Director, Clinical Operations

About the Role 

At Hopscotch, we believe great healthcare should be accessible to all people across all communities. We provide advanced primary care services in our clinics, and across care settings, delivering robust care in our end-to-end model. 

We are on a mission to transform healthcare for rural communities across the country, one at a time, through advanced primary care. Our goal is to transform the patient and provider experience, strengthen communities, and enable better healthcare, especially for those who need it most. 

As an innovative and rapidly growing company, we are looking for exceptional team members who share our passion and values. If you are mission-driven, skilled yet humble and looking to make a lasting impact in healthcare, we’d like to meet you. 

As our Clinical Operations Leader, you will play a critical role in the initial and ongoing clinical workflows and execution of our Hopscotch clinics. Newly created or acquired clinics will require integration, implementation of tools and resources, and standardization of processes. As the clinics complete the initial 9–12-month onboarding, the Clinical Operations department will continue to support the ongoing needs related to how work is getting done, new opportunities for clinical care or efficiencies, and the safety and wellbeing of our staff and patients. Success in this role will be tangibly measured by key performance indicators in the areas of employee engagement and patient experience as well as the successful deployment and ongoing processes that result in KPI success in quality and utilization management. 

What You’ll Do 

Specific responsibilities of this role will initially include, but are not limited to: 

• Completing Clinical Operations specific due diligence for Acquired Clinics, understanding and documenting what they have currently, what we will need to order and what policies and procedures will need to be put in place during integration.  
• Complete Panel Realignment 
• Build out and implement all clinical capabilities for successful operations in patient care delivery 
• Identify the workflows necessary for screening programs, chronic disease management, vaccinations, medication adherence, transitions of care, and utilization management 
• Understand the current state operations and complete gap analysis for change management and training opportunities 
• Codify programs into step-by-step instructions and training materials such that each clinical component has a set of tools and reference documents 
• Create standard operating procedures for day-to-day clinic level clinical functions 
• Work across the team to bring in additional subject matter expertise where needed  
• Maintain and track competencies as it relates to clinical staff 
• Provide leadership and expertise to identify opportunities to improve clinical outcomes, patient experience and operational efficiency: 
• Build deep understanding of care model and clinical operations 
• Challenge the status quo in search of creative solutions that produce disruptive results 
• Monitor performance and make adjustments to ensure objectives are being met 
• Codify lessons learned and translate into broader implications for the clinical model 
• Trigger the need for additional workflows or clinical pathways 
• Facilitate the day-to-day operations of clinical roles via your connections with market leadership and clinic management as well as your direct team at the corporate level 
• Standardize clinical components of practice management through protocols for inventory management, consolidated vendor and supply utilization, and patient safety related equipment utilization (PPE, AEDs, etc) 
• Oversee Quality Assurance at the clinic with regards to ensuring proper care management and safety of patients through 
• Auditing Care Plans 
• Monitoring High Risk Huddle outputs 
• Reviewing Care Team communication 
• Preparing for quarterly chart audits 
• Partner with Administrative Operations Leaders to drive streamlined operations, clinical outcomes and overall patient engagement and patient experience, specifically focused on the intersection of non-clinical and clinical workflows 
• Monitoring and creating processes for effective patient throughput, taking into consideration things like the physical plant and patient flow to ensure effective care team handoffs and appropriate wait times. 
• Standardize clinical documentation via creation of encounter plans, templates, macros, and order sets, pulling in Physician support and expertise as required 
• Using evidenced based medicine, and with our key success metrics in mind, build out the templates required to document effective clinical care.  
• Implement these standardized tools with current Providers and monitor utilization, retraining as necessary 
• Managing clinical contracts including assessing when new contracts may be needed and working through the execution and approval of these contracts 
• Acting as the point of contact for these contracts which relies on relationship management and becoming the point of escalation for concerns.   
• Facilitating contract transitions for clinical services such as Labcorp and McKesson to ensure no interruption in service during the integration 
• Acting as a point of contact for troubleshooting and escalation with service provider representatives 
• Provide day to day management and leadership to other clinical operations team members including the EMR Optimization role, aimed at providing elbow support to the clinics and troubleshooting issues related to Athena 
• Coordinating central team to clinic communications and escalating/following up on clinic needs alongside market operations leadership 
• Vigorously prioritizing and balancing the needs of the team and the business to create a cohesive and collaborative relationship that is set up for success 

About You 

You would be a great fit for this position if you have experience managing cross-functional teams, especially revenue cycle teams, have built and implemented new functional workflows that drive outcomes and are not afraid to dig deep into the work while simultaneously leading the work.  

A great candidate for this role has: 

• 3-5+ years of clinical care team management experience, in particular in the design of effective processes and standards 
• RN License preferred 
• Extensive EMR experience, athenahealth preferred 
• Ability to lead a team forward and drive accountability both personally and with a team 
• Passion for a mission-driven organization, focusing on mentorship, collaboration, and team-based approaches  
• Articulate and succinct with communication about complex concepts, verbally and in writing, and use synthesized communications to drive results 
• A track record of: 
• Applying integrity, good judgment, problem solving skills and critical thinking at work 
• Enhancing and building processes to achieve outcomes and metrics  
• Bringing a flexible, positive attitude and a team-first approach to work  
• Learning new concepts and a get-things-done attitude   

Additional skills and requirements for the role: 

• Bachelor’s degree required, Master’s degree preferred 
• Strong interpersonal skills including effective verbal and written communication 
• Advanced knowledge of Microsoft Office Suite 
• Strong attention to detail, research and follow up skills 
• Ability to travel to our clinics and new markets, travel not exceeding 50% of your time 

From a cultural perspective, you are: 

• Agile, yet thoughtful and can work effectively in a fast-paced, ever-changing environment  
• Constantly seeking ways to simplify and improve how things are done, bringing a positive attitude to challenges  
• Accountable, holding yourself and others to a high standard and seek to support and develop others  
• Willing to roll up your sleeves to support and do the work required and collaborate effectively with people of all backgrounds  
• Concise and articulate, drive towards clarity and deliver on your commitments  
• Collaborative, assuming positive intentions  
• Customer-focused, with a passion for serving patients and providers who make healthcare possible