Senior Manager of Operations in at Revelation Pharma LLC
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Job Description
ROLE SCOPE — NON-CLINICAL, ADMINISTRATIVE POSITION This is a non-clinical, administrative position within Evergreen Telehealth. The Senior Manager of Operations and the patient support team do not provide medical advice, exercise clinical judgment, or make prescribing or dispensing decisions. All clinical questions and patient-specific medical concerns are routed to the collaborating medical group’s licensed clinicians, who retain exclusive authority over all clinical matters. Coordination with pharmacy partners is limited to administrative and logistical matters (e.g., order status, shipping, and service levels) and does not extend to the professional judgment of pharmacists or prescribers. Nothing in this role authorizes Evergreen Telehealth to direct or control the practice of medicine or pharmacy. |
Position Summary
We are seeking an experienced operations leader to join our management services organization as Senior Manager of Operations. In this role, you will oversee patient support and pharmacy fulfillment operations for the Evergreen Telehealth platform, with a primary mandate of delivering a consistently excellent patient experience. You will own the playbook for patient support and operational processes — including documentation standards, escalation pathways, and resolution workflows — and manage the team responsible for day-to-day patient support, which at launch is delivered through an outsourced business process outsourcing (BPO) partner that this role oversees at the operational level. You will also serve as the operational point of contact with Evergreen’s pharmacy partners to ensure medications are fulfilled and delivered accurately and on time, and will partner with internal engineering teams on the AI-assisted support experience that fronts patient support, ensuring seamless handoffs between automated and human service. In addition, you will support the operational efficiency of Evergreen’s partnership with its collaborating medical group, coordinating provider scheduling at the administrative level and working with the medical group to expand capacity as patient demand dictates, in order to optimize both the patient and provider experience. This is an administrative and operational role; it does not involve the provision of clinical care or the exercise of clinical judgment.
Job Activities and Responsibilities
The responsibilities listed below are subject to change.
Medical Group Partnership Operations
- Support the operational efficiency of Evergreen Telehealth’s partnership with the collaborating medical group to optimize both the patient and provider experience, serving as the operational point of contact for scheduling, capacity, and administrative workflow coordination.
- Coordinate day-to-day provider scheduling at the administrative level, including proactive schedule planning and coverage monitoring to align provider availability with patient demand across visit types and hours of operation; the collaborating medical group retains sole authority over its clinicians, clinical staffing decisions, and all clinical matters.
- Monitor demand, appointment availability, and capacity utilization metrics, and work with the collaborating medical group to expand provider capacity as demand dictates, including demand forecasting and administrative support for provider onboarding and scheduling logistics.
Patient Support Operations
- Build, document, and maintain the patient support playbook, including standard operating procedures, knowledge base articles, response templates, documentation standards, escalation criteria, and resolution workflows across all support channels.
- Inform, optimize, and administer support tooling (e.g., help desk/CRM platforms, order tracking integrations), including queue design, tagging taxonomies, and reporting dashboards.
Team Leadership and Development
- Manage and develop the patient support team responsible for day-to-day operations — including future internal hires and the outsourced support team — spanning hiring, onboarding, training, scheduling, coaching, quality assurance, and performance management.
- Deliver training to the support team on privacy, security, and the appropriate handling of protected health information in patient-facing workflows.
Vendor Management
- Manage the outsourced support partner at the operational level, including onboarding and training oversight, weekly and quarterly business reviews, quality assurance calibration, service-level and KPI monitoring, and issue resolution.
- Own support capacity forecasting and staffing plans to inform vendor partner management, including managing seat, shift, and coverage changes in accordance with contractual notice, ramp-down, and minimum-commitment terms.
Pharmacy Fulfillment and Partner Management
- Oversee pharmacy fulfillment coordination with Evergreen’s pharmacy partners, including order status tracking, shipment monitoring, exception and delay handling, and proactive patient communication, to ensure medications are delivered accurately and in a timely manner.
- Manage pharmacy partner relationships at the operational level, including service-level agreement (SLA) monitoring, recurring performance reviews, issue logs, and corrective action follow-up.
Escalation Management
- Own the escalation process: triage patient issues, resolve operational and service matters within the team, route billing disputes, technical defects, and suspected privacy, security, or fraud concerns to the appropriate internal owners, and ensure that all clinical questions or patient-specific medical concerns are promptly routed to the collaborating medical group’s licensed clinicians and are never addressed by non-clinical support staff.
Performance Metrics and Continuous Improvement
- Define, track, and report on key performance indicators — including customer satisfaction (NPS), first response time, time to resolution, escalation rates, fulfillment turnaround, and on-time delivery — and drive continuous improvement against those targets, including establishing interim service-level targets during the launch beta period and formalizing post-launch service levels with vendor partners.
- Conduct root cause analyses on recurring patient issues, fulfillment delays, and service failures; translate findings into process, tooling, and training improvements.
Cross-Functional Collaboration
- Collaborate cross-functionally with product, engineering, compliance, and the collaborating medical group’s clinical operations staff to remove friction from the patient journey and improve handoffs between support, clinical, and fulfillment workflows.
- Partner with engineering on the AI-assisted support program, including deflection performance, AI-to-human escalation handoffs, automated quality assurance findings, standardized support metrics, and alignment of ticket disposition taxonomies across AI and human support workflows.
Compliance and Documentation
- Ensure patient support operations comply with applicable privacy and security requirements, including HIPAA-appropriate handling of protected health information.
- Adhere to all applicable local, state, and federal regulations, company policies, and the terms of the arrangements governing Evergreen Telehealth’s relationship with the collaborating medical group and pharmacy partners.
Other duties, responsibilities and qualifications may be required and/or assigned as necessary, consistent with the role scope defined above.
Outside the Scope of This Role
- Providing medical advice, patient-specific clinical consultations, or medication therapy recommendations to patients.
- Exercising clinical judgment or making prescribing or dispensing decisions — all clinical matters rest exclusively with the collaborating medical group’s licensed clinicians.
- Resolving clinical questions or patient-specific medical concerns within the support team — such matters are always routed to licensed clinicians.
- Directing or controlling the professional judgment of pharmacists or prescribers — pharmacy partner coordination is limited to administrative and logistical matters (e.g., order status, shipping, and service levels).
- Holding out Evergreen Telehealth as a provider of clinical services or directing or controlling the practice of medicine or pharmacy.
Qualifications and Education
- 5+ years of telehealth operations, customer experience, or support operations experience, including 2+ years directly managing teams; healthcare, telehealth, or pharmacy experience strongly preferred.
- Demonstrated experience building support playbooks, SOPs, and escalation frameworks from the ground up in a high-growth environment.
- Familiarity with pharmacy fulfillment, direct-to-patient logistics, or vendor/SLA management strongly preferred.
- Experience managing outsourced support vendors strongly preferred, including SLA monitoring, business reviews, and quality assurance calibration; familiarity with AI-assisted support tooling a plus.
- Proficiency with modern support and CRM tooling and comfort using data to manage performance.
- Working knowledge of HIPAA and the handling of protected health information in a patient-facing operations environment.
- Strong written and verbal communication skills; calm, structured judgment in escalations; high empathy for patients.
- Bachelor’s degree required; Master’s degree preferred.
Physical Requirements
- Proficient in using a computer and related equipment.
- Ability to sit or stand for extended periods.
- Effective communication skills via video conference, telephone, and email.
- Capable of lifting up to 40 pounds as needed.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.