Director, Practice Operations

Ro is a direct-to-patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer nationwide telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 98% of primary care deserts.

The healthcare system today is not designed to help patients achieve their goals. It’s designed around institutions such as hospitals and insurance companies. A patient centric healthcare system is one that is designed around the goals a patient wants to achieve. We’re building healthcare that puts patients in control, provides reactive and proactive care, has transparent pricing and process, is extremely effective and ridiculously convenient, and evolves over time based on patients’ goals.

Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50.

As the Director of Practice Operations, you will be responsible for the day-to-day operations of our patient-facing teams. You will oversee onboarding, licensing and credentialing, workforce management, and practice admin for our affiliated medical practice and non-clinical support teams. You will also support key management functions at our affiliated medical practice, including performance management and reporting / analytics. You have previously scaled operations at a fast-growing healthcare organization, are oriented toward systems thinking and continuous improvement, and enjoy working directly with practitioners and other frontline team members. You will report to the SVP, Care Delivery and lead a team of three within the Care Delivery org.

What You’ll Do:

• Ensure seamless operational execution – including onboarding, licensing and credentialing, and workforce management - to ensure frontline teams are equipped to provide high-quality and timely patient care
• Lead workforce management – including forecasting / capacity planning, scheduling, and daily work allocation recommendation – across clinical and non-clinical teams to maintain key SLAs
• Improve internal processes and systems to keep pace as our affiliated medical practice + non-clinical teams continue to grow
• Work closely with operational stakeholders (practitioner, RN, and non-clinical team leaders) to understand their team needs
• Support team leaders with performance management processes and data
• Work closely with Ops teammates and cross-functional partners – including People, Data, Legal, Finance, and Tech – to improve the patient experience and reduce the cost of care
• Own and optimize key vendor relationships

What You’ll Bring to the Team:

• Prior experience scaling operations in a fast-growing healthcare organization
• 10+ years total experience
• Must have prior functional expertise in workforce management and L&C
• Must have prior team/people management experience
• Prior experience in health tech / digital health is strongly preferred
• Data-savviness:
• Extremely comfortable in Excel (can build basic financial models + conduct data analysis)
• Familiar with Looker / Metabase / similar data tools; comfortable self-serving basic data requests
• Strong project management skills
• Excellent verbal and written communication skills; comfortable presenting to large audiences, navigating cross-functional relationships, and writing business cases
• Familiarity with healthcare regulations
• A few orientations:
• You love to build. You are continuously looking for areas to improve
• You are a doer. You are capable of and frequently do IC work
• You aren’t fazed by complexity or pace of change. You make order out of chaos
• You strive for excellence. You know and sweat the details

We’ve Got You Covered:

• Full medical, dental, and vision insurance + OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing + Learning & Growth reimbursements
• Paid parental leave + Fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness