Senior Vice President, Care Delivery

Wheel

24d•$275,000 - $315,000•Remote

About The Position

As SVP, Care Delivery, you will be responsible for the end-to-end delivery of Wheel’s virtual care services encompassing i) Network Operations (Provider & Marketplace Operations), ii) Clinical Quality & Safety, iii) Support Operations (Patient, Clinician and Enterprise Client Support), and iv) Delivery Operations. You will partner closely with leadership across Wheel including Marketing, Sales, R&D, Client Success, and Finance to ensure that Wheel successfully meets the needs of our clients while also efficiently scaling operations to meet the needs of the business.

Requirements

10-12+ years of Care Delivery / Operations experience, preferably managing capacity for an online healthcare marketplace or urgent care platform
Leader with an ownership mindset and accountability for outcomes
You are a builder: You are hands on and a user of AI to build efficient workflows
Analytical problem-solver who drives data-driven decisions
Able to address near-term business challenges while also optimizing Care Delivery for the medium and long-term
Experienced team manager with a minimum of 8-10 yrs of managerial experience in scaling and building effective teams
Expert at optimizing complex operations and intellectually curious about applying AI to drive efficiencies
Demonstrated expertise in data and modeling including SQL and Excel and experience in workforce planning and demand / capacity modeling
Strong communicator with excellent interpersonal skills and proven ability to drive cross-functional alignment and effective Executive and BoD communications
Thrive in fast-moving, ambiguous environments. Able to quickly translate imperfect information into practical solutions and operational momentum

Responsibilities

Strategic Leadership: Ensure that the Care Delivery team has detailed execution plans that support company goals, ensuring scalability and operational excellence. Drive continuous improvement of the strategy based on outcomes to ensure attainment of performance and outcomes.
Team Leadership: Tailor the organizational and team design for Care Delivery to deliver Company and Operations team goals. Manage the team’s performance and evolve organization accordingly.
Capacity Planning: Oversee detailed demand forecasting (by client, by modality, by state, by time of day) and clinical supply model to align demand and supply in capacity model and ensure marketplace performance
Delivery Execution & Customer Experience: Drive Care Delivery execution to meet or exceed all contractual SLAs with clients and company performance and financial goals. Collaborate with Customer Success to ensure high client satisfaction and NPS across Wheel’s stakeholders: patients, clinicians and enterprise clients.
Data & Analytics: Develop and monitor real-time dashboards for tracking delivery and marketplace performance and enable decision-making to support attainment of performance metrics.
Compliance & Risk: Manage to strict adherence to 50-state telehealth requirements, clinician licensure and credentialing, HIPAA, and other regulations working closely with legal.
AI-Driven Process Improvement: Experience in leveraging AI to optimize Care Delivery processes for efficiency by reducing manual or redundant workflows. Hands-on experience in Developing and implementing streamlined processes and automations for Care Delivery.
Operations Planning & Continuous Improvement: Assess monthly, quarterly and annual performance to define new strategies in order to ensure attainment of operational performance metrics within financial budget / goals
Partnership with Product: Partner with R&D to define and scope product-driven optimization for Wheel’s operations.