Note: The job is a remote job and is open to candidates in USA. Icon Health is hiring a Strategic Operations Manager to improve and scale its care delivery and care coordination workflows. The role partners with clinical operations, product, data, and engineering teams to redesign processes, define requirements and KPIs, support rollouts, and evaluate results.
Responsibilities
- Map current operational workflows, including referral intake, outreach, scheduling, care coordination, and partner handoffs, and find bottlenecks and inconsistencies
- Design, test, and iterate on improved processes with clinical operations leads and front-line teams
- Create and maintain process documentation, SOPs, and playbooks so new workflows are adopted consistently across markets
- Define operational KPIs and service standards, and track performance to guide ongoing improvements
- Turn validated workflow changes into clear, prioritized requirements for data and engineering, including what to automate, what to measure, and what to build
- Partner with the product and data teams to make sure operational needs are reflected on the roadmap and in reporting
- Support rollouts of new tools and workflow changes, including training, feedback loops, and post-launch iteration
- Do ad hoc analysis to size operational problems and evaluate whether changes worked
Skills
- 3+ years in operations, process improvement, strategy and operations, or consulting, ideally in healthcare delivery or a high-growth company
- Experience mapping and redesigning complex, multi-stakeholder workflows
- Strong analytical skills (Excel or Sheets required; SQL or BI tools a plus)
- Ability to write clear requirements and work well with technical teams
- Organized and detail-oriented, with practical judgment about what will actually work on the front lines
- Experience in care coordination, referral management, or clinical operations
- Familiarity with EHR workflows and payer or provider operations
- Lean Six Sigma, or similar process improvement experience
Benefits
- Flexible scheduling options (to be discussed in interview)
- Medical, dental and vision benefits effective on Day 1
- Fully remote work
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