Supervisor, Practice Operations

The Supervisor for Practice Operations supports clinicians in our 24/7, 50-state virtual care practice by ensuring efficient scheduling and real-time operational support. You will lead the Urgent Care clinician liaison and scheduling teams, focusing on shift coverage, clinician experience, and continuous process improvement. Key responsibilities include managing daily operations, resolving clinician escalations, optimizing scheduling workflows, meeting service-level goals, and supporting clinician productivity through data and collaboration.
This is a fully remote role, reporting to the Senior Manager, Practice Operations at Included Health.

Responsibilities:

• Oversee day-to-day operations of the liaison and scheduling teams, providing real-time logistical support and acting as the first point of escalation.
• Coach and develop team members through regular feedback, performance management, and growth opportunities.
• Collaborate with your manager to implement strategies that improve operational workflows and clinician support.
• Optimize scheduling processes using innovative tools and AI-driven solutions to improve shift coverage, wait times, and service-level goals.
• Manage real-time scheduling adjustments, communicate staffing needs, and provide regular updates to leadership.
• Own documentation of workflows, escalation protocols, and standard operating procedures.
• Monitor KPIs (e.g., clinician productivity, member wait times, visit availability) and drive continuous improvement based on performance data.
• Ensure seamless onboarding for new clinicians, including schedule readiness, licensure confirmation, and system access.
• Maintain accurate rosters, leadership structures, and capacity reporting for workforce planning.
• Partner cross-functionally to align staffing strategy with organizational goals and drive clinician-facing process improvements.
• Model our core values and contribute to a culture centered on outcomes, accountability, and high-quality patient care.

Qualifications and Requirements:

• 1+ years of experience managing people, ideally in healthcare operations or scheduling teams
• 5+ years of experience in healthcare operations, with a preference for virtual care or multi-state scheduling
• Strong knowledge of provider scheduling systems, real-time shift management, and staffing logistics
• Comfortable using data and dashboards to track performance and guide decisions
• Superior verbal and written communication skills, with a focus on effectively conveying sensitive information
• Experience supporting operational teams through process or system changes
• Comfortable working cross-functionally with clinicians, leadership, and internal stakeholders to ensure alignment
• Demonstrated ability to maintain accurate documentation, schedules, and reports across systems
• Passion for improving healthcare access and supporting care teams

Physical/Cognitive Requirements

• Prompt and regular attendance at assigned work location.
• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer \/ laptop) may be required.
• Capability to work with leadership, employees, and members in an appropriate manner.
• Travel, as needed.

The United States new hire base salary target ranges for this full-time position are:
Zone A: $85,320 - $110,910 + equity + benefitsZone B: $93,852 - $122,001 + equity + benefitsZone C: $102,384 - $133,092 + equity + benefitsZone D: $110,916 - $144,183 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
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:
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