VP, Operations

About us:

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

Parsley Health is hiring a VP , Operations to lead scalability and excellence of our product and service delivery.

The VP will own operational excellence in patient experience and provider experience in a way that also results in business results including growth and margin expansion. This role is for someone who is equally excited about both building a strategy and rolling up their sleeves to lead execution. The role requires solid experience in techology-enabled healthcare companies, including running clinical operations. This role sits on the Executive Team and reports directly to our CEO.

The primary goals of the VP of Operations are to ensure Parsley:

• Delivers on its value proposition of relief from chronic conditions for our members
• Provides a premium end-to-end care experience for members in a way that is both highly efficient and supportive to our provider teams

KPIs owned by this role include: 

• Member retention, engagement and LTV
• Margin
• NPS
• Word-of-mouth growth
• Patient health outcomes
• Quality and consistency of service delivery
• Clinical organization retention and engagement

This role also co-owns company level metrics including setting and meeting budget targets as well as maintaining/amplifying overall team culture, retention and engagement.

What you’ll do:

• Lead operations that result in growth of active paying members, positive health outcomes, and team engagement, with a focus on driving operational excellence in the delivery of Parsley’s clinical and diagnostic service offerings. 
• Lead clinical operations: Partner with CEO, Medical Director, Member Experience team, Growth team, Engineering, Product and wider clinical leadership to operationalize a refined and highly efficient care delivery model that results in positive health outcomes, strong member retention and achievement of margin targets. Manage personnel in the clinical org in partnership with medical leadership. 
• Define SOPs and SLAs for the clinical org; lead the rollout of and accountability to SOPs and SLAs; pilot innovative new operational strategies that leverage technology to positively impact revenue growth, margin, consistency of service offering, health outcomes, and communications. 
• Data and BI. Own and refine data streams and dashboards related to service quality, clinical outcomes, and clinical team performance, in order to ensure transparency and accountability. 
• Staffing models and clinical org structure. Oversee hiring, staffing models, and clinical team structure in partnership with ELT and clinical leadership, with the goal of driving a high LTV patient experience that is also supportive of provider experience and efficiently enables scale. Additionally, you will oversee the clinical operations team's performance cycles (e.g. overseeing semi-annual reviews, clinical performance criteria) and measuring org performance against benchmarks.
• Product roadmap. Partner closely with product and engineering to define a product roadmap that will enable achieving member experience, growth, outcomes and margin targets. 
• Business Intelligence: Inform the business intelligence roadmap in partnership with the data leadership; own the fidelity and utility of key operational dashboards and operational reporting across business segments
• Enterprise service operations: Partner with enterprise sales and client success functions to ensure Parsley delivers on contractual commitments, defines new contractual commitments such that the business can be successful operationally, and achieves member engagement targets. 
• Payer Operations: Partner with clinical leadership and clinical operations teams to ensure both RCM and credentialing practice maximize business growth. Oversee RCM and billing in partnership with medical director, finance, and member experience teams.
• Clinical legal compliance: Partner with external legal counsel to ensure our business and clinical operations comply with both regulation and best practices of a scaling telehealth organization. 
• Clinical quality and outcomes: Support our clinical team in managing clinical quality metrics and outcomes data. 
• ELT leadership and goal setting. Work with ELT to define quarterly and annual OKRs at both the clinical and company wide level, working with the team to define and set ambitious but achievable targets as well as the key initiatives to achieve those targets.

What you’ll need:

• At least 15 years of work experience in a mixture of multi-site healthcare experience, clinical and business operations, and strategic roles; startup experience is key.
• At least 8 years of experience in a clinical operations capacity
• Successful track record driving change and clinical outcomes cross-functionally through both influential leadership and data-driven insights 
• Strong analytical skills (Excel and Looker proficiency)) with ability to do structured root cause analysis
• Exceptional structured thinking and organization skills for yourself, and broader team process building skills that balance effort with return
• Bias for action and sense of urgency - you will help the company’s executive team make choices and drive execution to move quickly to solve business problems and drive value. 
• Strong verbal and written communication skills
• Comfort creating clarity in ambiguous situations

Nice-to-haves:

• Scale-up healthtech experience
• Experience managing OKRs across a business with various streams of revenue 
• Experience steering a team to operationalize and realize business outcomes

Benefits and Compensation:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA (remove if not relevant)
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend

Parsley Health is committed to providing an equitable, fair and transparent compensation program for all employees.

The starting salary for this role is between $187,000-$240,000 annually, depending on skills and experience. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with candidates during the process.

At Parsley Health we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members. 

Important note:

In light of recent increase in hiring scams, if you're selected to move onto the next phase of our hiring process, a member of our Talent Acquisition team will reach out to you directly from an @parsleyhealth.com email address to guide you through our interview process. 

    Please note: 

• We will never communicate with you via Microsoft Teams
• We will never ask for your bank account information at any point during the recruitment process, nor will we send you a check (electronic or physical) to purchase home office equipment

We look forward to connecting!

#LI-Remote