Director, Virtual Care Operations

Location:  Remote (Colorado preferred)

SideBy Care is the first AI-powered virtual care service for GI practices and their patients with Disorders of Gut-Brain Interaction (DGBI). Disorders of Gut-Brain Interaction (like IBS) affect over 100 M people in the US alone. 

Our gut and brain are closely connected through a network of nerves, hormones, and chemicals. They constantly communicate with each other, which is why stress or anxiety can cause symptoms like cramping or diarrhea. Similarly, gut problems can affect mood and stress levels, creating a cycle that impacts both your digestive and mental health.

SideBy Care provides gut-brain therapy with diet & lifestyle support in a virtual care service covered by insurance. 92% of patients report symptom improvement by 6 weeks!

About the Role

We are seeking a strategic and experienced Head of Operations for Virtual Care to lead and optimize our virtual healthcare services. This role is crucial for ensuring efficient, high-quality, and scalable virtual care delivery, driving operational excellence, and enhancing patient experience. The ideal candidate will have a deep understanding of telehealth operations, revenue cycle and technology requirements.

Responsibilities

• Operational Leadership: Oversee all aspects of virtual care operations, including scheduling, patient support, technical support, and workflow management.
• Process Optimization: Develop and implement operational processes and procedures to improve efficiency, quality, and patient satisfaction.
• Clinical Operations: Overseeing hiring, credentialing, onboarding, and training processes. Additionally, this role entails managing client-related processes such as GI order processing, intro calls, intake form support, scheduling, visit documentation, and care team client reviews.
• Revenue Cycle:  insurance eligibility, ensuring price transparency and client financial responsibility, and overseeing accurate coding for patient visitsBudget Management: Manage to the operational budget for virtual care, ensuring cost-effectiveness and resource optimization.
• Customer Success:  practice and client engagement, such as implementation marketing, training, providing progress reports, outreach, and offering customer support for care delivery and related technology
• Patient Experience: Drive initiatives to enhance the patient experience and ensure seamless virtual care delivery.
• Technology Management: Collaborate with IT and product teams to ensure the effective implementation and utilization of telehealth technology and platforms.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to track and report on operational performance, identifying areas for improvement.
• Compliance and Regulatory: Ensure compliance with all applicable healthcare regulations, privacy laws (HIPAA), and telehealth guidelines.
• Team Management: Lead, mentor, and develop a high-performing operations team, fostering a culture of collaboration and continuous improvement.

Qualifications

• Bachelor's degree in healthcare administration, business administration, or a related field. Master's degree preferred.
• Minimum of 5 years of experience in healthcare operations, with a focus on virtual care or telehealth.
• Strong understanding of telehealth technology, platforms, and workflows.
• Proven track record of developing and implementing operational processes and procedures.
• Understanding of clinician, licensing and credentialing
• Experience with healthcare regulations, privacy laws (HIPAA), and telehealth guidelines.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze data and generate reports to track performance and identify areas for improvement.

Key Skills

• Telehealth Operations
• Process Optimization
• Technology Management
• Performance Monitoring
• Regulatory Compliance
• Team Leadership
• Patient Experience Enhancement
• Budget Management

Benefits

We offer a comprehensive benefits package including health insurance, paid time off, and professional development opportunities.

Please submit your resume, cover letter, and any relevant certifications or licenses. Have questions? Please contact us at careers@sidebycare.com. In your cover letter, please highlight any experience with functional GI disorders and your approach to integrative patient care. 

SideBy Care is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.