Head of Care Management Operations

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility. You'll oversee up to five locations, managing office teams, including administrative staff and phlebotomists, while partnering with clinical leadership to guide providers. Key responsibilities include operational oversight, compliance, quality, customer experience, budgeting, and team development. Reporting to the Senior Operations Manager, you'll drive performance metrics across your practices and Metropolitan Service Area (MSA) to meet patient and team experience goals.

You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and all things people, process and office management. You have a strong commitment to patient safety and high standards of service to deliver on being the earth’s most customer-centric primary care provider. What you’ll work on: Lead office team using CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) and Lean principles to achieve patient/team experience goals

Drive operational, financial, and business performance including staffing and lab operations

Lead continuous improvement initiatives and organizational metrics through Lean methodologies

Develop team through onboarding, training, coaching, and career development

Partner with Clinical Leadership on quality outcomes, safety, and compliance

Drive strategic growth through cross-functional collaboration and new office launches

Manage practice expenses, procurement, and budget while reducing waste

Oversee administrative functions including escalations, service recovery, and provider scheduling

Other job related duties may be assigned by management.

What you’ll need: 3+ years relevant experience as a direct manager of high-performing customer service or patient facing teams

Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability

Proven track record of leading successful change management and process improvement efforts

This is a full-time role based in-person with our team and patients at our offices in Boston, MA. One Medical is committed to fair and equitable compensation practices.

One Medical offers a robust benefits package designed to aid your health and wellness. Free One Medical memberships for yourself, your friends and family

Employee Assistance Program - Free confidential services for team members who need help with stress, anxiety, financial planning, and legal issues

Competitive Medical, Dental and Vision plans

PTO cash outs - Option to cash out up to 40 accrued hours per year

Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance

Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

In addition to the comprehensive benefits package outlined above, practicing clinicians also receive Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.

Continuing Medical Education (CME) - Receive an annual stipend for continuing medical education

Discounted rate to attend One Medical’s Annual REAL primary care conference

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities. One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.