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Vice President, Clinical Operations

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Maven is the virtual clinic dedicated to women’s and family health. Named to CB Insights “Digital Health 150” (blog.mavenclinic.com/for-business/maven-on-digital-health-150-cb-insights) , Maven’s leading family benefits platform both advances women in the workplace and empowers every pathway to parenthood, making it easier for parents to start and grow a family during a critical time in their careers.  Founded in 2014, Maven operates the largest proprietary women’s and family health telehealth network in the country, and has raised $42m in capital from top investors including Sequoia and Oak HC/FT. Named to Inc’s 2019 Female Founders 100 (inc.com/profile/katherine-ryder) , CEO Kate Ryder and Maven’s majority female Board of Directors are committed to building a company that offers expert, convenient, and compassionate care wherever you are, whenever you need it. 

We’re looking for an experienced Vice President of Clinical Operations to lead our Provider Operations and Care Advocate Teams. The Provider Operations team oversees the entire provider experience on Maven, ensures high quality patient-provider interactions, fosters our provider community, and secures appropriate supply levels to meet our company goals. Care Advocates work 24/7 to deliver member services such as: booking telehealth appointments, recommending in-person providers, navigating benefits and providing ongoing case management. The VP of Clinical Operations is responsible for delivering best-in-class experiences for both our providers and our patients. Reporting to the COO, the VP of Clinical Operations will be an essential leader in driving strategies as we scale to maintain our exceptional quality of care and to improve patient outcomes. 

As the Vice President, Clinical Operations at Maven, you will:

* Craft, refine, and operationalize Maven’s clinical operations and care delivery strategy ensuring coherence and seamlessness in a user’s experience
* Deepen delivery infrastructure to ensure success with implementing larger clients with varying patient populations and needs as Maven scales (e.g., Provider and Care Advocate team staffing, communication channels, CRM tools, escalation workflows) 
* Manage a highly complex and regulated network, balancing supply and demand, while incorporating legal, product, and client implementation strategies
* Drive continuous improvements that enable Maven to scale efficiently and effectively deploying best practices that leverage technology to drive automation, speed, and quality
* Partner with the leaders of Provider Operations and Care Advocates to create annual strategic roadmaps with quarterly OKRs for both teams, iteratively defining KPIs and dashboards to monitor and assess performance
* Establish internal and external processes and SLAs for clinical activities to drive patient outcomes and to achieve strong clinical ROI for all user experiences
* Collaborate with cross-functional leaders (Sales, Client Success, Product, Engineering, Marketing, and Analytics) to determine key Maven initiatives and goals, and effectively coordinate efforts to achieve them
* Build, lead, and manage two growing service operations teams through ongoing career development, nurturing a strong team culture, and ensuring high employee satisfaction
* Oversee day-to-day Clinical Operations, owning targets and budgets

We’re looking for you to bring:

* 12+ years relevant operational experience, with experience in healthcare delivery
* 5+ years of managing large teams (15+) with a track record of retaining top talent
* High emotional intelligence and experience leading a mission-driven team
* Passionate about healthcare and innovations in the industry
* Excellent critical thinking and experience making data-driven, results-oriented decisions
* Strong communicator and track record of successful change management
* Entrepreneurial, flexible, self-starter
* Committed to delivering excellent service

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

* Fluency with analytics (Looker, Tableau) and CRM (Zendesk, SFDC) tools a plus
* Experience with early stage venture-backed or high-growth companies

At Maven, we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.  

Benefits & Perks: 

Maven employees are united in their quest to improve the health and well-being of women and their families in our community. We seek to empower all of our team members to fulfill that mission and reach their full potential regardless of function, geography or experience level. That’s why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

* Choice of great medical, dental, and vision insurance plan options, including a plan for which the premium for employees is 100% covered by Maven
* 401(k) plan
* Unlimited paid time off
* Free One Medical membership
* Monthly stipend for your choice of wellness benefits
* Pre-tax commuter benefits  
* 12 weeks parental leave and 2 weeks flexible time upon return
* Annual professional development stipend
* Access to the Maven platform service and free Maven appointments for employees, family & friends
* Weekly team lunches and bagel breakfasts
* Bottomless office snacks and regular happy hours
* Annual company offsite
* 1 month paid sabbatical after 5 years

Maven is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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