Practice Manager

Who we are:

K Health is venture-backed, fast-growing startup with a mission to use the power of Artificial Intelligence (AI) to get everyone access to higher quality healthcare at more affordable costs. We’re looking for mission driven individuals to join our team and help us eliminate healthcare inequalities to build a better and healthier future.

Featured most recently in Forbes and Business Insider as a leading AI startup, K Health is a telehealth company that harnesses the power of technology to help provide the smartest digital healthcare platform to patients, hospital systems, and providers across the United States. Our AI powered application helps bring together the knowledge of thousands of doctors and anonymous medical data to provide the highest quality care to our patients. We offer a free symptom checker, 24/7 access to board-certified doctors, ability to refill prescriptions from your phone, and more. All within one application - no insurance or preauthorization required.

K Health was founded in 2016, and has partnered with visionary and leading hospital systems and providers such as Cedars-Sinai, Mayo Clinic, and Elevance Health. Join us on our mission to help provide better healthcare for less.

About the role:

The Practice Manager is responsible for overseeing both clinical and administrative team members for our 24/7 virtual healthcare clinic. Support and implement operational initiatives, ensuring that the clinic is consistently meeting high standards of patient care and service. This involves guiding the team to achieve optimal patient satisfaction and clinical outcomes, which is tracked and measured through a variety of key performance indicators. Additionally, Practice Managers ensure that all aspects of the clinic's operations run smoothly and efficiently, maintaining a high level of service at all times, day and night.

The Practice Manager will be responsible for the overall management and supervision of the clinic, while ensuring the efficiency and stability of the clinical operations, inclusive of quality, access and value. Leads, supervises and coordinates operational and administrative functions to ensure maximum efficiency, high quality patient experiences, and compliance with appropriate regulatory policies. Leads the practice in a manner that delivers an exceptional patient experience that contributes to a positive health outcome for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence. Essentially, a Practice Manager is accountable for delivering Operational Management, Team Leadership, Patient Experience, Epic Experience, Clinical Quality, and Product Collaboration.

The role is based in the New York City area with an in office experience.

What you'll be doing:

Operational Management:

• Oversee the day-to-day operations of the virtual healthcare practice, including scheduling, patient flow, and resource allocation.
• Implement and maintain efficient processes and workflows to optimize service delivery and operational efficiency.
• Ensure compliance with healthcare regulations, standards, and best practices.
• Implements goals, objectives, policies, procedures, and systems for the medical practice.
• Facilitate day-to-day clinical operations within the practice, including managing patient, staff and provider interactions and maintaining a service-based approach to issue resolution
• Creating action plans based on various metrics in an effort to drive change
• Manages the clinical operations for the division including but not limited to daily schedules, room allocation, staff allocation, coverage planning, prompt to response to patient, care concierge and providers inquiries.
• Ensure adequate coverage provided in each clinical/administrative area on a daily basis.
• Participates in ongoing access projects including decreasing patient wait times, maximizing physician daily schedules, use of telemedicine and other projects as needed.
• Responsible for approving time off from the clinical admin staff and submitting timesheets on a timely basis to payroll. 

Team Leadership:

• Lead and manage a team of care concierge agents. 
• Provide coaching, mentorship, and professional development opportunities to team members.
• ​​Monitors performance regularly and conducts annual performance evaluations. 
• Addresses performance and disciplinary issues if necessary.
• Hiring, training, scheduling, and evaluating the performance of staff.
• Responsible for employee timesheets and monitors time clock activities.
• Strong leadership and team management skills, with a proven track record of building and motivating high-performing teams.
• Foster a positive and collaborative work environment.
• Collaborating with the HR team to formalize a development plan for staff as well as managing employee relations issues such as providing employees with formal write-ups and suggestions for improvement, and administering terminations as needed.

Patient Experience:

• Ensure a seamless and positive experience for patients from downloading the app, appointment scheduling to post-consultation follow-up.
• Monitor patient feedback and implement strategies to improve patient satisfaction and engagement.
• Address and resolve patient concerns or complaints in a timely and professional manner.
• Ensure an exceptional experience where the patient will want to come back and refer their family and friends.

Epic Experience:

• Utilize Epic systems for scheduling templates, managing the in-basket, handling the referral queue, and overseeing registration and insurance verification processes.
• Ensure accurate and efficient use of Epic to support seamless patient care and administrative workflows.

Clinical Quality

• Collaborate with Medical Directors and partner with our medical team on an ongoing basis to ensure high-quality care delivery and alignment.
• Maintain relationships with key partners, including vendors and merchants.
• Ensure the practice adheres to all relevant laws, regulations, and accreditation standards.
• Develop and implement quality improvement initiatives and risk management strategies.
• Conduct regular audits and reviews to maintain high standards of care.
• Maintaining patient confidentiality in accordance to policy and procedure as well as HIPAA requirements.

Product Collaboration:

• Work closely with the product team to report bugs, suggest feature requests, and participate in new feature roll-outs.
• Engage in user testing and provide valuable feedback to improve the user experience and functionality of digital tools.
• Act as a liaison between clinical staff and the product team to ensure that technological solutions align with clinical needs and enhance patient care.

What we're looking for:

• 4-6 years of management experience (urgent care, medical practice, hospital, with multiple-site responsibility preferred.
• Bachelor’s Degree in Business Management or other applicable degree preferred (will consider relevant management experience in lieu of degree).
• Has an entrepreneurial spirit and takes a proactive approach to business operations.
• Exceptional patient/customer service skills.
• Good organizational skills to handle multiple priorities while remaining professional and calm. 
• Must exhibit passion for outstanding results and compassion for those we work with and serve.
• Ability to successfully multitask and manage time efficiently and effectively while paying close attention to detail.
• Ability to work in a fast-paced/ever-changing environment and have the ability to affect change.
• Strong computer skills (knowledge of a PC, Microsoft Office programs).
• Ability to work well in a team environment and be able to navigate through situations and tasks that are outside of straightforward policy and protocol.
• Excellent leadership qualities to include exceptional communication skills both verbal and written.

Benefits & Perks:  #LI-Hybrid

• Weekly lunches and stocked fridges 
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days 
• Stock options for every full-time employee 
• Paid parental leave
• 401k benefit
• Commuter Benefits 
• Competitive health, dental, and vision insurance options 

We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.  

We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.

We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.