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Healthcare Operations Director



New York, NY, USA
Posted on Tuesday, June 11, 2024

Role Title: Director, Market Operations

Location: NYC

Role Description:

As the Market Operations Director, you will play a pivotal role in shaping a patient-centric, clinically excellent, and financially durable New York market. Collaborating closely with clinical leadership, you'll lead the strategic and tactical efforts to enhance patient care and elevate operational efficiency in our clinics. Your responsibilities will include owning the development and execution of operating plans, implementing data-driven solutions to drive performance metrics, and collaborating with cross-functional teams to support strategic initiatives in the market. Additionally, you'll oversee a team of clinic managers and frontline teammates, championing Tia's culture of excellence.

Role responsibilities include:

  • Providing leadership and oversight for multi-site markets, collaborating directly with clinical operations in a dyad model.
  • Directly managing 1-2 multi-site clinic manager(s) and overseeing a team of 20-30 frontline teammates (medical assistants, phlebotomists, and front desk associates).
  • Developing and executing operating plans, balancing key business objectives: patient access and experience, teammate engagement and retention, clinical quality, and operational excellence.
  • Collaborating with marketing, clinical services, and business operations to monitor key demand trends and forecast market hiring and staffing.
  • Developing strategies and frameworks to establish, adjust, or build operational processes aligned with business goals.
  • Managing appointment supply and the associated costs to drive durable financials.
  • Developing and utilizing data-driven insights to identify operational inefficiencies and opportunities, implementing scalable solutions for impact.
  • Leading and/or supporting cross-market, cross-functional projects designed to increase financial, operational and clinical performance for the organization

We are looking for a candidate that has demonstrated success in the following areas:

  • Multi-Site Operations: Responsibility for a multi-site operational business, ideally an outpatient clinic model or other similar business.
  • Inspirational Leadership: Cultivates a culture of excellence through authenticity and humility, empowers and coaches individuals to reach their full potential.
  • Excellent Communicator: Establish trust, demonstrates poise and perspective in communication as your work towards solutions with teammates at all levels within the company.
  • Data Analysis & Decision Making: Comfortable gathering data and synthesizing it into actionable insights; capable of independently owning complex analyses.

Strong Financial Acumen: Demonstrated proficiency in financial management, including overseeing P&L and budgets.

  • Project Management: Ability to lead complex, cross-functional projects, encompassing strategic planning, stakeholder engagement, team leadership, risk management, and financial oversight
  • Highly Agile: Experience in a fast past, high growth environment; as comfortable debating strategy at 10K feet as getting into the nitty gritty details to ensure the success of an initiative.
  • Available for moderate travel (10%); 2-3 days a week in market
  • Bachelor's degree required, MBA preferred

About Us:

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages. Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco.

We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture.

Tia is building a culture of excellence — in people, process and product. This is our northstar value;

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records.

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

  1. A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration
  2. Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)
  3. Asking why, then why again — because accepting “this is just the way it is” is not good enough
  4. Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
  5. A commitment to uncovering talents to unlock “rock star” potential across every individual

Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.

This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply.

If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!