Head of Clinical Operations

About the Role

We’re seeking a strategic operator to join Fay’s Provider and Patient Operations team to define the standards of what it means to practice on Fay, monitor the quality of our care delivered by our expanding provider network, and build an outcomes measurement system that demonstrates to Fay’s payers partners the impact that nutrition therapy has on the prevention and treatment of disease. This is a new function for Fay, so you will have the opportunity to build out a team from scratch in partnership with the broader Provider and Patients Operations team. 

What You’ll Be Doing

Platform Clinical Standards:

• Create scope-of-practice guardrails to define what practicing as a provider on Fay entails
• Define Fay’s clinical standards across multiple clinical conditions where nutrition therapy and general nutritional counseling are used to prevent or treat disease
• Develop condition-specific care pathways and care plan recommendations to guide the care delivered by our provider network 
• Own documentation standards across all appointment types to support insurance reimbursement and clinical quality, while laying the foundation for scaling existing clinical operations and future clinical service expansion

Provider Network Quality:

• Define the provider performance framework and metrics that will measure the performance of providers on Fay’s platform
• Own the tracking and reporting of network performance on a regular cadence to generate actionable recommendations that improve provider behavior and network outcomes
• Establish policies and procedures to be deployed by the Provider Operations team to coach providers who are not meeting Fay’s clinical standards 
• Implement a documentation audit system and feedback loop to providers that monitors the standard of care being delivered 

Clinical Outcomes Measurement:

• Partner with our Payer Operations team to develop condition-specific clinical outcomes measures that should be evaluated on a monthly or quarterly basis 
• Design the way in which clinical outcomes measures are collected by both our patients and providers 
• Implement outcomes tracking visibility at the condition and cohort level that will be used to inform payer conversations 

Curriculum and Training Development:

• Build the clinical education and training programming that makes Fay the platform where providers grow their expertise – developing specialty training content, condition-specific skill development, and CPE resources that strengthen the quality of care delivered across the network
• Develop the clinical onboarding materials and process that introduces new providers to Fay’s clinical standards, documentation standards, and scope-of-practice guardrails

Your Skills and Experience

• 10+ years of operating experience in a high-growth startup environment preferably in healthcare setting with direct management experience 
• 5+ years of clinical operations experience in a digital health, payer, or 1099 provider network setting
• Experience designing documentation standards, clinical audit programs, and quality governance infrastructure
• Strong analytical skillset and experience analyzing large and complex data sets 
• Exceptional communication skills that enable you to move fluently between clinical and operational audiences. You are detailed oriented and message appropriately to different audiences   
• Outcomes orientation and ability to define key results and quality metrics, identify the work required to move them, and execute 
• Fluency in payer outcomes and quality frameworks - you know what payers are looking for and how to build evidence to support Fay’s mission
• Ability to partner with and influence cross-functional teams, particularly the Product function, to execute on your priorities

The best companies are made of the best people. There’s no shortage of work ahead, but we stay balanced and look forward to celebrating our wins as a team. We've got ambitious goals with a long road ahead, and we move together. We work hard, stay energized, and make time to celebrate the wins along the way.

See our careers page here to learn more about working on our team.