Director of Clinical Operations - Head of Nursing 

About Pine Park Health:

Pine Park Health is redesigning primary care at home for residents of senior living communities with a value-based approach specifically designed to meet their unique needs. We offer services directly in residents' homes, including preventative care and chronic condition management. Our primary care team visits each community regularly, working closely with staff to address individual health concerns.

Our innovative model has attracted over 180 community partnerships and accelerated patient growth across California, Arizona, and Nevada. Pine Park Health is rapidly expanding, backed by investors including First Round Capital, Google's AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa Ventures. We are seeking individuals who are passionate about helping seniors live meaningful and fulfilling lives, regardless of their health conditions.

The Opportunity:

We're clinicians, operators, product designers, and technologists that are passionate about redesigning the way people receive care. Our focus is to give our patients evidence-based, person-centered care that aligns with their values and what matters to them – in the comfort of their own home.

As the Director of Clinical Operations at Pine Park Health, you will have the opportunity to:

• Help us build out the newest team at Pine Park Health - our nursing and clinical operations team
• Lead our growing team of nurses, focusing on availability of resources, career development, engagement, and helping them perform at their best
• Collaborate cross-functionally with our team of Nurse Practitioners, Registered Nurses, Primary Care Coordinators, and Enrollment Directors to support our patients with great clinical operations
• Play a crucial role in shaping the future of our clinical operations, ensuring we deliver the highest quality of care to our senior patients
• Have the opportunity to influence the development of healthcare technologies that enable our unique model of care

What You'll Do:

• You can expect your time to be roughly divided as follows:
• 30% people management - 1:1s, performance feedback, career development, etc.
• 30% workflow design - refining how we support medication refills, for example
• 20% team performance & alignment - setting goals, tracking performance, team meetings
• 10% partner and patient service issue - escalations and change management 
• 10% strategic planning - working with leadership to plan new business objectives
• These percentages are intended to give you a better sense of the role - they will shift over time as the business evolves.
• You, and your team, will be accountable for the following performance metrics:
• Service Quality Metrics: phone answer rate, ticket closure rate, welcome visit SLA, email response rate, patients overdue for visits, etc.
• Patient & Partner Satisfaction: we survey our patients after every appointment
• Chronic Care Management: minutes logged, billable patients, gaps closed, etc.
• You will create a ‘daily dashboard’ in Google Sheets to spotlight our performance
• Monitor the dashboard daily to ensure our teams are operating successfully and meeting our high standards for patient care
• Spearhead quality improvement initiatives to significantly enhance patient outcomes and satisfaction
• Hire, onboard, and develop our growing nursing and clinical operations team, fostering a culture of continuous learning, engagement, and high performance. You will coach team members using the metrics above, chart audits, call audits and individual/team training sessions.
• Collaborate cross-functionally with Nurse Practitioners, Registered Nurses, Primary Care Coordinators, and Enrollment Directors to optimize workflows for patient care delivery. You will monitor data on workflows, identify opportunities for quality and efficiency improvement, design and implement improvements.
• Develop and implement clinical strategies, policies, and procedures aligned with regulatory requirements and geriatric care best practices
• Partner with Clinical Leadership, Product, and Engineering teams to design, implement, and optimize innovative nursing workflows for our mobile model of care
• You will own the ‘library’ for our clinical workflows
• This library will be a resource for onboarding new team members and performing refresher training where we need to improve performance
• Working with your partners, and your team, you’ll build out a roadmap of workflows (e.g. refills, referrals, prior auths, DME orders, etc.) to improve and then redesign roughly one workflow per quarter to ensure we stay current with our evolving practice.
• Lead quarterly planning and execution of OKRs of the nursing team, with a focus on unit economics and scalable growth
• Cultivate a strong team culture rooted in curiosity, creativity, iteration, and and a service mindset

What We're Looking For:

• Deep affinity for our geriatric patient population and passion for improving seniors' lives
• 10+ years of successful team leadership in a clinical setting
• Proven track record in remote team leadership 
• Strong belief in the blend of data-driven and empathetic leadership
• Success collaborating with cross-functional partners at senior levels
• Experience in a mobile clinical practice
• Working with senior living, assisted living, or independent living communities is a plus
• Strong understanding of both Fee-For-Service and Value-Based Care models; ideally with experience transitioning from the former to the latter
• Expertise in quality improvement methodologies and data-driven decision-making
• Proficiency with designing, configuring and deploying healthcare technology
• Experience designing and implementing clinical workflows (e.g. referrals, refills, etc.)
• Startup experience – A DIY mindset in the face of ambiguity and constant change in an early-stage environment
• Advanced degree in healthcare administration, nursing, or related field (preferred)

Why You'll Love Us:

• Opportunity to revolutionize geriatric care in a mission-driven, fast-paced startup environment
• Collaborative, low-ego culture focused on solving vital healthcare challenges and improving patient lives
• Empowerment to act as an owner, with ongoing support and feedback for professional growth
• Chance to shape the integration of technology and innovative care models in geriatrics
• High-impact role at the core of our care delivery model, influencing the future of senior healthcare
• Work with a smart, heart-centered team dedicated to making a difference in the lives of seniors and the healthcare industry
• Be part of a company that truly prioritizes patient outcomes, health, and happiness in every decision and action

Pine Park Health provides the highest safety and quality of care for patients who can be at high-risk of COVID-19. To support this work, we require vaccination for all employees and proof of vaccination before hiring.

Pine Park Health is an equal opportunity employer — we aim to recruit, hire, develop,  compensate, and promote regardless of race, religion, country of origin, gender, sexual orientation, age, marital status, veteran status, or disability.