Virtual & Whole Health Practice Manager

About Diana Health 

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health. Come join us!

Role Description: 

Our Practice Managers are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices. 

You will be a virtual and whole health practice leader, ensuring smooth and efficient day-to-day virtual operations and a supportive, servient culture that simultaneously serves our team and our clients. You will report directly to the Centralized Operations Director.

This role is remote, but will require occasional travel to clinic sites. 

What you’ll do: 

• Provide day-to-day, virtual team leadership, ensuring all virtual team members are set up for success in their respective roles and trouble-shooting situations as needed
• Directly manage all virtual (Telehealth, Mental Health, Registered Dietician and Wellness Coaching) clinical and administrative staff
• With support from Centralized Operations Director and Central HR, oversee team administration and development, including hiring, onboarding and corrective actions as needed
• With support from clinical and HR leadership, oversee the virtual practice’s providers’ day-to-day needs
• Serve as the virtual practice’s Diana Health culture setter, modeling our values and serving as the face of Diana Health to the virtual practice team and patients 
• Ensure the delivery of the Diana Health vision and Diana Difference – day in and day out – across our entire virtual practice-based team and our clients
• Oversee execution and continuous improvement of virtual practice workflows, including but not limited to:
• Scheduling:
• Support all aspects related to patient scheduling 
• Develop and oversee the schedules for admin and clinical team members
• Manage provider schedules and virtual schedule structure to ensure a seamless experience for clients, and providers
• Client Experience:
• Ensure DH client experience is implemented as designed, promoting an overall positive client experience
• Support efficient and comprehensive virtual appointment flow
• Lead our Service Recovery Process when issues arise; supporting unusual event reporting, as needed
• Solicit and review feedback from clients and review key performance indicators
• Provide oversight to ensure client calls, voicemails and messages are returned or addressed within the appropriate time frame
• Support and manage execution of Diana Health SLAs
• Billing and Insurance
• Provide oversight of all billing and insurance questions (e.g., verification of benefits and personal financial plans) including team education and training and client educational tools, as needed
• Logistics
• Coordinate virtual staff in-person meetings (for ad-hoc site visits and yearly collaboration), including related travel schedules, schedule adjustments and coordination with on-site teams
• Procure swag and office supplies for virtual team 
• Identify any operational workflow issues that interfere with client care and the team’s ability to properly execute on their responsibilities 
• Provide a solution-focused summary of the issue / barrier to appropriate stakeholders; work through the issue and come up with an agreed upon solution (e.g., new/updated process)
• Partner with the in-clinic Practice Managers, Marketing and Product teams to educate and support growth of the virtual programs (Telehealth, Mental Health, Registered Dietitian, Wellness Coaching) and classes/support groups. 
• Act as virtual practice link to Diana Health training, product and process improvement:
• Supporting training and development of impacted team members on agreed upon solution, ensuring new/updated processes are implemented
• Partnering with the Product team to update playbooks and tools
• Identifying virtual practice-specific needs and develop processes/process improvement along