Director of Medical Operations

Oshi Health is revolutionizing GI care with a digital clinic model that provides easy, convenient access to an integrated and multidisciplinary care team that takes a holistic approach to diagnosing, managing and treating digestive health conditions. Oshi Health has been recognized by Modern Healthcare and Builtin as the recipient of Best Place to Work awards. This recognition highlights our dedication to creating a workplace environment that prioritizes our team, fosters inclusivity, and is committed to our mission.

We take time to get to know each patient, develop a personalized, whole-person care plan that includes identification of symptom triggers and prescription of evidence-based interventions, including medications, dietary changes, and mental health support.  Our care is delivered virtually through our app, via secure messaging and telehealth visits.  When in-person diagnostics or procedures are needed, we take a concierge approach and coordinate access, care and follow up with local providers. For more information, visit us at: www.oshihealth.com

"Oshi Health will never contact job candidates via text message or any other messaging platform including WhatsApp, Signal, and Telegram. All official correspondence will occur through email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to careers@oshihealth.com, and we’ll confirm whether you’re engaging with one of our Oshi teammates!"

About the Role: 

We are seeking a dynamic and experienced Director of Medical Operations to scale Oshi’s team of licensed clinicians while providing oversight to medical practice operations, provider performance and productivity, clinical staffing, and internal operations. Reporting to the Sr. Director of Medical Practice, you will collaborate with the Chief Medical Officer, Clinical Leadership, and cross-functional department heads to ensure the delivery of quality care, high patient satisfaction, and efficient care delivery. 

What you’ll do:

Service Line Oversight

• Collaborate with clinical leadership to implement and maintain standardized operations across all clinical service lines, ensuring that care delivery adheres to evidence-based guidelines and best practices. 
• Develop, and oversee standardized processes and procedures that drive patient and provider satisfaction and promote consistent, high-quality care while achieving strong gross margins. 
• Work cross-functionally to identify service-specific needs and implement solutions that improve care delivery and operational efficiency. 
• Continuously refine program delivery by measuring outcomes and effectiveness. Adapt Oshi’s clinical model based on emerging evidence and patient feedback. 
• Create and execute performance benchmarks and promotional pathways for clinicians to ensure continuous improvement and professional growth. 

Clinical Scaling

• Lead the scaling of operations to meet growing patient volume, ensuring the clinical team is equipped to meet increasing demand. 
• Collaborate with the Strategy and Growth team to forecast demand and scale the clinical team accordingly. Provide senior leadership with insights and recommendations on necessary projects and resources. 
• Enhance organizational structures to support expanding the clinical leadership team, ensuring robust management as the practice grows. 

Product and Innovation

• Oversee the Clinical Process Improvement (CPI) team and aggregate feedback from the clinical team to inform and prioritize patient-provider technology enhancements. 
• Ensure clinicians are properly trained on new product releases and implementations, enabling them to fully leverage technology in patient care. 

Internal Operations

• Maintain service level agreements and drive operational efficiency, optimizing communication practices for a virtual-first work environment. 
• Collaborate with People Operations to ensure compliance with policies and procedures and maintain up-to-date documentation. 

Clinical Staffing

• Manage clinical staffing to ensure alignment with key business performance indicators and scale for geographic expansion and new partnerships, driving increased patient enrollment and volume. 
• Continuously assess and optimize staffing and scheduling to ensure rapid patient access, provider efficiency, and sustained growth. 

Provider Experience

• Create and execute initiatives to drive provider engagement, including team-building events, professional development, and clinical education opportunities. 
• Work to position Oshi as the employer of choice in the GI care and digital health industries by fostering a positive, supportive, and growth-oriented work environment. 
• Ensure feedback loops between the clinical team and Sr. Leadership to meet KPIs for provider experience (retention, employee NPS, etc)

Provider Productivity and Efficiency

• Develop, implement, and continuously monitor key performance indicators at practice and individual provider levels. These KPIs should encompass patient volume, appointment utilization rates, care delivery times, and patient outcomes. 
• Drive revenue generation by ensuring that providers operate at peak efficiency, maximize schedules, and adhere to best patient engagement and care practices. This includes optimizing appointment scheduling, improving no-shows, and improving conversion rates from initial consultations to ongoing care plans. 
• Identify and implement workflow improvements that enable providers to spend more time on patient care and less time on administrative tasks. 
• Ensure that provider productivity aligns with financial goals, including contribution margin targets. Collaborate closely with finance to analyze and report on revenue per provider, cost of care delivery, and overall practice profitability. 
• Foster a culture of continuous improvement by regularly reviewing provider performance data, patient feedback, and operational metrics. Implement initiatives promoting ongoing professional development and process optimization, ensuring providers remain engaged, productive, and aligned with practice goals. 

