Everly Health

Clinical Operations

• Partner with Network Ops on capacity planning and scheduling.
• Own daily clinical operations for assigned RN/MA programs (e.g., BP), including supervisory activities, team huddles, daily performance review, coverage plans, and service recovery.
• Provide functional leadership to internal and contractor/vendor assigned RNs and MAs, RN/MA program leads, and RN/MA supervisors.
• Ensure coverage is distributed to prevent single-point strain and minimize program risks.
• Ensure RN/MA documentation meets HEDIS/CMS, client, and internal SOP standards.
• Maintain HIPAA, privacy, and policy adherence across internal and contractor/vendor staff.
• Maintain a living RACI for programs.
• Ensure invoice/billing for RN/MA groups monthly.
• Provide required clinical input on IVR dialer management.
• Monitor and report on clinical KPIs (staffing levels, real-time performance metrics, capacity constraints, engagement, completion, escalations, documentation, and safety events, or other operational metrics) and trigger corrective actions.
• Partner with Analytics to produce weekly/monthly clinical metrics reports and ad-hoc deep dives that support internal and client reporting and renewals.
• Present operational summaries and clinical insights to leadership and clients as requested.
• Own the quality assurance program for assigned clinical programs, including the design, execution, and continuous improvement of quality monitoring and improvement activities.
• Own and run the chart-audit program to ensure chart-audit processes are performed per quality standards.
• Execute AI-enabled chart audit processes per client allowance.
• Complete chart audits reviewing process and health outcomes related to program goals.
• Perform retrospective chart reviews of RN/MA (and provider, as applicable) consults, documentation, and care notes.
• Evaluate documentation for clinical accuracy, completeness, professionalism, and adherence to internal protocols and external standards (e.g., CMS, HEDIS, HIPAA).
• Identify patterns in documentation deficiencies or clinical deviations and translate them into targeted training or system improvements.
• Design and maintain sampling plans, run audit tools, and coach to closure with RN/MA teams.
• Own quality initiatives and feedback loops for continuous improvement, closing the loop between audit findings, education, and program performance.
• Coordinate RN/MA activities to ensure high-quality completion of: visit intake, referral and order follow-up, result interpretation, genetic test order reviews, and routine chart audits.
• Ensure RN/MA coverage for required post-consult follow-up and close the loop on outstanding actions.
• Deliver onboarding, orientation, and skills training for new clinical team members across multiple roles (RNs, MAs, and other clinical staff).
• Create and update training resources (e.g., presentations, SOPs, job aids), and maintain program quick-refs, scripts, and FAQs for internal use.
• Coordinate annual refreshes with Clinical Solutions Coordinator.
• Conduct periodic refresher trainings or workshops based on emerging trends or observed gaps, informed by chart-audit and QA findings.
• Assist with RN/MA and provider questions regarding workflows, documentation, or standards of care.
• Collaborate with operations, compliance, and clinical leadership to ensure training materials are aligned with current practice and regulatory expectations.
• Validate competency via structured knowledge checks and skills assessments.
• Partner with staffing agency/vendor leadership for contract RN/MA recruitment, quality, staffing, attendance, onboarding and offboarding.
• Align roles/responsibilities and escalation paths with supervisors.
• Ensure training cohorts support rapid and high volume staffing needs.
• Direct and support RN/MA–led outreach to ensure protocol adherence, addressing patient questions about health status, results, treatment plans, and medications as appropriate (phone/virtual) and escalating to provider per protocol.

Clinical Program Manager

Product Manager

• Own the systems that move kits to customers, messages to members, and support requests to resolution.
• Ensure they receive it, remember to complete it, and get help when they need it.
• Kit return rate and demonstrate measurable improvement through operational interventions.
• Ship improvements to member communications that increase engagement and activation.
• Streamline CX tooling to reduce resolution time and support costs.
• Successfully configure and launch at least two new enterprise programs.
• Build strong partnerships with CX operations, fulfillment, and clinical teams.

