First Stop Health

Operations

• Provide strong, day-to-day operational leadership across Virtual Mental Health
• Oversee a team consisting of Operations Manager(s), Practice Administrator(s) and ~150 Providers
• Ensure that daily operational execution aligns with strategic goals
• Guide Operations Managers on provider hiring targets, licensure mix, and workforce planning
• Ensure exceptional provider experience, efficiency, and quality
• Oversee non-clinical practice operations managed by the Practice Administrator
• Monitor provider and operational performance metrics; identify trends and implement corrective actions
• Promote consistency in workflows, documentation, and expectations across service lines
• Partner with clinical, product, and technology teams to resolve operational barriers
• Drive efficiency and scalability by identifying process gaps and implementing sustainable solutions
• Coach Operations Managers and the Practice Administrator, fostering leadership growth and accountability

Senior Manager, Healthcare Practice Operations – Virtual Mental Health

Technical Program Manager

• Drive execution of high-visibility, cross-functional initiatives that advance key business objectives in the Technology and Product org
• Establish and manage a portfolio view of initiatives in your area, ensuring alignment to company priorities and resource capacity
• Design and implement intake, prioritization, and governance mechanisms to bring structure and transparency to how work enters and progresses through the system
• Partner with business and functional leaders to assess capacity, balance workloads, and allocate resources effectively
• Embed consistent program management frameworks, tools, and rituals within your domain to drive clarity, accountability, and predictability
• Act as a connector between the PMO and your assigned department, ensure seamless coordination and communication
• Guide teams and subject matter experts in adopting program management best practices, freeing them to focus on their core business and functional responsibilities
• Track progress, manage risks, and communicate outcomes to stakeholders and leadership through structured reporting and storytelling

Principal Technical Program Manager

• Lead and support up to 100-150 virtual urgent care providers
• Monitor provider KPIs (capacity, utilization, quality, and member satisfaction) daily
• Maintain frequent communication with providers through check-ins, team meetings, and written updates
• Execute daily and weekly provider scheduling
• Partner with the Practice Administrator and clinical support teams to resolve scheduling conflicts
• Act as the primary point of contact for providers
• Ensure providers follow established protocols, documentation standards, and compliance requirements
• Identify inefficiencies or recurring issues in workflows and propose solutions
• Work closely with the Director, clinical leadership, and provider network support teams

Manager, Healthcare Practice Operations – Virtual Urgent Care

Customer Support

• Serve as the first point of contact for customer inquiries
• Troubleshoot issues and ensure a seamless experience across virtual care services
• Manage and maintain assigned work queues, ensuring timely resolution
• Prioritize and execute tasks in a fast-paced environment
• Adhere to regulations regarding personal health information (PHI)
• Investigate and resolve service-related issues using helpdesk platforms
• Collaborate with internal teams for resolution of customer concerns
• Document customer interactions and contribute to continuous improvement

Customer Support Representative

Product Designer

• Lead a team of Product Designers in delivering engaging healthcare experiences
• Establish design discipline within the Product organization
• Define and evangelize a design vision aligned with company mission
• Build and scale a design system for frontend development
• Partner with cross-functional teams to ensure product solutions are intuitive and impactful
• Create a robust user research practice to uncover stakeholder needs
• Recruit, manage, and develop a team of designers and researchers

Senior Manager, Healthcare Practice Operations – Virtual Mental Health

Principal Technical Program Manager

Manager, Healthcare Practice Operations – Virtual Urgent Care

Customer Support Representative

Director of Product Design