About the Opportunity
Found is seeking a dynamic and strategic SVP of Operations to lead our operations team, collaborate with the Clinical team, and innovate with the Product team. This role reports to and works closely with the Company’s CEO. In this role, you’ll have the opportunity to shape the future of Found, leading execution and scalability of our business. You’ll oversee the entire operations spectrum, from helping our medical groups plan strategies for acquiring and retaining top-tier providers to assisting the clinical team in defining and implementing clinical best practices. You’ll also be at the helm of developing revenue cycle management (RCM) strategies and driving health plan network operations.
As our SVP of Operations, you’ll play a pivotal role in helping scale our organization during a period of rapid growth. You’ll be tasked with balancing innovation and scalability while navigating an evolving market. This is your chance to be a key leader in a company where your contributions will be at the heart of what we do.
What You’ll Do (Job Responsibilities)
You’ll serve as the “glue” between the clinical and commercial arms of the business, and you will connect our digital product with the real-life experience of our customers, enabling true cross-functional partnerships with other leaders and stakeholders across the organization to drive decision-making. This will include:
- Be at the forefront of strategy and innovation by optimizing our care model to pursue strong clinical outcomes while delivering on business objectives.
- Support the Medical Groups in ensuring consistent provider supply and availability across multiple licenses, clinical support, and insurance operations, while overseeing relationships with third-party pharmacy fulfillment partners. Additionally, this role involves managing non-clinical operations and all administrative functions for the partner medical groups ('friendly' medical PCs).
- Assess, develop, and execute operational strategies for maximizing clinical care delivery, including clinician recruitment, onboarding, engagement, capacity and utilization planning (accounting for state licensure), and quality. You will be the operational counterpart to our Chief Medical Officer, who helps design our clinical strategy and guidelines in partnership with our friendly PC leaders.
- Work cross-functionally with Product & Engineering, Chief Medical Officer/Medical Director, Marketing/Growth teams across our DTC business, as well as B2B with employers, to ensure we deliver to the best experience to our users and business partners
- Partner with our Director of Payor Strategy, who manages relationships with health plans and insurance operations. Your role will involve ensuring a seamless user experience while also negotiating contracts with health plans to enhance our business performance.
- Oversee Customer support and ensure that customer support capabilities are effectively deployed and managed
- Oversee Care Operations reporting dashboards and pull insights to drive business decisions and strategic initiatives
- Represent the Care Operations leadership team at senior executive and board meetings
As a leader in this role, your success will be measured by how effectively you oversee work streams that impact member outcomes, provider quality and utilization, and overall clinical operational excellence. You’ll be accountable for meeting quarterly OKRs (and relevant KPIs/metrics) tied to these focus areas.
What You’ll Bring (Job Qualifications)
- 10+ years of operational experience within a growth organization with at least 4+ years of experience in a healthcare/digital health organization (telemedicine experience is a strong plus)
- Strong understanding of the healthcare space
- Leadership experience of large organizations including interacting with both clinical and non-clinical large workforces (>30) containing job roles that vary in complexity and support requirements
- Experience with friendly PC structures and telehealth care delivery
- Experience with insurance integration and reimbursement, including setting up compliant processes
- Expertise working cross-functionally with multiple departments and affiliated medical groups, including Product & Engineering, Marketing/Growth, Medical Affairs, People/Recruiting, Legal, Compliance and Finance
- Deep understanding and ownership of key relevant metrics in areas like quality and outcomes, clinician onboarding and utilization, member experience and retention, member SLAs, and care delivery unit economics
- A deep curiosity about the nuts and bolts of healthcare, ideally understanding how complex healthcare systems work from billing, to coding, services and physical products
- Strong communications and collaboration skills
