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Everlywell · 3 months ago

Telehealth Workforce and Operations Manager

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Everlywell is a digital health company focused on transforming lives with diagnostics-driven care. The Telehealth Workforce and Operations Manager is responsible for supporting the telehealth clinician network and ensuring compliance and operational efficiency within the organization.

Health CareHealth DiagnosticsMedical

Responsibilities

Maintenance and advancement of the clinician network (physicians, genetic counselors, and registered nurses) to serve Everly’s present and future needs

Recruitment efforts including identifying candidates, reviews CVs, and interviewing physicians, registered nurse (RN), genetic counselor, and other clinicians

Identify appropriate avenues for recruitment (e.g., job boards, internal postings, referrals, etc.)

Create and maintain policies and procedures related to the recruitment and onboarding processes to ensure consistent quality in the recruitment, interview, and onboarding of network providers

Facilitate credentialing, licensing, and training clinicians on the Everly platform, including management of Credentialing Verification Organization (CVO) vendor relationship to ensure that credentialing files are completed timely and accurately. Ensure candidates are approved by PWNHealth’s credentialing committee prior to extending any offer letters to ensure that all providers meet PWNHealth standards

Onboarding and training to ensure a seamless process for the onboarding of newly contracted providers and maintain provider satisfaction. Ensure that the provider network is compliant with all applicable training requirements

Ensure the Network Management team collaborates with clinical, product, and project management teams to develop comprehensive physician and nurse trainings

Work in conjunction with the broader team to ensure programs are prepared for a successful launch, including clinician staffing, platform setup, and monitoring tools

Respond to clinician escalations and assists with any provider-related inquiries as needed/required

Prepare strategic licensure plans and works in conjunction with the Network Management team to identify candidates for additional licensure

Work with the team to provide guidance as needed/required and act as a liaison between the providers and respective boards (eg- medical boards, nursing boards, etc.)

Prepare financial analyses to identify areas for licensing expansion to support and anticipate future business needs

Processes clinician monthly billing and invoicing any other vendor payments

Responsible for all communications to the physician and nurse network, including clinical protocol updates, issue resolution, licensure reminders, and other areas, as needed

Ensure our telehealth practice has the appropriate policies and procedures in place for proper functioning and governance, as well as supporting monitoring and QA

Collaborate with the legal team to ensure compliance with processes, such as contracting guidance, video/phone regulations, and contractor regulations

Maintain all network records, including employee files and relevant documents to ensure they are up-to-date. Provides documents as needed/requested to any network provider (e.g., employment verification)

Maintain familiarity and working knowledge of the payor space and complexity involved in contracting and credentialing with payers (e.g., Government, Commercial, & Private payers) & collaborates with Payor Operations to execute payor contracts

Collaborate cross-functionally to monitor patient experience and follow-up efforts including but not limited to NPS survey, provider feedback, patient testimonials

Serve as a key resource for network and telehealth related inquiries across the organization

Facilitate quality assurance of the provider network

Develop and works to create efficiencies for new and existing processes and procedures

Develop departmental processes and procedures on all current workflows and works to create efficiencies

Qualification

Healthcare experienceClinical recruitmentCredentialing knowledgeProject managementInterpersonal skillsCommunication skillsMicrosoft OfficeJiraSlackGoogle DocsGoogle SheetsGoogle Slides

Required

Bachelor's Degree from an accredited college or university or equivalent work experience

8+ years of professional experience with at least 3 years of healthcare experience

Working knowledge of healthcare industry standards surrounding clinician credentialing, payor enrollment

Clinical recruitment and hiring experience required

Ability to inspire strong execution and promote excellence across teams

Ability to manage multiple priorities and respond in a timely manner to inquiries

Ability to execute under accelerated timeframes and quickly adapt to change in priorities

Excellent interpersonal and communication skills

Skill in developing, implementing, and administering work processes

Ability to work under minimum supervision and demonstrate strong initiative

Strong organizational, time, and project management skills

Strong attention to detail

Able to adapt to using new tools and apps, such as Jira, Slack, and Google Docs, Sheets, Slides and proficiency in Microsoft Office or equivalent applications required

Preferred

Master's degree in healthcare or related field preferred

Company

Everlywell

Glassdoor2.6

Everlywell is a digital health company pioneering the next generation of biomarker intelligence—combining AI-powered technology with human insight to deliver personalized, actionable health answers.

Founded in 2015

Austin, Texas, USA

201-500 employees