Medical Operations Manager- Network

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About Thirty Madison 

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we’ve built four brands on top of our platform: Keeps (for men’s hair loss), Cove (for migraine), Evens (for GI conditions), and our newest brand, Picnic (for allergies). We’re growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

This year, we are honored to be included on Built In's 2021 list of Best Places To Work in New York City and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

The role:

Our providers are essential to the Thirty Madison mission of expanding access to high-quality, affordable healthcare. They provide the initial touchpoint with customers as well as ongoing care throughout the customer’s journey of treating their condition. We are looking for someone to lead scaling the operations of our telemedicine provider network.

In this role, you will build scalable processes and operational infrastructure that will enable us to consistently uplevel the quality of care we provide to customers across Thirty Madison brands. Along with our clinical leadership, you will be responsible for onboarding new providers, monitoring and expanding our provider capacity, tracking and addressing variances in provider-related SLAs, and assisting in scaling quality programs. You will work closely with Product to expand the capabilities of our proprietary provider portal and EMR and represent the voice of our providers to teams across the company, including Operations, Customer Experience, and Brand. This is a fast-paced role that provides exposure to all Thirty Madison businesses. 

The ideal candidate is organized, analytical, results-driven, and a great communicator. Above all, you have a service-oriented mindset and seek to create relationships that drive solutions and better outcomes for our providers and customers alike. This is an incredible opportunity to join a company building a new type of healthcare experience that expands access to high-quality, specialized care for customers across the country.

You’re the right person for this role if you are:

  • A seasoned operator and versatile problem-solver who gets stuff done. You thrive in environments that are fast-paced and constantly changing by creating structure and process where there is none  
  • Experienced working within the supply side of a two-sided marketplace
  • Not afraid to start from scratch and build something from the ground up, but also able to optimize and improve an existing framework
  • Passionate about telemedicine and leveraging technology to improve healthcare 
  • Able to effortlessly communicate with diverse groups of people - you’re equally at ease using medical lingo with a physician as you are discussing specs and metrics with a product manager
  • Results-driven, with an analytical mindset and drive to exceed targets and SLAs
  • Naturally organized. You are able to effectively manage multiple work streams that span functions and stakeholders
  • A team player with a hands-on mentality and a ‘no task is too small’ attitude

Some things you will work on: 

  • Building and scaling an operational framework that enables fast, efficient, high-quality care for all Thirty Madison patients
  • Managing a team of network operations associates
  • Supporting new provider recruiting to ensure our businesses have the ability to scale in all geographies and specialties where we currently offer and plan to offer medical services 
  • Coordinating provider onboarding and partnering with clinical leadership to develop and update onboarding and learning materials
  • Interfacing with clinical experts and ensure their recommendations are communicated across the network and integrated into our proprietary tools
  • Building a robust, scalable loop for actionable feedback between providers and our technical teams (product and engineering) particularly around improvements to our provider portal and EMR
  • Tracking and driving performance against our clinical team’s KPI framework
  • Providing general troubleshooting support to providers
  • Ensuring the provider experience is as frictionless as possible, alerting the relevant teams of any technical issues that slow down the delivery of customer care
  • Partnering with business and clinical stakeholders to shape a network growth strategy that delivers quality care across a range of conditions and business models
  • Enabling a network culture through technology, programming, and communication that promotes a collaborative approach to care and sets us apart as the best place for providers to work

You should have: 

  • 4+ years of relevant operations experience in telemedicine and/or marketplaces
  • Experience building and/or managing a network of service providers, preferably within healthcare
  • Off the charts enthusiasm, patience, and empathy when working with stakeholders across the organization
  • Incredible attention to detail, along with the ability to be flexible, creative and solutions-oriented
  • Ability to think quickly and work autonomously
  • Exceptional data-driven thinking and analytical skills and experience using metrics to measure quality, accuracy, and speed
  • Experience working in a high growth operations environment
  • Passion for Thirty Madison mission of expanding access to healthcare

How we are managing the COVID pandemic and its impact on our team?

These are unprecedented times and we understand COVID-19 is impacting everyone differently. Our primary goal from the beginning of the pandemic has been to ensure employee safety. We went from optional to mandatory work-from-home very quickly in early March, and we have told employees that they can work remotely through July 2021 to allow them to plan accordingly. 

We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19. These initiatives have included providing funds for home office improvements, medical reimbursements, free meditation/mindfulness tools, mandatory “Me Days” away from work, company-wide Refresh days off, and fun opportunities to connect live with teammates each week (such as virtual escape rooms). We continue to examine different benefits, tools, and processes that best support our employees as we continue to work remotely and eventually begin transitioning back to the office.

Benefits for full-time Thirty Madison employees:
  • Competitive salary packages and career development opportunities
  • 100% coverage on many health, dental, and vision insurance plans
  • 401k with a match, commuter benefits, and FSA
  • Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
  • Annual $750 vacation stipend and $750 wellness allowance

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.

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Location

Thirty Madison’s office is just south of Midtown Manhattan, easily accessible from multiple subway lines and commuter rails.

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