Motion.

Clinical Operations

• Design, adapt, and refine core workflows and processes - for things like scheduling, referral management, authorizations, care coordination, and patient services.
• Build and report on key operational, quality, and patient experience metrics.
• Collaborate closely with Product, Clinical, Finance, and other stakeholder groups to ensure seamless patient journeys and high-quality service.
• Oversee clinic facilities, physical plant needs, and coordinate with landlords or vendors (including support with lease review and management).
• Drive operational projects and change-management initiatives tied to service expansion and strategic priorities.
• Identify opportunities to strengthen processes and scale new services effectively.
• Support new client implementation, including process design, workflow setup, systems connections, and training.
• Help manage ongoing client relationships; serve as a key partner for problem-solving, performance monitoring, reporting, and escalation support.
• Ensure service levels, reporting, and operational handoffs meet client expectations and internal quality standards.
• Lead hiring, onboarding, and training for your future team to ensure people are set up for success from day one.
• Nurture a culture of collaboration, high accountability, and exceptional service.
• Establish and track team SOPs, SLAs, and performance metrics, ensuring clarity, consistency, and quality.
• Provide regular coaching and development, helping all people to grow.
• Deliver ongoing training as workflows change or new skills are required.
• Manage team coverage, escalations, and every day needs, ensuring smooth daily operations.
• Operate confidently in new and undefined territory - this role is stepping into spaces the company hasn’t built before.
• Work autonomously and make sound decisions with limited direction, especially as priorities shift in real time.
• Anticipate gaps before they surface and build scrappy, scalable solutions as new services and capabilities come online.
• Roll with the punches in a fast-moving, evolving environment where responsibilities will change as we grow.
• Partner closely with leadership to translate broad strategy into practical, daily operational execution.

Clinical Operations Manager

Product Manager

• Own the complete end-to-end patient journey, from initial engagement through treatment completion and ongoing wellness
• Partner closely with clinical leadership to translate our clinical strategy into patient-facing journeys and technology that reinforce our care model
• Conduct deep patient research, journey mapping, and user testing to understand pain points, moments of friction, and opportunities for delight
• Establish patient experience metrics and relentlessly optimize for engagement, satisfaction, and clinical compliance
• Identify opportunities where thoughtful product design can enhance clinical efficacy, improve care coordination, and drive better outcomes
• Design, build, and launch our patient platform that supports hybrid virtual and in-person MSK care delivery
• Strategically integrate best-in-class functionalities and third-party solutions into a cohesive, seamless patient experience - prioritizing smart integration over building from scratch
• Define product strategy, roadmap, and success metrics for all patient-facing digital touchpoints
• Translate complex clinical workflows into intuitive, lovable user experiences
• Create technology solutions that operationalize our clinical protocols while remaining flexible to evolving care models
• Work closely with engineering, design, clinical and clinical operations teams and partners to ship high-quality products rapidly
• Design features and experiences that drive high patient engagement and treatment plan adherence
• Create feedback loops to continuously learn from patient behavior and iterate rapidly
• Identify and eliminate barriers to patient compliance through thoughtful product design
• Use product design to reinforce clinical best practices and guide patients through evidence-based care pathways
• Serve as a key thought partner to clinical and clinical operations leadership, bringing a product and patient lens to strategic clinical decisions
• Lead cross functional teams to ensure each touchpoint is aligned to optimize patient experience
• Collaborate with operations to ensure seamless integration between virtual and in-person experiences
• Work with data and analytics teams to instrument the product and measure what matters
• Communicate product vision, strategy, and progress to executive leadership and stakeholders
• Provide insights from patient behavior and feedback to inform broader clinical strategy evolution

Clinical Operations Manager

Product Manager, Patient Experience