*This role can be remote, with preference in Dallas or San Francisco*

 

Our Company:

Seeing a psychiatrist can take up to 3 months and cost as much as $500. Shocked? Us too. That’s why we started Cerebral, a telemedicine-first mental health startup. We are breaking down the barriers to access to mental healthcare so that anybody can get the care and meds they need immediately and for just $99/month. We launched publicly in January 2020 and are growing at over 40% month-over-month, and need your help.

 

The Role:

The Head of Clinical Operations will have responsibility for managing all of Cerebral’s clinical and client support teams. The Head of Clinical Operations will have day-to-day management responsibility of the following: Medical Providers (MDs, NPs, PAs), Therapists, Care Counselors and Care Coordination (Client Support).

 

Responsibilities:

Recruiting & Onboarding 

  • Oversee the recruitment of all clinical and coordination staff in conjunction with the recruiting team to ensure size and licensing corresponds with consumer demand to keep wait times low and allow for growth
    • Perform final executive interviews
    • Regular audits of wait times by state and clinician type
    • Institute licensure requirements based audits
  • Oversee initial onboarding and training program in conjunction with recruiting team and clinical team leads
  • Oversee credentialing of clinicians with insurance partners
  • Responsible for ensuring appropriate licensure of all clinical staff on an ongoing basis

Day-to-Day Management

  • Ensure quality of clinical operation by creating and enforcing standard operating procedures and internal processes in conjunction with clinical leads
    • Ownership over Standard Operating Procedures (SOPs) and Knowledge Bases
      • Lead development and iteration of  documentation with evidence-based references and step-by-step protocols for all clinical services provided
    • Create continued trainings program to support any new treatment protocols and consistency of high quality service 
    • Work with clinical leads to ensure patient safety and evidence-based practice
    • Enforcement of policies through regular audits 
    • Develop KPI dashboards with engineering team to include metrics of individual providers to measure performance.  Deliver timely and regular feedback through individual sessions and in conjunction with clinical leads
    • Oversee regulatory compliance within your teams
  • Culture setting
    • Create and nurture a culture of professionalism, collegial collaboration and continuous improvement of processes.  
    • Responsibility for team growth and development, recruitment and retention, reward and recognition and ongoing evaluation

Improve processes and systems to drive operational efficiencies

  • Automate workflows between functions (e.g., medicine management)
  • Continue to improve the clinical team experience through partnering with product & engineering teams on EMR enhancements
  • Ensure single sources of truth in maintaining clinical team information
  • Establish and enforce best practices for the various systems and workflows (slack protocol and usage, naming conventions, etc.)

Strategic

  • Work cross-functionally with Product and Growth/ Marketing teams to determine new clinical services appropriate to our model of care and to create execution plan
  • Determine incentive plans for your various teams to achieve KPI goals 
  • Optimize cost structure of Care Coordination team over medium term
  • Minimize missed appointments / no shows

 

Job Requirements:

  • 7+ years of experience
  • 3+ years in day-to-day management of teams 10+ 
  • Experience working in a fast-paced, startup environment
  • Experience in continuous quality improvement, systems and processes desired
  • Incredibly detail-oriented
  • Bonus points: experience working in clinical operations

 

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