbal and written communication skills, along with the ability to relay sensitive messaging effectively and with empathy. Must be comfortable communicating via email, phone and video conferencing.
- Superior interpersonal skills with the ability to interface and represent practice operations effectively cross functionally and with the clinical practice
- Ability to work independently and balance individual workload, while also leading team projects and meeting practice operation deadlines
- Detail oriented with excellent analytical and problem-solving skills
- Strong ability to create and interpret reporting to accurately identify issues and trends using reporting and analytic software
- Ability to perform well in a high-paced environment, proficiently move through ambiguity and able to quickly adapt to change
- Proficient in Google Suites and scheduling software
Physical/Cognitive Requirements
- Ability to remain seated in a stationary position for prolonged periods
- No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required
- Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices)
$85,320 – $119,440 a year
The United States new hire base salary target ranges for this full-time position are:
Zone A: $85,320 – $110,910 + equity + benefits
Zone B: $98,118 – $127,547 + equity + benefits
Zone C: $106,650 – $138,638 + equity + benefits
Zone D: $110,916 – $144,183 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health’s commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone’s unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more atincludedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.