Manager, Urgent Care Operations at Included Health

As the Manager of Practice Operations for Urgent Care, you will ensure day-to-day operational reliability and drive optimal clinician performance and operational excellence in our 24/7 virtual Urgent Care practice, reporting to the Director of Practice Operations. This is a workforce-management-driven operations role requiring hands-on ownership of staffing models, scheduling strategy, and multi-state coverage planning. You are a proactive, data-driven leader with direct experience building or maintaining workforce management models; and operational experience managing high-volume, 24/7 staffing and capacity planning - able to translate analytics into staffing coverage and licensing decisions that maintain wait time and SLA targets across a 50-state practice. You will be responsible for leading a team of clinician liaisons and schedulers who work closely with the clinician practice to ensure clinician satisfaction, productivity, engagement and success, owning the KPIs and SLAs needed to meet growth and scale goals. You bring strong data analysis and project management skills to drive operational initiatives to desired outcomes, including the development and refinement of WFM processes. You will partner closely with the Director of Practice Operations and Urgent Care Clinical Leadership to operationalize strategic growth, scale, and quality efforts focused on clinician coverage, utilization, and SLA performance. As the Urgent Care Operations leader, you will collaborate cross-functionally to streamline workflows, enhance data-driven decision making, and represent the clinician experience in key forums, ensuring workforce-management insights inform operational decisions. Responsibilities: • Own and manage data-driven clinical staffing models that effectively balance clinician availability, patient demand, and SLAs • Own the continuous improvement of clinician scheduling practices, introducing process rigor, technical and tooling enablement, and efficiency techniques to load balance and manage patient wait times • Manage clinician liaison team against annual KPIs to support Urgent Care growth and scale objectives, overseeing day-to-day activities and providing coaching and development opportunities • Develop data-driven staffing and resource plans, partnering with relevant teams (CaPS, Clinical Leadership, Recruitment, Licensing) • Oversee the execution of multi-state clinical licensing strategy for comprehensive national coverage and target member wait times across all states, 24/7 • Own clinician performance reporting and insights, partnering with Clinical Leadership to drive recommendations to support coverage, productivity, and scheduling improvements • Own clinician-facing policies, processes, and workflows, and partner with cross-functional stakeholders to ensure accuracy and execution of policies • Operationalize changes to clinician expectations or workflows, optimizing clinician, member, and business impact Qualifications: • Bachelor’s degree required • 3+ years experience in healthcare operations or clinical workforce management management, ideally with direct staffing and scheduling ownership (virtual care experience preferred) • Proven ability to use data analytics to inform multi-state staffing, performance and capacity decisions • Demonstrated project management and leadership/influence skills with clinical teams. • Proven ability to lead a team to deliver on business impact. • Experience supporting a dynamic workforce, comprising different types of specialty/licensure, exempt and non-exempt, part and full-time, employed and independent contractors. • Strong executive presence and leadership communication skills, able to influence clinicians and operational partners effectively. • Experience with use and implementation of Workforce Management systems and tools • Exceptional collaboration skills to refine processes across teams. • Successful end-to-end operational project project delivery with measurable outcomes. • Collaborative and understanding communication across various channels. • Equipped to represent practice operations effectively with diverse teams. • Proficiency in Google Workspace and common office software. The United States new hire base salary target range for this full-time position is: $108,890 - $141,560 + bonus + equity + benefits Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry. Benefits & Perks: In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:  Remote-first culture 401(k) savings plan through Fidelity Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) Paid Time Off ("PTO") and Discretionary Time Off (“DTO") 12 weeks of 100% Paid Parental leave Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies. Work-From-Home reimbursement to support team collaboration home office work Your recruiter will share more about the salary range and benefits package for your role during the hiring process. About Included Health Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com. ----- Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.