Product Manager – Delivery

General

• Assist patients with connecting to telehealth video visits and troubleshooting technical issues
• Guide patients through the virtual intake process, ensuring a seamless experience
• Collect and document vital signs, medical history, and medication reconciliation
• Administer and complete screening questionnaires as part of patient intake
• Handle inbound calls, assess patient needs, and provide appropriate guidance
• Offer live phone support to answer questions and address concerns before appointments
• Proactively manage patient care workflows from initial outreach to case resolution
• Escalate abnormal or elevated vital signs, medical history concerns, or other clinical concerns to RNs
• Accurately document all patient interactions using electronic health records (EHR) including but not limited to AthenaOne and Healthie; document all calls through platforms including Salesforce; utilize phone call scripts and EHR macros
• Index patient cases based on screening results and vital signs for follow-up and prioritization

Certified Medical Assistant – Contract, Part Time

Communications

• Review incoming communication requests and gather the required data and source documents needed to prepare member-facing communications.
• Prepare and update configurable communication elements within approved print and email templates, including HTML-based email template edits and setup.
• Organize and monitor communications to ensure the correct materials are delivered to the appropriate audience and program.
• Review and approve new or updated client communications for accuracy, formatting, completeness, and readiness for internal or client review.
• Coordinate with print vendors on work requests, proofs, revisions, deadlines, and follow-up using established communication processes and templates.
• Track communication status and updates in Jira and related trackers so stakeholders have clear visibility into progress, risks, and next steps.
• Partner with Tech Implementation and cross-functional teams to support communications that are configured and triggered through Iterable workflows and related operational processes.
• Resolve questions, inconsistencies, or missing information by working directly with stakeholders.
• Maintain strong quality assurance practices to help ensure communications are accurate, polished, and launch-ready across both print and digital channels.
• Support other communications-related projects and operational needs as assigned.

Communications Configuration Specialist

Operations

• Own the end-to-end operations strategy and performance across Cx, PMO, Client Operations, and Print Communications, with clear goals for NPS, SLAs, quality, and productivity.
• Translate company and functional strategy into an operating plan, including organizational design, capability roadmap, and annual plans for the operations portfolio.
• Establish an AI-first, automation-forward operating model that uses technology to reduce manual work, improve consistency, and increase leverage across teams.
• Partner with Finance to build and manage budgets, forecast operational capacity, and ensure the organization meets cost and margin targets while protecting service levels.
• Lead and develop a high-performing leadership bench across Cx, PMO, Client Ops, and Print Comms, with clear charters, ownership, and success metrics for each team.
• Own the service delivery model for all customer touchpoints—from inbound support and issue resolution to program execution and print communications—ensuring consistent, brand-aligned experiences.
• Oversee the PMO as the central engine for cross functional launch of customer programs.
• Ensure Client Ops tightly manages customer commitments and program success.
• Lead a Print Comms team that consistently delivers high quality, accurate communications in a timely and scalable manner.
• Lead a Cx team that effectively represents Everlywell and its customers in its interactions with patients, including inbound and outbound communications, patient experience, care navigation support, client reporting, and service operations—ensuring high-quality, compliant, and efficient interactions across all touchpoints.
• Transform Cx and the other teams through an AI-first, automation-forward operating model that uses technology to reduce manual work, improve consistency, and increase leverage.
• Ensure teams are tightly aligned to commercial commitments with clear playbooks for success.
• Build and maintain an operating cadence that drives transparency, accountability, and rapid issue resolution across all operations functions.
• Work closely with Clinical, Compliance, and Legal to ensure operational processes and communications meet regulatory, privacy, and quality standards.
• Partner with Product and Engineering to ensure tools and systems are optimized to deliver successfully for customers and their patients.
• Build and maintain a robust metrics and analytics framework across Cx, PMO, Client Ops, and Print Comms to systematically measure performance and drive improvement.
• Partner with Analytics and Finance to develop tools that provide real-time visibility into operational health and its impact on revenue, margin, and customer outcomes.
• Transform the team into an integrated, technology-optimized, customer and patient delivery and success engine.
• Attract, develop, and retain top operational talent across all levels; ensure strong succession plans and leadership depth in Cx, PMO, Client Ops, and Print Comms.
• Build a culture grounded in clarity, accountability, and coaching, where teams understand how their work ladders up to company goals and are empowered to propose and test improvements.
• Model Everlywell’s values in all decisions and communications and foster an inclusive environment across team members.

Clinical Program Manager

Product Manager – Delivery

Certified Medical Assistant – Contract, Part Time

Communications Configuration Specialist

VP, Operations