Clinical Strategy & Operations Manager

The problem Healthcare is extraordinarily difficult to navigate, especially for older adults managing serious or complex conditions. More than 65 million Americans rely on Medicare, yet patients and families are often left to coordinate disconnected providers, navigate coverage questions, find community resources, and advocate for themselves. There's no one in their corner. No one making the calls, cutting through the paperwork, or coordinating across providers. Pinnie exists to fix that. We connect eligible Medicare patients with dedicated care advocates who help them navigate the healthcare system, coordinate care, overcome barriers, and get more from the resources available to them. For eligible patients, these services are generally covered by Medicare. We currently serve patients across 46 states, and we are growing quickly. The role We're hiring a Clinical Strategy & Operations Manager to own the day-to-day running of our care advocate team and the systems that keep patients from falling through the cracks. This is a hands-on builder role. You'll manage a growing team of remote care advocates distributed across the country. You'll own quality, capacity, onboarding, and performance. You'll build the standards, workflows, and tooling that let each advocate serve more patients without dropping the ball on any of them. You'll work directly with Pinnie's founders and have real authority over how care operations work. We're looking for someone who can build a QA scorecard, run a capacity model, redesign an onboarding sequence, and have a direct conversation about performance, all in the same week. You've worked with 1099 or contract workforces and understand what changes when you can't manage through schedules and office proximity. You measure through outcomes and standards, not supervision. What you'll do Own advocate quality and performance Be the single accountable owner of advocate team performance: documentation quality, patient outcomes, responsiveness, and adherence to clinical protocols. Build and maintain quality standards: call audits, care plan reviews, patient outcome tracking, and advocate scorecards. Set expectations clearly and enforce them. Identify problems early, coach directly, and make changes when coaching isn't enough. Track patient satisfaction and clinical escalations. Find the patterns. Fix the process, not the incident. Run capacity and staffing Own the capacity model. Know how panel size, touch frequency, time per interaction, utilization, and 1099 churn connect to each other. Keep the model honest and updated. Forecast hiring needs based on patient growth, geographic coverage gaps, and advocate availability. Balance workloads across time zones and state coverage requirements. Build advocate onboarding and operations Design and run the onboarding path: credential verification, OIG exclusion checks, training, ramp to first patient, and 90-day retention tracking. Write the SOPs that define how advocates work. Hold the team to them. Update them when the work changes. Own the escalation tree. Non-clinical advocates get clinical questions every day. Your protocols determine when those go to a nurse or physician, and how fast. Put AI and tooling into the daily workflow Identify what advocates still do by hand that a machine should handle. Build the case, test the change, measure the result. Work with product and engineering to ship tools that advocates use in their daily work, not tools they hear about at a quarterly review. Maintain audit-ready records and compliance documentation across the team. Who you are You care about the mission. Every advocate you manage is the difference between a patient who gets support and one who falls through the cracks. You feel the weight of that. You've run distributed care teams. You've managed people across states and time zones without a shared office. You know how 1099 and contract workforces differ from W-2 teams, and you've operated in at least one of those models. You think in systems. When something breaks, you ask why it was possible in the first place. You build processes that prevent repeat failures and standards that hold without you in the room. You're comfortable with the numbers. You can build a capacity model, track cost-to-serve per patient, and explain advocate utilization to leadership without a finance team backing you up. You're AI-native. You use AI to go faster: automating reports, flagging quality issues, building workflows. Not as a novelty, but as how you operate. You own it. High ownership mentality. You make decisions, manage vendors, run hiring, and surface problems early with a recommendation attached. People trust you to close the loop. What you've done 3 to 7 years managing care teams, health navigators, community health workers, or patient advocates in a virtual or distributed setting. Built and owned a quality framework for a team of 10 or more. You can show the scorecard. Experience managing 1099 or contract workforces. You understand the compliance boundaries and the operational tradeoffs. Run a capacity model and used it to drive real staffing decisions. Shipped tooling or automation into a care operations workflow, with a measurable before-and-after. Strongly preferred: familiarity with Medicare care management billing (Principal Illness Navigation, Chronic Care Management, or similar). Helpful: experience at an early-stage healthcare company or a company that scaled a 1099 care workforce. Relevant operating experience matters more than a particular degree or clinical credential. Why Pinnie Mission that matters. Every patient your team supports is a real person who gets a real advocate in their corner. The impact is direct and tangible. Build the function. You'll define how care operations work as we grow from a small team to a national network. Your fingerprints will be on everything. A product people love. Patients stay. Case managers refer us unprompted. You're not rebuilding a broken operation. You're scaling one that works. Small team, big leverage. Early-stage, physician-founded, moving fast. Your work will be visible and consequential from day one. Benefits Generous PTO / sick leave / health benefits · FSA & Commuter Benefits · 401(k) plan · Free lunch and snacks in NY office · Health & wellness stipendaa415a4b-8b21-40fc-a65c-70d2b25ca29a