Results you will drive: 

• Gross margin: impact revenue growth through member enrollment/retention & controlling cost of care 
• Provider productivity and efficiency KPIs
• Patient satisfaction: NPS, provider ratings, encounter ratings 
• Patient health outcomes & symptom control scores 
• Licensed Clinician satisfaction: retention rates, feedback scores 
• Ease and speed of access to care and convenience 

 Qualities we’re looking for in candidates:

• Strong communication skills and self-awareness. Ready to jump in proactively and solve problems while having a growth mindset. 
• Someone who wants to grow quickly at a market-leading venture-backed startup
• Experience working with Google Workspace and Slack, or an ability/openness to quickly get up to speed with our technology. 
• “Can-Do” attitude, someone who is willing to do whatever it takes to help our practice operate better and care for our patients
• Strong leadership skills to guide and motivate teams
• Skilled in analyzing complex data, identifying trends, and developing actionable strategies to address compliance and quality challenges. 
• Strong collaboration skills for cross-functional teams, including operations and medical staff. 
• Keen attention to detail to ensure accuracy and completeness in compliance documentation and quality reporting. 
• Excellent interpersonal skills to build positive relationships with internal and external stakeholders

What you’ll bring to the team 

• Master's degree preferred. Or 8+ years of relevant experience will be considered
• Lean Six Sigma Green or Black Belt certification.
• Proven track record of success and career growth in operational roles within healthcare, preferably in a healthcare delivery organization or managing multidisciplinary care teams.
• Strong communication skills, process-oriented mindset, and keen attention to detail, with a demonstrated ability to proactively identify operational and workflow gaps and develop efficient solutions.
• Experience in recruiting, hiring, onboarding, tracking staff resource utilization, coordinating work schedules, and training healthcare professionals. Motivational Interviewing experience is a plus.
• Highly analytical with the ability to translate data into actionable insights for clinical operations, outcomes, quality assurance, personnel management, and financial management.
• Technologically conversant, capable of leading clinical team feedback and prioritizing tech platform needs in collaboration with product development teams.
• Passionate about people development, with experience in growing and nurturing teams to achieve success.
• Thrives in an entrepreneurial environment, comfortable with ambiguity, and confident in making decisions, with a drive to challenge the status quo in healthcare.

Required Travel: Quarterly travel for in-person meetings is required.

We take care of our people: 

We’re revolutionizing GI care — and our employees are driving the change. We’re a hard-working and fun-loving team, committed to always learning and improving, and dedicated to doing the right thing for our members. To achieve our mission, we invest in our people:

We make healthcare more equitable and accessible:

• The mission-driven organization focused on innovative digestive care
• Thrive on diversity with monthly DEIB discussions, activities, and more
• Virtual-first culture: Work from home anywhere in the US
• Live our core values: Own the outcome, Do the right thing, Be direct and open, Learn and improve, Team, Thrive on Diversity 
• Competitive compensation and meaningful equity
• Employer-sponsored medical, dental and vision plans 
• Access to a “Life Concierge” through Overalls because we know life happens
• Tailored professional development opportunities to learn and grow

We rest, recharge and re-energize:

• Unlimited paid time off — take what you need, when you need it
• 13 paid company holidays to power down
• Team events, such as virtual cooking classes, games, and more
• Recognition of professional and personal accomplishments

Note: This job description serves as a general overview and may be subject to change based on organizational needs and requirements.

Oshi Health is an equal opportunity employer that is committed to creating a diverse work environment. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributions.

Oshi Health’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from all forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clients. Harassment and discrimination in any manner or form is expressly prohibited. There is no tolerance for discrimination or unequal treatment of any kind on the basis of race, color, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health decisions, national origin, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or carrier status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law.

This practice applies to all terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, rehire, termination of employment, development and training, compensation, benefits and retirement.

For more information, visit us at www.oshihealth.com