Practice Operations Manager
About The Position
The Manager, Practice Operations (Quality Performance) is responsible for the developing, scaling and oversight of the quality review program that will support Devoted Medical. As Devoted leverages cutting edge technology, this role will champion the evolution of our automated Phone Call Quality Review (PCQR) process, establishing the operational frameworks, scaling the human in the loop validation infrastructure, and building a high performing team to support clinical and non clinical staff. By transforming aggregated AI driven quality data into actional strategic insights, this leader will empower frontline leadership and partner with our Clinical Excellence team to drive targeted continuous growth.
Requirements
- 3+ years in healthcare operations, quality management, or tech-enabled clinical services
- At least 1–2 years in a supervisory or leadership role preferred.
Nice To Haves
- Medical Assistant background or active Registered Nurse (RN) license is a strong plus.
- Proven ability to build, mentor, and scale operational teams within a fast-growing or highly automated environment.
- Deep understanding of healthcare quality standards, clinical risk mitigation, and acute escalation protocols.
- Comfortable leveraging and managing LLM-driven scoring tools, validator tech, prompt adjustments, and guiding the evolution of automated outputs.
- Ability to transform raw, aggregated quality metrics into longitudinal trend analyses, proactive performance recovery plans, and executive-level reporting.
- Exceptional partnership skills to seamlessly bridge the gap between Data/Tech, Training/Clinical Excellence, and Frontline Leadership.
- Highly adaptive to scaling programs in dynamic environments; able to communicate critical system delays or urgent safety metrics with clarity and urgency.
Responsibilities
- Manage and scale an LLM-driven Phone Call Quality Review (PCQR) process to support frontline teams with actionable, accurate data.
- Build and manage a team of quality specialists as the program scales; foster a culture of continuous improvement and professional development.
- Establish and govern the human in the loop review protocols for weekly compliance misses, ensuring fair, calibrated metrics before they impact employee performance.
- Conduct mandatory secondary reviews for any findings related to missed clinical escalation processes and partner with the Patient Safety Team to submit findings.
- Lead calibration sessions to resolve discrepancies between primary and secondary reviewers, using findings to refine Standard Operating Procedures (SOPs).
- Develop and Maintain a centralized quality rubric to eliminate ambiguity and provide clearer guidance to frontline staff.
- Perform macro-level data review to identify systemic compliance gaps and report on a monthly basis to senior leadership as part of standard KPI Reporting.
- Collaborate across teams to optimize the AI tools, and ensure alignment between human reviews and AI outputs.
Benefits
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
- Parental leave program
- 401K program
- And more....
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
