Head of Clinical Operations

Fay•New York, NY

5d•$175,000 - $190,000

About The Position

About Fay At Fay, our mission is to make nutrition a foundational pillar of preventative care, improving outcomes, accessibility, and affordability at scale. We're building AI-powered infrastructure to transform preventative healthcare. Think that's bold? We're just getting started. Today, Fay is a three-sided marketplace connecting providers, patients, and payers to revolutionize preventative care delivery. Our b2b2c business-in-a-box solution empowers dietitians to deliver high-quality, affordable nutrition care, helps patients take control of their health, and enables payers to build healthier member populations. Nutrition is our starting point, not the finish line. The platform we're building will expand into new areas of preventative health and wellness as we grow. We're proud to be one of the fastest-growing companies in healthtech, backed by category-defining investors like General Catalyst, Forerunner, 1984, and Goldman Sachs. Ready to leverage AI-driven technology to transform preventative care and make a real-world impact on health? Let's talk. 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.

Requirements

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

Responsibilities

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
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
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
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