Head of Clinical Operations/COO

Mae Health, Inc•New York, NY

49d•$140,000 - $175,000

About The Position

Mae is looking for a Head of Clinical Operations/COO who is passionate about maternal health equity. This is a leadership role responsible for the quality and performance of health plan operations with both team management and team oversight responsibilities. While the primary focus is on Mae’s health plan related operations, this role will also drive cross-functional process improvements and strategic operational initiatives to drive overall business performance. The Head of Clinical Operations/COO will report directly to the Chief Executive Officer and directly manage the Claims & Billing Team and the Members Services Team Manager who manages Mae’s member-facing teams.

Requirements

Bachelor’s Degree
5+ years’ combined experience in health plan operations with demonstrated process improvement/change management responsibilities
Experience working in fast-paced or start-up environments
People management experience
Strong understanding of quality management systems and performance measurement frameworks (e.g., KPIs, SLAs)
Demonstrated experience developing and managing standard operating procedures and documentation
Exceptionally organized and process oriented
Thoughtful, strategic, and efficient
Strong, proactive, and responsive verbal and written communicator

Nice To Haves

Master’s Degree (e.g. MBA) or Process Methodology Certifications (e.g. Lean, Six Sigma)

Responsibilities

Drive the strategic restructuring of member-facing roles into a new ‘Member Services Team’ consisting of Outreach Specialists, Care Coordinators, and Member Engagement Specialists.
Implement role & process definition to drive new member enrollment and doula utilization.
Manage a team of billing specialists who are responsible for processing Mae’s health plan claims and doula payments
Ensure quality and performance standards are defined for core processes and meet the needs of the business
Review high level billing trends including denials and underpayments
Act as a process and quality consultant for the Member Services Team Manager
Ensure internal tools and workflows are optimized for scale
Monitor high-level trends and proactively identify opportunities for improvement
Collaborate with product, engineering, and leadership teams to implement designed changes to workflows, tools, and standards
Executive reporting and strategic planning on key member-facing processes
Develop a strategic operational roadmap aligned to our company goals with a focus on Internal Tool Ownership & Optimization, Quality, Change Management & Process Improvement Initiatives